As the Director, you will own and oversee the Customer Education program at Billtrust, including the responsibility for Billtrust University. You will be responsible for defining, administering and delivering a scalable customer training program that combines online eLearning, instructor-led training, certifications and more. In this role you will have a mix of interpersonal and technical skills, ability to deliver high value service, teamwork, and a ‘do what it takes’ approach.

What You’ll Do:

  • Develop and refine a training program that’s based on domain research, user interviews, and alignment to business objectives
  • Directly oversee a team of product trainers, instructional designers, and Education operations coaching the team in developing workflow processes and provide training, feedback and performance reviews
  • Evaluate existing systems, processes, and resources; identify gaps and develop a range of new training activities, including facilitation of instructor-led programs. This will also include highlighting and championing product/solution enhancements with product management that will benefit customers and help improve internal operations.
  • Oversee the development of course material, technology, and invitations to deliver programs in primarily virtual environments
  • Evolve the current for free education when appropriate to a for fee or a value add on that can help in reducing other discount items
  • Evolve the current education team to one that helps identify and facilitate leads to cross sell and upsell existing customers
  • Ensure training materials are maintained and updated, secure consulting with subject matter experts (SME) on a regular basis to ensure information accuracy
  • Evaluating individual and organizational performance to ensure training is meeting business needs and improving performance
  • Own the annual OKRs for the customer education team & the quarterly priorities for the team to meet the annual OKRs.
  • Recruit, build and nurture a high performing team of curriculum developers, instructional designers and instructors.
  • Sponsor content and education projects keeping tasks and deliverables on time and on budget
  • Monitor customer product utilization and adoption to ensure success. Quickly identify potential issues and escalate appropriately to key contacts to ensure optimal onboarding experience
  • Partner with Sales and Customer Value Managers to help review and present Education programs and assist in pulling learning activity encouraging adoption and retention

What You’ll Bring:

  • 10+ years of experience in a customer education role, including 3+ years of SaaS management experience preferred
  • Proven experience managing and evolving an existing team to new levels of responsibility as outlines in the list of roles responsibilities
  • Demonstrated knowledge of adult learning principles, instructional design, development as well as project management expertise
  • Ability to partner with Subject Matter Experts (SMEs) to proactively identify training needs and development and deploy customer training programs.
  • Ability to gather and synthesize information across a number of different people and platforms
  • Customer-focused mentality and enthusiasm for onboarding, feature adoption, technical acumen, and problem-solving
  • Work effectively in a fast-paced, dynamic environment, organize several projects at once, and can quickly switch between tasks
  • Excellent communication and presentation skills, both verbal and written
  • Ability to solve problems using a creative and logical mindset
  • Ability to work under pressure, organize and prioritize responsibilities.
  • Experience with project management, driving big-picture vision while also jumping in to achieve key milestones quickly and effectively

The expected base salary range for this position is $145,000.00 – $170,000 annually

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