Customer Education Manager at Iterable

| Greater Denver Area
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Iterable is the growth marketing platform that enables brands to create, execute, and optimize campaigns to power world-class customer engagement across email, push, SMS, in-app and more with unparalleled data flexibility. We are an integrated, cross-channel solution—Iterable is built for marketers, trusted by engineers, and designed with intelligence. We know this space well: our product team built the growth systems that powered Twitter’s early success. We've raised a $60M Series D from top-tier investors like Index Ventures and CRV, and hundreds of companies like Zillow, SeatGeek, and Box rely on us to captivate their many millions of users.

Iterable's momentum grows daily and there has never been a more exciting time to join the team! We've been recognized as one of the Best Places to Work - SF for three years running and we have also made Best Places to Work - Denver for 2020. In addition, Wealthfront ranked us in the top 10 on their 2020 Career Launching Companies List and we’ve earned ourselves a top 20 spot among the SaaS 100. Lastly, we have a nationwide presence with offices in San Francisco, New York, and Denver, plus our first international office in London.

About The Role:

  • Iterable’s online training Academy was launched in August of 2019. The Iterable Customer Education Manager in Professional Services is a brand new role designed to build on what we have and design/implement a Customer Education strategy to meet future needs.
  • For at least the next year, our Customer Education “team” will be a team of one. That person (the Customer Education Manager) must be very hands-on and focused on becoming a product expert, building/updating/delivering training, and expanding/improving our online Academy/LMS. 
  • Eventually, as the company grows and Customer Education needs grow, the Customer Education Manager will build and lead a team of education professionals.
  • The main Key Results (KRs) of the Customer Education Manager are customer satisfaction, percent of active Iterable users that are using Academy, and percent of customers who are certified in Academy

About The Professional Services Team (PS):

  • Our core purpose: delight our customers with experiences & outcomes that maximize their growth and ours
  • We deliver implementation consulting services and education services to our customers
  • We are a team of Implementation Consultants, Project Managers, Implementation Architects, and (soon!) a Customer Education Manager
  • Our OKRs (Objectives and Key Results) are customer satisfaction, time to value, NPS, adoption of online Academy, and Net Retention Rate
  • We embody Iterable’s values of Humility, Trust, Growth Mindset, and Balance
  • Our service principles are to be Consultative, Accurate, Resourceful, Great Project Managers, Proactive, Responsive, and Kind

Immediate tactical areas of focus will include:

  • Develop and continually hone expertise in our platform and 3rd party integrations
  • Update and maintain existing Academy content with platform optimizations and UI / branding changes
  • Work with Product & Marketing to implement a process to create content for all new feature releases
  • Conduct weekly public training to Iterable customers, partners, employees and/or prospects
  • Lead in-person training sessions at our annual conference in June (Activate)
  • Partner with Sales & CS to develop one-time and recurring paid offerings for Enterprise & Strategic customers, delivering ongoing video/virtual/in-person custom training in their implementation.
  • Work with PS to continually integrate more and better education content across the customer journey in order to automate onboarding and scale PS
  • Identify and implement valuable non-product content/training focused on enabling growth marketers to succeed (strategy, operations, process, change management, etc.)
  • Identify industry events to attend and learn about trends and innovation in ES
  • Develop persona-based content & tracks
  • Implement gamification to drive Academy adoption and recognize customers/partners/team members

Long-term strategic areas of focus will include:

  • Business Model: investment, revenue & margin for a Customer Education Program (CEP)
  • Organizational Design: roles, contractors, service agencies, crowdsourced content
  • Cross-functional partnerships: integrate Customer Education across the entire customer lifecycle
  • Insightful & Actionable Metrics: health of Customer Education using industry benchmarks
  • Subscription Model Definition: offerings, full-access vs premium, public content, custom training, live, virtual, in-person, offerings for partners, train the trainer
  • Pricing: base prices, virtual & onsite training, e-learning, considerations for subscription plans, training credit programs, commercial models for custom-developed training
  • Content Development Trends and Strategy: best practices in content development, mobile, 3rd party distribution (e.g., LinkedIn Learning, Udemy, etc.)
  • Certification Program: customers, partners, employees; leverage certification data to analyze adoption, forecast retention, identify expansion opportunities, and target potential reference accounts
  • Tech Stack: LMS that will scale for our growth, the architecture of how it integrates with our other business systems, with our product, and with 3rd party systems (Social, partner systems, etc.)

