Job Title: Senior Customer Education Manager
Department: Product Management
Reports To: Chief Product Officer (CPO)

ABOUT VENN

Venn is the first purpose-built patented technology for Secure BYO-PC. Venn secures remote work on any unmanaged or BYOD computer with a radically simplified and less costly solution than virtual desktops or having to lock down every PC. Similar to an MDM solution but for laptops – work lives in a company-controlled secure enclave installed on the user’s PC or Mac, where all data is encrypted and access is managed. Work applications run locally within the enclave – visually indicated by the Blue Border™ – where business activity is isolated and protected from any personal use on the same computer. Company data is now protected without having to control the entire device, and as a result, remote work is secured without the cost, complexity, and performance issues of VDI.

As happened in the past with mobile phones, employees want to use their preferred computer – not have one for work and one for personal – while companies are eager for ways to avoid buying, shipping, and locking down computers. With Venn, Secure BYO-PC technology is now a reality. Over 700 security and compliance-driven organizations, including Fidelity, Guardian, and Voya, trust Venn to meet FINRA, SEC, NAIC, and SOC 2 standards.

YOUR ROLE AND IMPACT

As our Senior Customer Education Manager, you will play a pivotal role in shaping the way our customers engage with and get value from our product. In this influential position, you will take full ownership of the customer education function. Your mission will be to design, develop, and implement comprehensive technical documentation and educational programs that not only empower our customers, but also ensure they fully leverage the capabilities of our product to achieve their goals.

Your efforts will directly influence customer success and satisfaction by providing transformative and engaging learning experiences. Through your thoughtfully crafted training programs and resources, you will be a driving force behind improved product adoption and customer loyalty, ultimately contributing to the overall growth and success of Venn.

What You Will Do:

• Documentation and Curriculum Ownership: Own and develop both the creation of comprehensive documentation and curriculum, overseeing the entire lifecycle from content conception to delivery and feedback integration.
• Continuous Improvement: Continuously evaluate and refine educational programs based on customer feedback, industry trends, and business objectives.
• Develop Expertise: Gain an in-depth understanding of our product and target audience to create customized educational content and programs.
• Strategic Collaboration: Collaborate with Product Management, Customer Success, and Marketing to identify educational needs and craft initiatives that enhance user experience and product adoption.
• Subject Matter Expertise: Serve as the go-to expert and advisor on best practices for product adoption and usage for both internal stakeholders and customers.
• Innovative Instructional Design: Design and deliver compelling training materials such as e-learning modules, webinars, workshops, and comprehensive documentation, tailored for diverse personas and learning preferences.

Priority Project: Complete overhaul of product documentation housed in Zendesk Guide including updating and creating new product documentation.

Who You Are:

• Educated and Experienced: You hold a bachelor’s degree in education, Instructional Design, or a related field, with 5 years of experience in a customer education or training role, preferably within the technology or SaaS industry.
• Skilled Instructional Designer: You possess strong instructional design skills, capable of creating engaging and effective learning experiences across various formats and platforms. Your familiarity with learning management systems (LMS), authoring tools, and other educational technologies enhances your ability to deliver high-quality content.
• Expert Communicator: Your excellent communication and presentation skills enable you to convey complex concepts clearly and effectively, while your interpersonal skills help build rapport and trust with customers.
• Proactive Self-Starter: You thrive in environments where you can take initiative and operate independently, driving educational strategies and innovations with minimal direction.
• Analytical and Detail-Oriented: With a keen eye for detail and strong organizational skills, you are adept at handling multiple priorities in a fast-paced, cross-functional environment. Your strong analytical skills allow you to interpret data and metrics, driving informed decision-making.
• Passionate about Technology: A passion for technology and a commitment to customer success are at the core of your professional ethos. You’re also experienced in startups or growth-stage companies within the SaaS industry.

Venn is an Equal Opportunity Employer. We value and champion diversity in all forms and are committed to fostering an inclusive workplace environment for everyone. Our goal is for every individual to feel comfortable bringing their authentic self to any interaction with Venn.

Total compensation: $100,000 to $130,000 USD/year dependent upon location and experience