Customer education specialist
6 days ago
Writer is the full-stack generative AI platform delivering transformative ROI for the world's leading enterprises. Named one of the top 50 companies in AI by Forbes, Writer empowers hundreds of customers like Accenture, Intuit, L'Oreal, and Vanguard to transform the way they work.
Our all-in-one solution makes it easy to deploy customized AI apps and workflows that accelerate growth, increase productivity, and ensure compliance. Designed to provide enterprise-grade accuracy, security, and efficiency, Writer's suite of development tools is supported by Palmyra - Writer's state-of-the-art family of LLMs - alongside our industry-leading graph-based RAG and customizable AI guardrails.
Founded in 2020 with offices in San Francisco, New York City, and London, Writer is backed by strategic investors, including ICONIQ Growth, Insight Partners, WndrCo, Balderton Capital, and Aspect Ventures.
Our team of over 200 employees thinks big and moves fast, and we're looking for smart, hardworking builders and scalers to join us on our journey to create a better future of work.
About this role
Great writing, for everyone. It's our vision for Writer, and our customers' visions for their team. As our first Customer education specialist, you'll be on the ground floor helping us provide value at scale for all of our users through digital, live, and on-demand methods.
You'll be reporting to the Sr. Customer education & adoption manager and work very closely with our Customer success, Product, and Marketing teams to build a world-class educational program.
The ideal candidate will:
- love working with a cross-functional, distributed team
- get joy from producing videos, writing clear documentation, and designing engaging self-paced content
- move quickly to adapt to cutting-edge technology
- immerse themselves in key verticals to understand industry needs and compelling use cases
- Act as the owner of our Writer Academy LMS, ensuring our assets are relevant, up-to-date, and easily accessible
- Design and produce instructional materials, such as videos, self-paced courses, and PDF documents
- Build robust interactive and immersive learning experiences, which may include branching scenarios, immersive learning activities, application exercises, etc.
- Create visual course elements that are aesthetically pleasing (content layout, images, color palette, font) and follow sound visual design principles
- Create and maintain vertical-focused learning channels, ensuring they are tailored to specific industry needs and aligned with customer success strategies
- Design and implement efficient and scalable production processes
- Collaborate with subject matter experts and other team members to identify target audience's learning needs and outcomes
- Adhere to course maintenance schedules
- Stay up to date with industry trends, key verticals, and customer needs to continuously enhance educational programs and materials
- 3+ years in an Instructional Designer, Learning Experience Designer, or Customer Education role in Enterprise B2B SaaS
- A strong grasp of best practices to create supportive and effective training experiences for novice end users, technical users, and administrators
- Strong writing, storytelling and communication skills
- Experience with Learning Management Systems such as Skilljar and Thought Industries
- Experience with authoring tools such as Articulate 360, Camtasia, Google Slides
- A strong command of SaaS/Enterprise business terminology and business acumen to speak directly to common enterprise customer needs, values, and pain points
- Proactive communication skills, both sync and async
- Intrinsically motivated: you set the highest possible bar for what you build, write, ship
- Incredibly curious and an active listener
- A connection to our mission of Great writing for everyone
- A natural affinity to our values of Connect, challenge, own
Benefits & perks
- Generous PTO, plus company holidays
- Medical, dental, and vision coverage for you and your family
- Paid parental leave for all parents (12 weeks)
- Fertility and family planning support
- Early-detection cancer testing through Galleri
- Flexible spending account and dependent FSA options
- Health savings account for eligible plans with company contribution
- Annual work-life stipends for:
- Home office setup, cell phone, internet
- Wellness stipend for gym, massage/chiropractor, personal training, etc.
- Learning and development stipend
- Company-wide off-sites and team off-sites
- Competitive compensation, company stock options and 401k
Writer is an equal-opportunity employer and is committed to diversity. We don't make hiring or employment decisions based on race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other basis protected by applicable local, state or federal law. Under the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
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