Manager, Customer Education at RealSelf

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About the Role: 

We are seeking an experienced Manager, Customer Education, with significant B2B experience, to develop multi-channel educational content and programs focused on helping our doctors, and their staff, achieve success on RealSelf.  They will be responsible for creating content that increases doctor satisfaction, success, and retention by underscoring the benefits of engaging with and adopting our products and solutions. 

The successful candidate will focus on developing content that ensures doctors understand why, how and when to engage to get the best return on their investment, as well as how to best track and measure their marketing efforts.

We are open to this being a remote role in the US. While most of your team/key stakeholders are based on the West Coast, working mainly in PST time zone, there is schedule flexibility for candidates based in other time zones.


In this role you will: 

  • Partner with Marketing, Product and Sales leadership to develop content that educates doctor sponsors on best practices for marketing their aesthetic business, why they should engage with RealSelf and how to utilize the products and solutions designed to help them succeed on our platform. 
  • Work closely with the Lifecycle Marketing Manager to revamp the onboarding series, writing content that clearly and concisely outlines best practices for engaging with RealSelf and supports new product launches, through the integration of relevant features into lifecycle communication flows.
  • Identify content needs and develop content including webinars, articles, and case studies that will educate and engage our doctor community with the goal of helping them be more successful on and off of RealSelf.
  • Develop, execute and measure effective distribution of this content to our internal teams, existing community and beyond.
  • Support Doctor ROI project through the development of evergreen content building programs
  • Leverage market research, insights and site data to understand consumer segmentation / behavior & identify consumer insights to inform content creation.
  • Develop, build, and program manage a staff certification program. 
  • Manage 1:1 and group sessions to gather insights from key internal and external subject matter experts.

Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

About You: 

The ideal person must thrive in a fast-paced, constantly evolving environment; be a strong writer; bring creative ideas and solutions to marketing communications challenges, and manage relationships with stakeholders at multiple levels.  

  • A B2B background! 4-8 years of b2b experience delivering highly-successful engagement, loyalty and retention content strategies, b2c will not be considered. 
  • Significant experience in marketing writing (this is a MUST!)
  • The proven ability to develop, execute, and communicate a long-term strategic vision, while also balancing immediate priorities and opportunities in a dynamic, rapidly changing, team-based environment with multiple internal decision makers and stakeholders
  • Exceptional interpersonal and communication skills and proven leadership driving collaboration and results through cross-functional teams and peers.
  • Experience working with Sales & Product teams is highly-preferred
  • Strong project management skills, and the ability to manage multiple deadlines and objectives.
  • Analytical mindset that can implement and track meaningful KPIs to make recommendations based on data
  • Experience leveraging learning management systems and developing curriculum for customer training programs. 
  • Experience developing Continuing Medical Education (CME) courses a plus.

Travel:

Minimal travel is required for this role. 

Work Environment:

RealSelf is a values and performance-driven team that shares a common purpose of achieving our mission of creating a world where every investment in modern beauty is Worth It. We believe in inclusiveness, equal pay, and giving back. With COVID-19 we have become a more remote and distributed workforce that understands the value of internal connections and collaboration across all teams. 

About RealSelf:
RealSelf.com is the leading consumer destination in the $32B US medical aesthetics market. We make the experience of choosing a procedure and connecting with the right doctor easy, personal, and trusted. Since 2006 our authentic reviews, unbiased ratings, and expert answers from board-certified doctors have helped tens of millions of people explore their options, from skincare to laser skin resurfacing to highly considered cosmetic surgery. With the backing of world-class investors, we’re growing RealSelf into a global business with a broad range of services. Come join our super talented and passionate team!

Check out our realselflife Instagram account to keep up on company updates and learn more about life at RealSelf.


RealSelf is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • PHPLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • SqlLanguages
    • SwiftLanguages
    • AngularJSFrameworks
    • CakePHPFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • MySQLDatabases
    • RabbitMQDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • JIRAManagement
    • SalesforceCRM
    • Outreach.ioEmail
    • MarketoLead Gen

Location

We are in Seattle's original neighborhood that boasts trendy coffee shops, art galleries, and restaurants. Easy to commute to via public transit.

An Insider's view of RealSelf

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

Work life balance is important at RS - we offer a very flexible work schedule with the option to work remotely when ever needed, with two dedicated wfh days. This helps employees save time on commutes, ability to make appointments during the week, and spend more time with your family. We also offer 22 PTO days per year + 8 company paid holidays.

Amy

Sr. Recruiter

What's the biggest problem your team is solving?

We're increasing trust on our platform in a time where people are less trustful of what they read online. Our goal is to give everyone the information they need to make strong, confident decisions about their medical care.

Sharon

Lead Trust & Safety Program Manager

How does the company support your career growth?

Goal-tracking tools and resources at RealSelf keep me accountable and focused on results. The mentorship program and professional development grant also allowed me to learn new skills I can apply to my role. But nothing beats the amazing people at RealSelf–my manager truly cares about how I'm growing and how best she can support my ideas.

Geri

Sr. Community Manager

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

Our People Team strives to support the understanding that work life balance should no longer be considered a benefit, but should be an expectation of a company. Not only do we stand behind this, we have recently created more opportunities for our people to work remote so that they can better balance life whether in or out of the office.

Craig

Sr. Director of People

How do you collaborate with other teams in the company?

As Marketing Copywriter, I’ve got the unique privilege of partnering across our Email, Product, and Brand teams to help drive marketing initiatives forward. Each day I use the power of language to connect with our audience in interesting and impactful ways. Collaborating with such bright colleagues is a fun, challenging, and exhilarating experience

Jamachia

Marketing Copywriter

What are RealSelf Perks + Benefits

RealSelf Benefits Overview

RealSelf offers a comprehensive benefits package that is very competitive when compared to other similar companies. Employees pay nothing out of pocket for full medical/dental/vision coverage and premiums for dependents are covered at 75%. Many employees take advantage of the health and wellness reimbursement benefit and professional development grant program where they can use the funds for courses, conferences or anything else that would further their career development.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
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
Unconscious bias training
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
RealSelf's health insurance policy covers up to 100% of out of pocket expenses for employees. 75% for spouses and dependents.
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
RealSelf's team fitness initiatives include In-office yoga, Sponsored race teams.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
RealSelf provides employees with a 401(k) matching plan managed by [provider]. We match 4% of contributions.
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 12 weeks of parental leave for the primary caretaker. RealSelf also provides 6 weeks of leave for the secondary caretaker.
Flexible Work Schedule
RealSelf provides employees with a flexible work schedule that includes Flexible start and end times.
Remote Work Program
Our remote work program includes work from home Full-time remote for specific positions, Work remotely $2 days per week, Work remotely on occasion as needed.
Family Medical Leave
Return-to-work program post parental leave
Company sponsored family events
RealSelf sponsors family oriented events Annually.
Vacation & Time Off Benefits
Generous PTO
RealSelf employees receive 22 paid days off per year.
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
We offer employees Paid on-site garage parking, A parking subsidy.
Pet Friendly
RealSelf's pet policy is dog friendly daily.
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
RealSelf hosts lunch and learn meetings once per quarter.
Cross functional training encouraged
Promote from within
Mentorship program
Our mentorship program includes 1-to-1 program, Cross-department program, Career mentoring, Leadership mentoring.
Customized development tracks
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