Training Manager at Knock

| Seattle
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The Role
As the Manager of our Education & Training team, you’ll be responsible for developing and delivering the strategy and roadmap of the Knock Education and Training program. This position reports to the VP of Customer Success. Our goal is to transform our overall education and training capability from a set of tactical product enablement courses and articles to a strategic asset that accelerates our customer’s time to value and provides leverage for our Customer Success team to scale and exceed its goals. 
The Team
Everyday our customers deserve an amazing experience and our commitment to their success. Their wins are our wins. We know that in order to drive success we need to build an exceptional Customer Success Organization that preserves and expands the company’s book of business, opens the door to new opportunities, and creates advocates for our customers. At Knock our Customer Success team consists of several teams that participate in the entire customer journey post-sale: Implementation, Launch & Expansion, Education & Training, Renewal, and Support. 
The Company
We started Knock to solve problems we faced ourselves as consumers: the process of renting an apartment sucked. It was disorganized, time consuming, and frustrating. It seemed landlords were stuck in the past and didn’t understand how to use technology to their advantage. But the problems and solutions seemed obvious to us, and we had a vision for what a better experience should be. After validating our insights with a few early customers (who became investors) we got to work partnering with real estate companies to deliver on turning that vision into reality.
Seven years later, we have helped our property management customers find apartments for millions of renters. We’ve developed an industry-defining SaaS platform, an intelligent front office platform providing the productivity and business intelligence tools needed to maximize occupancy, rent growth, and customer satisfaction at every community. Our customers trust us to deliver the consumer experiences and business applications that are essential to their bottom line. The proof is in our 10x revenue growth over the past two years, in addition to our numerous industry awards.
In March of 2019 we announced we raised a $10m Series A round to continue to accelerate growth and product development, led by Madrona Venture Group: https://www.geekwire.com/2019/madrona-leads-10m-round-knock-crm-communications-service-apartment-landlords/ 
In January 2020 we were honored to receive recognition as one of Seattle’s Best Small Companies to Work by BuiltIn Seattle: https://www.builtinseattle.com/companies/best-small-places-to-work-seattle-2020
In May 2020 we announced we raised a $12m Series B round to continue on the path of growth, led by Madrona Venture Group, with partners from Lead Edge Capital and Seven Peaks Ventures:https://www.geekwire.com/2020/product-built-times-like-seattle-startup-knock-raises-12m/
At Knock, we have a #oneteam philosophy. A big part of bringing new capabilities to life is to continue to bring in exceptional talent that works together toward a common goal. We’ve been incredibly fortunate to build an amazing team that delivers real value to our customers each and every day. We can’t wait to hear from you!

Key Responsibilities

  • Establish Education / Training Strategy & Roadmap for Next 2 Years
  • Drive increase in growth, reduction in gross attrition, i.e. increase net retention
  • Leverage all channels: self-serve, instructor led, in-app
  • Address the entire customer life-cycle: Assessment, Onboarding, Expansion/Change, Maturity
  • Expand beyond application usage to Multi-Family CRM recommended business practices
  • Define revenue strategy, i.e. bundled in subscription, Professional Services, Metered, etc.
  • Leverage technology: eLearning, video services, LMS, etc.
  • Introduce new aspirational ideas: easier "customization" ability, Playbooks in app, etc.
  • Partner with Product Marketing for general messaging and new release capabilities, Sales and Customer Success for customer life-cycle needs, and Product for in-App content
  • Take ownership of the Knock Help Center and incorporate this important asset into the overall Education and Training strategy. Update as appropriate working closely with Support and Product Marketing to identify content needs.
  • Take a data driven approach to measure impact and effectiveness

Basic Qualifications

  • Experienced: At least 3 - 5 years of experience developing / executing education programs and training courses for SaaS companies. You’re practical and have a track record of success enabling customers on application software.
  • Passionate: You’re excited to own the solutions you work on and get things done. You care deeply about meeting the needs of business stakeholders, solution design, and collaboration.
  • Curious: You seek to learn new things, in particular overall business goals and day to day business processes and challenges of our customers. You desire to become deeply knowledgeable in our industry domain.
  • Problem solver: You love tackling hard problems and figuring out the best solution. You consider customer needs, development costs, business value, design, and usability in your thought process.
  • Quick on your feet: You’re decisive and enjoy moving fast – but you’re still data-driven in your approach.
  • Excellent communicator: You communicate effectively in writing and in person. You’re great at connecting solutions with purpose and problems.
  • People-oriented: You know your team delivers the best results when processes and structure works for them, and you love being part of collective victories.
  • Collaborative: You thrive in highly collaborative environments, are comfortable with getting buy-in early and often, and know how to leverage the knowledge and experience that your co-workers have to offer.