You may be a great fit for this role if you have:

  • A love for educating others
  • Customer empathy
  • Great communication
  • High emotional IQ
  • Drive
  • A love for tech and how it can help people
  • Intellectual curiosity
  • Success building Customer Education programs
  • Organization and project management
  • A good sense of humor and the ability to laugh at yourself
  • A Bachelor’s degree (bonus: Master’s)
  • Have experience in growth marketing operations, marketing automation, & email marketing
  • Experience implementing and optimizing a LMS

Perks & Benefits:

  • Parental leave
  • Competitive salaries, meaningful equity, & 401(k) plan
  • Medical, dental, vision, & life insurance
  • Unlimited PTO, great work/life balance, and fantastic location
  • Daily lunch stipend (M-F) + unlimited snacks/beverages
  • Generous monthly Employee Wellness Allowance
  • Professional Development Allowance of $300/quarter
  • Pre-tax commuter benefits

Iterable is proud to be an equal opportunity employer and strives to build a diverse and inclusive team. We do not discriminate on the basis of race, color, national origin, religion, gender, sexual orientation, age, marital status, veteran status, or disability status.

Last Update: 05/07/2020

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Technology we use

  • Engineering
    • JavaLanguages
    • ScalaLanguages
    • ReactLibraries
    • MongoDBDatabases

Location

Our office is right on 16th Street Mall with easy access to all of Downtown!

An Insider's view of Iterable

How does your team reward individual success?

Being a product engineer, it’s so rewarding to see customers use the features I've worked on. We're really pushing to add new features and grow the experience on Iterable. It's fantastic to hear feedback from our support and sales teams of how much customers appreciate the features we've worked on and released!

Jeffrey

Software Engineer

What's the biggest problem your team is solving?

Iterable is helping marketers wade through the endless sea of customer data to create exciting and engaging experiences for their consumers. The primary channel we do this in is email—but we're a cross-channel platform allowing for marketers to also manage mobile push, in app, and social media as well.

Kevin

Manager, Mid-Market Account Executive

What makes someone successful on your team?

In one word, curiosity. I think we’ve done an amazing job of hiring really smart people, but what gives us the edge is everyone’s curiosity and desire to learn. Our people are successful because they want to find answers and grow their knowledge set every day. Luckily, we are an incredibly collaborative team, so it’s easy to learn from our peers.

Lindsey

Enterprise Customer Success Manager

How do your team's ideas influence the company's direction?

Iterable is a great place for anyone who is not just satisfied with the status quo, but who works hard to drive things forward. A recent example of how we influenced the company’s direction is our quarterly Engagement Survey. Our HR team works with managers to set initiatives to increase engagement and make Iterable an even better place to work.

Sara

VP of People

How would you describe the company’s work-life balance?

Iterable embodies balance as one of our core values. Our company does a great job of promoting this balance through various stipends to promote health and wellness. One of the reasons I have enjoyed my time here so much is the encouragement that this company gives its employees to try new experiences both at work and in their personal lives.

Dan

Senior Director, Operations

What are Iterable Perks + Benefits

Iterable Benefits Overview

-Health Insurance
-Dental Insurance
-Vision Insurance
-Life Insurance
-401k (no company contribution at this time)
-$10/day lunch stipend Monday-Friday
-Generous wellness/fitness allowance of $120/month
-Generous professional development allowance of $300/quarter
-Flexible vacation policy
-Paid Parental leave of 12-weeks
-Pre-tax commuter benefit (no company contribution at this time)
-Automatic $50/month reimbursement for personal phone/data use
-Calm.com app Premium membership

PLUS Office Perks Including:
-Unlimited coffee, drinks, and snacks
-In-office culture bonding events once a month
-In-office lunchtime Yoga and Pilates 2x a week
-Adjustable sit/stand desks
-Free secured bike parking
-Onsite gym facilities
-24/7 Access

Culture
Volunteer in local community
Our internal volunteer group is called Charitable. We've supported a variety of local non-profits varying from environmental cleanup to preparing food at shelters.
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
One of our Denver employees started an employee group called ZenIt. With Balance being a Core Value at Iterable, ZenIt provides a community dedicated to practicing medication during work hours.
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Team workouts
We have pilates and yoga in the office once a week each. In addition, twice week team meditation sessions.
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Company sponsored family events
Iterable has a couple of events throughout the year that involve spouses and children.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Iterable asks all employees to spend at least 5 working hours in a volunteer role throughout the year. If you have a charity you would like us to help out, let us know!
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
We have Ping Pong, Pop A Shot, and a variety of other games and areas to relax and get away from your desk!
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
There is onsite paid parking in the building however the employee will have to contact the building for availability.
Fitness Subsidies
Iterable has a Fitness and Wellness stipend of $120 per month that covers a variety of health and fitness services and activities.
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Promote from within
Continuing Education stipend
Iterable offers a quarterly Professional and Personal Development stipend of $300. You can use this on a variety of professional and personal trainings either in the classroom or online.
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