Manager, Customer Education (Remote)
15h ago

At Emburse our mission is to help make our users’ lives and their businesses better. We are dramatically transforming how organizations manage corporate expenses and invoices.

We humanize work by automating manual tasks and saving users’ time, so they can focus on what matters most their family, community, or more rewarding work.

We help CFO's give their employees a simple and amazing experience while ensuring compliance and reducing costs. Our solutions are tailored for companies from start-ups to enterprises.

We have more than 16,000 clients and 9 million users globally.

Emburse has offices across North America, including Los Angeles, Montreal, Portland (ME), San Diego, San Francisco, and Toronto, as well as locations in the UK, Germany, Spain, Australia and the Netherlands.

Our core values - Sincerity, Empathy, Empowerment, Individuality, and Teamwork - reflect who we are as a company. They are central to the decisions we make and the interactions we have with our teams, customers, and partners.

As a people-focused company, we are seeking candidates who align with our values.

Emburse is a proud recipient of a 2020 Tech Cares Award from TrustRadius and a 2020 IDC SaaS CSAT Award for Travel and Expense.

These awards celebrate companies that have gone above and beyond to provide their communities, clients, and front-line workers with support during the COVID-19 pandemic.

We are a people-first company, and this award is a testament to our mission to humanize work.

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The Manager, Customer Education is a people leader within the Learning Operations organization. Reporting to the Director, Training Services, the Manager is ultimately responsible for receiving strategic direction and goals and driving the day-to-day operations within the team to meet these goals.

This role will oversee roles including Trainers, Technical Writers, and Content Specialists, all focused on the creation and delivery of our product training material at scale to influence customers’ overall success using our products.

The team produces and maintains multiple product Help Centers, Release Notes, video tutorials, live webinars, recorded content, and e-learning courses.

Overarching responsibilities include project planning and resourcing for the team, facilitating regular 1 : 1’s, working with the Director and other leaders to ensure projects and team members align with the strategic business goals, hiring and onboarding team members, ensuring team projects follow implemented quality standards, and ultimately driving the soon-to-be-launched Emburse Academy and its offerings for customer product learning.

The Manager will also be responsible for implementing and tracking KPIs, OKRs, and tracking data within the learning management system.

The Manager, Customer Education will also work with the Director and leadership within Learning Operations to further scale the department and deliverables to further support our ever-growing customer base.

What you'll do :

  • Builds project plans and assigns resources within the team
  • Mentors and coaches employees, fostering professional development in their career paths
  • Support team members in their day-to-day responsibilities, ultimately creating successful and valuable training experiences for our customers
  • Manage day-to-day operations, performance management, process improvement, and team performance analysis
  • Translate department and business goals into regular team operations
  • Facilitates weekly team meetings and regularly scheduled individual 1 : 1’s
  • Builds and maintains general working product knowledge across our suite to fully support team members and make project decisions
  • Learns and continually builds knowledge of our customer base and their learning needs
  • Fosters communication and collaboration within the department and cross-functionally, ensuring alignment on goals, projects, and priorities
  • Attend and participate in cross-functional product launches
  • Administrative duties within our Learning Management System, such as reviewing new or existing courses for production or updates, troubleshooting, and reviewing usage
  • Owns our content intake queue, scheduling and planning upcoming content work
  • Keeps the outcome of learning and behavior change at the center of everything the team does
  • Serves as final QA for some training material
  • Proactively brainstorms and removes roadblocks for team members
  • Responsible for creating metrics and KPI’s to measure the team’s efficacy related to customer success
  • LI-Remote

    What we're looking for :

  • Bachelor's Degree in Education, Business, or Communications-related fields
  • 2+ years directly managing others, ideally in training or L&D teams
  • 3+ years educating others - formal teaching, learning content creation, L&D, and / or professional corporate training roles
  • Strong understanding of most of the following areas of adult training ILT and self-paced training delivery, certification, content and documentation management, video production, knowledge management, to effectively support and coach team members
  • Exceptional verbal, written, and interpersonal skills
  • Exceptional grammar and communications skills
  • Ability to work autonomously with sometimes little direction
  • Ability to prioritize tasks amidst often shifting priorities and rapid growth
  • Comfortable with trying new ideas and consistently iterating
  • Strong analytical and problem-solving skills with the ability to understand the big picture
  • Experience with various learning management systems, Google Suite, course authoring tools, and MS Office toolset (Word, Excel and PowerPoint)
  • A roll up your sleeves attitude. The need may sometimes come to chip in and help the team in a bind.
  • 2+ years managing others in SaaS training
  • Direct experience in Customer Education roles
  • Familiarity with one-to-many training models
  • Experience creating content for global audiences, aligned with ADA compliance and diversity in mind
  • Experience administering or directly working with any of the following : Asana, Docebo LMS, Zendesk, MadCap Central, Pendo, Articulate360 Suite, Camtasia, Go-to-Webinar
  • Emburse provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

    In addition to federal law requirements, Emburse complies with applicable state and local laws governing nondiscrimination in employment in every location where the company has facilities.

    This policy applies to all terms and conditions of employment.

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