Why You'll Love It Here

  • 100% medical, dental, and vision coverage for full-time employees
  • Flexible time off & paid holidays
  • 401k to help you save for the future
  • Stock options
  • Gym membership at LA Fitness Signature Clubs
  • We like to do fun things together! Conferences, off site retreats, and happy hours
  • Parental leave program
  • Whatever mode of transportation you use - we got you covered!
  • Employee referral bonuses to encourage the addition of great new people to the Knock team
  • Plus free lunch on Fridays!

At Knock we don’t discriminate on the basis of race, religion, color, nationality, gender, sexual orientation, age, marital status, veteran status, or disability status.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • PythonLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • SalesforceCRM

Location

Ballard is a hip waterfront neighborhood with trendy restaurants, indie shops, bars and craft breweries centered on historic Ballard Avenue.

An Insider's view of Knock

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

The company is respectful of people's time and work life balance. Team members on my team work from home on Wednesdays. Flex vacation policy also works well.

Ali

Principal Product Manager

What's the biggest problem your team is solving?

Overcoming customer challenges, training new hires and ramping them up quickly.

Mike

Director of Sales - West

What are some things you learned at the company?

I really like that we are using the Objectives & Key Results (OKR) goal-setting methodology. It aligns the individual's goals all the way up to the company goals and provides for transparency across the company. It gives me assurance that my efforts are making a difference to help us meet our company goals.

Stacy

Controller

What unique initiatives do you have that encourage innovation?

One of our core values is innovation. We define it by 10X thinking. We encourage teammates to think “an ounce of prevention is worth a pound of cure”. I never miss an opportunity to challenge a teammate to try harder to find a preventative solution to a problem (product, process, people) before agreeing to move forward with a "cure".

Demetri

Co-founder

How has your career grown since starting at the company?

I started at Knock in Jan 2019 as a 1-person team covering all things PeopleOps. After 13 months (Feb 2020) my team grew to 5 with specialities in IT, Office Admin, Talent & HR. This allows us to provide the best support to our employees so they are happy and successful at Knock. Being able to manage so many functions of the business is incredible!

Nicole

Director of Talent & HR

What are Knock Perks + Benefits

Knock Benefits Overview

Our award-winning platform is loved by our customers and is growing rapidly. We are building a team that embraces our “things change fast” mentality and is eager to solve tough problems as we continue to scale. If that is the environment where you thrive, we would love to hear from you!

Culture
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Wellness Programs
Retirement & Stock Options Benefits
Company Equity
4 year vesting period - 1 year cliff at 25% then monthly for the remaining 3 years.
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 8 weeks of parental leave for the primary caretaker. We also provides 4 weeks of leave for the secondary caretaker.
Flexible Work Schedule
Remote Work Program
Our remote work program includes work from home two days a week for the engineering org. For the rest of the org, people can work from home on a case by case basis.
Company sponsored family events
Once a year we do a summer BBQ that all employees can bring families to attend. Occasionally our monthly happy hours will be at a location that will be family/dog friendly.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Employees have flexible sick time per our flexible time off policy.
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Bike storage in the building, limited on-site or near-site parking, Orca Card reimbursement.
Company Outings
We host a monthly happy hour either in our out of the office.
Stocked Kitchen
We keep healthy snacks regularly stocked in the kitchen.
Some Meals Provided
Employees get free lunch on Friday.
Happy Hours
Happy hours are hosted once per month.
Parking
We offer limited parking to employees based on availability.
Pet Friendly
Knock's pet policy is occasional bring your pet to work days.
Fitness Subsidies
LA Fitness is across the street! We provide a gym membership there that will get you into any LA Fitness in the country.
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Acme Co. hosts lunch and learn meetings on occasion.
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