Director of Customer Education

2 days ago

Waltham, Massachusetts, United States Dynatrace Full time
Job Description

Dynatrace is seeking a seasoned professional to lead our customer education initiatives. As a Director of Customer Education, you will be responsible for designing, developing, and executing comprehensive educational programs to empower our customers with the knowledge and skills necessary to maximize their success with our product.

Key Responsibilities
  • Develop a strategic vision and roadmap for customer education initiatives aligned with company objectives.
  • Spearhead the design and development of educational channels, including online courses, tutorials, webinars, live training, and product onboarding offerings.
  • Define a learning strategy and content management strategy to drive development efficiency and quality of learning content.
  • Manage a team of enablement program managers, advisors, and instructional designers, providing guidance, mentorship, and support to ensure high-quality deliverables and professional growth.
  • Collaborate with product management, marketing, customer success, customer support, and other departments to identify educational needs and opportunities throughout the customer journey.
  • Establish metrics and key performance indicators (KPIs) to measure the effectiveness and impact of customer education programs, regularly analyzing data to drive continuous improvement.
  • Engage with customers directly through workshops, seminars, and other events to gather feedback, understand their learning preferences, and promote ongoing learning and skill development.
  • Stay informed about industry trends, best practices, and emerging technologies in customer education, integrating relevant innovations into our strategies and approaches.
  • Manage budgets, resources, and vendor relationships effectively to optimize the efficiency and scalability of customer education initiatives.
  • Act as a thought leader and advocate for customer education internally, promoting its importance and demonstrating its impact on customer satisfaction, retention, and overall business success.
Qualifications
  • Bachelor's degree in Education, Instructional Design, Communications, Technology, Business, or related field. Advanced degree preferred.
  • Proven experience (5 years) in a leadership role within customer education, with demonstrable results achieved at a SaaS company.
  • Strong understanding of instructional design principles, adult learning theory, and educational technologies.
  • Excellent communication and presentation skills, with the ability to convey complex concepts clearly and effectively to diverse audiences.
  • Demonstrated ability to manage and inspire a team, fostering a culture of collaboration, innovation, and continuous learning.
  • Strategic mindset with the ability to translate business goals into actionable educational initiatives and measure their impact.
  • Experience working cross-functionally with product, marketing, sales, and support teams to achieve shared objectives.
  • Proficiency in learning management systems (LMS), content authoring tools, and other relevant software applications.
  • Highly organized with strong project management skills and the ability to prioritize and manage multiple initiatives simultaneously.
  • Passion for customer success and a commitment to delivering exceptional learning experiences that drive value and satisfaction.

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