Head of Customer Education & Learning
Barcelona, Spain
hace 1 día

About Typeform

Typeform was founded circa 2012 in Barcelona by two designers : David Okuniev and Robert Muñoz. Their mission? Make online forms a little more human.

Today our purpose is simple : reinvent how brands and communities interact, so they can bring their best to every interaction.

We believe that when people bring their best to every interaction, good things happen. We also believe that the most important interaction on the web is the exchange of information, which usually happens through online forms.

As technology evolves, we want to continue to help companies bring their best to their communities, so they get the data they need to grow their organizations.

Join us in making every interaction count.

Typeform is a team of over 200 people from 30 countries, with offices in Barcelona, Spain and in San Francisco, United States.

We're backed by fantastic investors General Atlantic, Index Ventures, Point Nine Capital, RTAventures, and Connect Ventures.

About the Team

We’re looking for a Head of Customer Education & Learning to help people who use Typeform get to value quickly and achieve their goals effortlessly, while feeling connected and engaged.

Here’s what Christine Werner, our Senior Director of Customer Success has to say :

We’re looking for a self-help master who’s passionate about building an effortless, intuitive, and connected experience for our customers.

You will drive the customer education and learning strategy, helping customers on their journeys through our evolving ecosystem.

About the Role

Reporting to the Senior Director of Customer Success, you'll support a team of Content Writers and Video Educators, working collaboratively across CS, Marketing, Data and Product to provide an exceptional learning experience across the customer journey.

What you’ll do :

  • Develop and implement overall self-help and learning strategy, aligning with key stakeholders such as Product, Marketing, CS and Data
  • Ensure that the learning experience removes effort and friction for the customer
  • Work with the Data team to develop relevant customer insights along the journey, focused on getting to value quickly, nurturing and expansion
  • Empower customers to navigate the product effortlessly
  • Define customer-facing content and an information ecosystem that enables and inspires customers to get the most value out of using Typeform
  • Develop a formal learning center for customer, partner & reseller education and certification
  • Working closely with Creative and Marketing teams, influence self-enablement through development of a integrated media ecosystem
  • Define, create, and coordinate knowledge management processes across the organization
  • Collect success stories, testimonials, and communicate the value of our product to individuals and organizations
  • Track, monitor, analyze and report on key education metrics, such as Customer Effort, CSAT, time to value, feature adoption rate, ticket deflection, expansion and retention
  • Ensure skill gaps are addressed and help the team to grow. You'll provide guidance, constructive feedback, support and direction to the team motivating them to work in a goal oriented manner while upholding quality standards
  • Keep the team focused and productive by helping them to prioritize and anticipate risks and issues
  • About You

    The successful candidate will be an experienced leader with a demonstrated track record of successfully enabling customers within the SaaS space.

    You have a keen understanding of the nuances of customer education and enablement. You have proven experience scaling self-help and customer education through Help Center, LMS, lifecycle and in-product.

    You are highly strategic and analytical in your approach. You possess excellent technical and business skills, along with the ability to succeed in complex engagement.

    You will spearhead a modern content strategy to ensure that customers have frictionless access to the right training, in the right form, across the right channel.

    You will establish a program to offer continuous learning to keep customers up-to-date on new features and technologies that are critical to driving customer success.

    If you’re meticulous in your quest to seamlessly enable our customers to get to value quickly, and can anticipate their needs faster than a psychic, we’d love to hear from you.

    Here's what we are after :

  • 5+ years of experience leading customer self-help & customer enablement for technology companies
  • You’re fluent in English and eager to work in a multicultural, international environment
  • Post secondary education in related field
  • Ability to understand and communicate technical concepts quickly and accurately
  • Ability to design for the customer experience from an outside-in perspective
  • Ability to challenge legacy behaviors and the status quo
  • Self-discipline and motivation to produce results with minimal supervision
  • Strong attention to details and demonstrated ability to handle multiple priorities
  • Strong analytical, problem solving and creative thinking skills
  • Ability to work effectively in a fast-paced, dynamic environment
  • Demonstrated ability to hire, promote and develop talent
  • Think you’re a good fit? Hit Apply success might be just around the corner

  • Today, more than 2.5M people from all over the world use Typeform. We celebrate the diversity of our customer base, and we want our employees to reflect those differences.
  • At Typeform, we’re committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status.

    We strive to be an equal opportunity workplace.

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