Director of Customer Education at Outreach

| Seattle
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Our success is dependent on building teams that include people from different backgrounds and experiences who can challenge each other’s assumptions with fresh perspectives. To that end, we look for a diverse pool of applicants including those from historically marginalized groups — women, people with disabilities, people of color, people who are lesbian, gay, bisexual, transgender, and/or gender nonconforming, first and second generation immigrants, veterans, and people from different socioeconomic backgrounds.

Overview

Outreach is a leader in sales engagement software and one of the fastest growing technology companies in the world. Founded in 2014, we’ve experienced incredible growth in both the platform and the company have achieved worldwide recognition. This growth includes a need to build and scale programs that drive optimal customer engagement, outcomes, and impactful education.

As the Director of Customer Education, you will own our customer education practice and manage a team to execute plans and implement new initiatives. Your role is to develop global enablement strategies and to oversee the orchestration of leading-edge educational programs across Design & Training. This includes on demand programs, customer certifications, public offerings, and customer training. Partnering with Outreach’s Professional Services, Customer Success, Marketing, Partner and Product teams, you’ll work to drive innovative strategies and programs that power customer education programs and teams.

About the Team

The Customer Education Team sits within the Professional Services organization and is comprised today of a Training Consulting team and an Instructional Design team. They reduce barriers to learning Outreach by building and delivering world-class educational products to all our customers based upon common roles and workflows. Focusing on scalable solutions, the team offers modular material, certification programs, webinars and a variety of instructor led offerings.

About the role

This position reports to the VP, Professional Services & Education and is characterized by the following responsibilities:

Responsibilities:

  • Develop a Customer Education strategy & self service initiatives that drive adoption and retention
  • Help shape the Outreach customer experience by designing and implementing innovative, scalable programs that correlate to customer outcomes and reduced Outreach oversight costs
  • Collaborate across teams to create, test, and refine new training offerings and materials
  • Build and provide strategic oversight of our customer self-service resources: own the product integration work, content creation, metrics and third-party applications
  • Design and implement programs that include guided workflows, video content, gamification, webinars, campaigns and an expanded certification program
  • Work cross-functionally with Marketing, Product, Support, PS and Customer Success to create and deploy content and implement new initiatives
  • Build and lead a team that collaborates well cross-functionally, takes an analytical approach to problem solving, and executes quickly
  • Continuously look for innovative, scalable ways to improve the Outreach customer experience
  • Build a team that fosters cross functional collaboration to understand specific requirements for training engagements and to drive measurable customer outcomes 
  • Actively and continuously learn about product functionality, aligning the Education team’s strategy and deliverables to new products and features
  • Keep abreast of industry trends, incorporating cutting edge adult learning concepts into the Educational roadmap
  • Own the success and evolution of Outreach University
  • Drive the delivery of robust written, video, webinar, and in-product content 
  • Leverage data analysis, user research, and content audits to inform your content strategy decisions
  • Lead localization of customer education content
  • Partner with leaders in Community, Marketing, and Support to create a cohesive content and learning strategy that ensures our content is easily findable and accessible by our customers

Basic Qualifications

  • 10+ years of relevant experience in Customer Education, Customer Marketing, Design, Product Marketing and/or Professional Services
  • 5+ years of experience leading Customer Education teams in a high growth environment
  • Proven experience leading and inspiring high-performing teams in a remote environment
  • Experience working in an integrated fashion with Professional Services and Partner teams
  • Excellent written communication skills, with a particular knack to distill complex things into approachable ones
  • Experience managing and optimizing learning content, including content roadmaps, effectiveness metrics and certification program development
  • Experience with digital adoption platforms (Pendo, Walk Me, etc)
  • Data-driven, analytical problem solver and prioritizer
  • Experience in implementing and owning Educational platforms such as Webinar platforms, LMS tools, Certification platforms, and Gamification software
  • Strong project management skills to get cross-functional initiatives off the ground and keep them moving forward
  • Self-starter capabilities with a willingness to get your hands dirty and execute alongside your team
  • Strategic thinker that is able to synthesize and prioritize inputs from various perspectives to create an actionable plan.
  • Curiosity and an open mind. We’re a culture of innovators! 

Preferred Qualifications

  • Familiar with common sales tools (SFDC, DiscoverOrg, RingCentral)
  • Experience with Sales Engagement and Sales Engagement Platforms
  • Experience with training large, Enterprise customers 
  • Familiar with general project processes and tools (Smartsheet, FinancialForce)

Why You’ll Love It Here

• Generous medical, dental, and vision coverage for full-time employees and their dependents
• Flexible time off
• 401k to help you save for the future
• Company-organized and personal paid volunteer days to support the community that supports us
• Fun company and team outings (or virtual events these days!) because we play just as hard as we work
• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Women's Network), AAPI, Rainbow (LGBTQIA+), Gender+, LatinX, Black Excellence, Disability Community, and Veterans
• A parental leave program that includes not just extended time off but options for a paid night nurse, food delivery, gradual return to work, and the Gottman Institute's Bringing Home Baby course for new parents
• Employee referral bonuses to encourage the addition of great new people to the team
• Plus, unlimited snacks and beverages in our kitchen (once we're back in the office, that is!)
• We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status

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Technology we use

  • Engineering
    • GolangLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • Elixir Languages
    • ReactLibraries
    • ReduxLibraries
    • HadoopFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SparkFrameworks
    • MySQLDatabases
    • RedisDatabases

Location

Our Lower Queen Anne office is located along the beautiful Elliott Bay waterfront north of Belltown, near Myrtle Edwards Park.

What are Outreach Perks + Benefits

Outreach Benefits Overview

At Outreach, we believe in taking care of our employees as whole people, and our benefits and perks reflect that value. We offer benefits and perks such as flexible time off, a 401k to help save for the future, employee resource groups, and Diversity, Equity, and Inclusion trainings. Our wellness benefits include a generous medical, dental, and vision package for full-time employees and their dependents, access to our EAP (Employee Assistance Program), mental health supports, and FSA and DCFSA options. For new parents, we offer a parental leave program that includes not just extended time off but options for a paid night nurse, food delivery, gradual return to work, and the Gottman Institute's Bringing Home Baby course.

Culture
Volunteer in local community
Outreach organizes quarterly events for employees to volunteer together in the community. We also offer paid time off for volunteer days.
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Highly diverse management team
Outreach's leadership team is highly diverse, reflects our commitment to diversity and inclusion, and is focused on continuous improvement of our DEI initiatives.
Unconscious bias training
We offer DEI trainings to help facilitate understanding of issues surrounding equity and inclusion, including unconscious bias.
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Employee Resource Groups such as Outreach Womxn's Network (OWN) and others that exist to support employees from underrepresented populations are supported from the top down at Outreach.
Hiring Practices that Promote Diversity
Outreach provides training to encourage diverse hiring and the Recruiting Team is constantly searching for innovative ways to reach a diverse population of candidates.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
All employees receive a basic life insurance plan at the $100,000 level. Employees can elect voluntary life insurance if they would like additional coverage beyond the $100,000 level.
Wellness Programs
Outreach's EAP (Employee Assistance Program) offers free, confidential counseling, 24-hour crisis telephone counseling, addiction support, etc.
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Outreach provides flexible start and end times, as well as flexible Friday schedules.
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Outreach offers unlimited PTO.
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Outreach offers unlimited PTO.
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Pet Friendly
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Time allotted for learning
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