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