Customer Education Programs Manager
Overview
At Segment, we believe companies should be able to send their data wherever they want, whenever they want, with no fuss. Unfortunately, most product managers, analysts, and marketers spend too much time searching for the data they need, while engineers are stuck integrating the tools they want to use. Segment standardizes and streamlines data infrastructure with a single platform that collects, unifies, and sends data to hundreds of business tools with the flip of a switch. That way, our customers can focus on building amazing products and personalized messages for their customers, letting us take care of the complexities of processing their customer data reliably at scale. We’re in the running to power the entire customer data ecosystem, and we need the best people to take the market.
We’re looking for someone to define and own customer eduction at Segment. This person will be responsible for providing educational content to all of Segment’s users to help them understand the Segment product and how to use it better. The Customer Education Programs Manager is a part of the Customer Education and Operations team, which supports the Success team in ensuring Segment’s customers get value from Segment’s products.
This is a multifaceted role that tackles all things customer education. You’ll set the strategy for Segment’s customer education practice, build and manage the operations required for a top-notch customer education program, and support subject matter experts (or become one) in the areas we are trying to inform our customers about. As the first hire within this role, you will own strategic education initiatives end-to-end; this includes identifying the right audiences for educational content, acquiring channels to reach those audiences, building up and managing those channels, identifying the right content to be distributed though those channels, and working with subject matter experts to build out content. Such a large scope requires exceptional prioritization and project management skills, as well as creativity to get stuff done. Expect to work cross functionally with all of Success, including our Customer Success Managers, Solution Architects and Success Engineers, as well as Product, Documentation and Marketing to get the right content to the right people.
What you’ll do:
- Define who needs to learn about Segment and how to reach them effectively
- Identify the metrics that indicate the success of our educational content
- Determine what information needs to be shared with Segment’s customers and potential customers
- Develop learning curriculums that meet the needs of customers across different use cases, functions and modes of consumption
- Collaborate with internal experts to design effective learning experiences, supporting them through the course development process
- Manage the infrastructure of Segment’s customer education organization, including tooling and vendors
- Review educational content from a student perspective, surface areas for improvement, and prioritize revisions
- Project manage the development of customer facing educational content and own the ultimate success of the content
You’re a great fit if you…
- You understand how people learn and you know how to build video, text and visual content that’s compelling and conveys technical concepts to learners
- You are the person that your colleagues naturally gravitate to when they are trying to figure something out
- You can take complex technical concepts and clearly explain them to technical and non-technical audiences
- You have a proven track record of leading multi-stakeholder projects to success
- You’re excited about creating great experiences for Segment’s customers and are eager to help thousands of Segment customers understand how to get the most value out of Segment
- You can be both strategic and an executor
Bonus points:
- You’ve been an instructor at a technical bootcamp like General Assembly, HackReactor/Galvanize or App Academy
- You have worked with Engineering, Analytics or Marketing profiles, and understand their needs
- You have a keen eye for design and can write copy, in a pinch
- You’ve built a curriculum
- You’ve used Segment
Segment is an equal opportunity employer. We believe that everyone should receive equal consideration and treatment in all terms and conditions of employment regardless of sex, gender (including pregnancy, childbirth, breastfeeding or related medical conditions), sexual orientation, gender identity, gender expression, race, color, religion, creed, national origin, ancestry, age (over 40), physical disability, mental disability, medical condition, genetic information, marital status, domestic partner status, military or veteran status, height, weight, AIDS/HIV status, and any other protected category under federal, state or local law. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.