Customer Education Specialist
Who we are:
KeepTruckin is on a mission to modernize the trucking industry. With the leading fleet management platform, we are bringing trucks online and fundamentally changing the way freight is moved on our roads.
At KeepTruckin, we see our hard work rewarded in tangible ways every day and we believe that intelligence is most powerful when paired with humility. We’re motivated by the opportunity to impact and improve every facet of a trillion-dollar industry that touches everyone’s lives. KeepTruckin is proud to be a Forbes Cloud 100 company and recognized by Glassdoor as a “Best Place to Work” in 2019.
We are looking for people from all backgrounds who want to make an impact on the millions of drivers who keep our world moving. Together, we laugh hard, snack harder and work together to drive innovation at the intersection of tech and transportation.
At KeepTruckin, our customers are our top priority. We are seeking a Customer Education Specialist to support our efforts to provide the best customer experience. If you are passionate about creating and supporting a top notch customer experience, please read on.
Responsibilities:
- Develop an educational curriculum & project plan based on Sales & Customer Success needs to drive activation, product adoption and account expansion goals.
- Coordinate and implement drip campaigns for new and existing customers, leveraging key educational and promotional content, to drive top and middle of funnel growth.
- Build, lead, and track the effectiveness of engaging customer education presentations, videos and webinars.
- Coordinate with Sales and Customer Success on quarterly objectives and collaboratively prioritize customer education deliverables.
- Manage the flow of leads from campaigns and coordinate with Sales stakeholders to maximize pipeline generation and conversion; track performance of activities to evaluate ROI of programs to enhance effectiveness
- Create the strategy for nurturing our leads through a mix of helpful content and other calls-to-action
- Identify and execute A/B testing opportunities, providing analytical insights to improve current campaign performance and inform future strategy
- Lead cross-functional communication between Sales, CS, Product Marketing, Enablement, and other key departments during product launches or key business changes
- Create and organize a content database of educational resources to enable our Sales & CS teams to better assist and manage the relationships with our current customers
Qualifications:
- 3-5 years of experience in a customer-facing or customer-oriented role
- Proven ability to multi-task and execute both inbound and outbound communication with efficiency
- Ability to learn and apply new software & programs
- Excellent verbal and written communication skills; comfortable presenting to external and internal audiences
- Exceptional written and verbal communication, time management and follow-up skills required
- Ability to manage long term relationships with customers, colleagues, and vendors
- Proven ability to effectively manage complex processes
- High level of organization and professionalism
- Ability to work in a fast-moving environment maintaining a positive attitude in stressful situations
- Solution-minded, always looking for ways to improve efficiency, communication, and the customer experience
- Ability to follow through on assigned tasks and projects with minimal supervision
- Foresight and desire to take initiative to achieve desired results
- Ability to prioritize and multitask
- Bachelor’s degree preferred; Previous experience in B2B SaaS or transportation is a plus.
As an equal opportunity employer, we are committed to diversity in the workforce. In accordance with applicable law, we prohibit discrimination against any applicant or employee based on any legally recognized basis, including, but not limited to; race, color, religion, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation, gender identity, age (40 and over), national origin or ancestry, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed service member status or any other status protected by federal, state or local law.