Customer Education Specialist

As a Customer Education Specialist at Pushpay, your responsibilities will include creating and auditing training content, collaborating with cross-functional teams to understand customer education needs, and consistently delivering high-quality written content. You'll also monitor the effectiveness of customer education programs and manage catalog pages and courses.

Candidates for the Customer Education Specialist role at Pushpay should have at least 2 years of experience in education, copywriting, or a related field, along with a minimum of 1 year in customer education and training. Familiarity with enterprise software solutions and proficiency in creating engaging training materials are also required.

The Customer Education Specialist role directly impacts customer success by creating relevant training content that helps customers understand and utilize Pushpay's products effectively. By gathering feedback and continually improving educational materials, you will help enhance the overall customer experience and retention.

At Pushpay, the work environment is hybrid, allowing you to split your time between in-office work and remote flexibility. You'll be part of a supportive team that values collaboration, diversity, and the pursuit of professional growth in a fast-paced and rewarding atmosphere.

Pushpay offers various training programs aimed at helping Customer Education Specialists stay current with industry trends and best practices. This includes access to learning management systems, e-learning platforms, and opportunities to collaborate with experienced mentors within the organization.

When creating training materials, I always start by conducting a thorough needs assessment to understand the diverse learning styles and requirements of our customers. I ensure to incorporate various formats such as videos, articles, and interactive content to cater to all learning preferences.

Absolutely! In a previous role, I regularly audited existing training materials and made updates based on customer feedback and new product features. This involved collaborating with subject matter experts and conducting user testing to ensure the content remained relevant and engaging.

I rely on both quantitative and qualitative data to measure the effectiveness of training programs. This includes analyzing feedback surveys, tracking completion rates, and monitoring performance metrics to understand how well customers are able to apply what they've learned.

I view constructive criticism as a valuable opportunity for growth. I actively seek feedback from stakeholders and use it to refine my materials. By being open to suggestions and iterative improvement, I can ensure our training content meets the highest standards.

I'm proficient in various tools like Learning Management Systems (LMS), Pendo for product guidance, and Adobe Creative Suite for designing engaging visuals. I also leverage analytics tools to assess the effectiveness of our training materials.

I prioritize continuous learning by subscribing to industry publications, participating in webinars, and attending workshops or conferences. Additionally, I engage with professional communities to share insights and best practices with fellow customer education professionals.

I have substantial experience in curriculum design, which includes defining learning objectives, researching content, and structuring modules for clarity and engagement. I focus on creating a logical flow that facilitates learning while ensuring the material is accessible to all participants.

I believe the key to successful customer education lies in understanding the customer's journey and ensuring the training is relevant, engaging, and easily accessible. Tailoring the content to meet customers’ specific needs fosters a positive learning experience.

I prioritize my tasks based on urgency and impact, utilizing project management tools to create timelines. Communication is also key, so I keep stakeholders informed of progress and any potential delays to manage expectations effectively.

In a previous position, I revamped the onboarding process by developing an interactive e-learning module. This not only reduced the time to proficiency for new users but also increased customer satisfaction scores significantly, showcasing the importance of effective educational resources.