Customer Education Program Manager

Ready to make your mark at Lattice? As Lattice’s first Customer Education Program Manager, you will join Lattice’s Customer Success Programs team to help accelerate product adoption and customer satisfaction through an engaging educational experience. You will work cross functionally to manage the strategic vision, gather requirements, and own the build out of an external LMS powered by Workramp for Lattice University (“Lattice U”). You will also be a key stakeholder to Lattice’s help center and knowledge management efforts and help drive outcomes alongside our product and customer demand teams. Your goal will be to support our customers' journey through educational programs including written materials, on-demand videos, audio recordings, exams, resources, and other learning pathways and courses.

Lattice’s products are ever evolving and improving. To ensure that our Lattice Admins and End Users enjoy our robust product features, it is critical that they easily understand how to use their Lattice’s products. For Admins, who will be the audience of the initial launch of Lattice U, the focus will be on product implementation and onboarding to quickly launch their people success programs. For End Users, understanding varying features of Lattice products is key to continued usage of our products. 

Are you looking to lead the development of a customer education strategy? Would you like to evaluate customer content consumption to design a program of educational content that best suits Lattice’s customers? Do you love creating, designing, and organizing content? Do you enjoy launching new initiatives? If so, you don't want to miss this opportunity - come help build up the Customer Education program for a hyper-growth HR SaaS company!

• Own the roadmap and delivery of the next generation of Lattice University, training portfolio, and the taxonomy of our customer facing learning management system. 
• Spearhead and manage multiple customer education projects and ensure partners remain on track for project completion in the agreed upon timeline.
• Expand our customer education resources to serve different customer profiles across each product and diverse regions.
• Work cross functionally with Product Marketing, Product, and Sales leadership teams on multi-product GTM strategy for both new feature releases and new product launches.
• Maintain updates to product training courses, developing training across multiple products and customer segments.
• Outline customer educational journey to enable Customer Success teams to have a complete understanding of Lattice’s educational content so they can best support their customers.
• Provide accurate and insightful analysis and reporting, presenting the data in a clear format for presentations and regular KPI reviews. Review data to learn about content gaps, evaluate if we are successfully meeting our customers’ needs, and understand where we need to iterate and improve. Communicate key metrics to leadership.
• Create weekly centralized dashboards and bi-weekly sprint review pages to communicate issues, risks, and stats by project teams. 
• Conduct customer interviews and focus groups and review related data to understand key content needs and gaps.
• Own the results and success metrics that will be reported to senior management on how the overall performance of each program is and be able to make strong recommendations on changes to programs.

• Minimum 5 years related instructional design, project management, and customer support management. Will also consider relevant business operations or enablement experience.
• Strong project management experience with an ability to independently prioritize throughout ideation, scoping, execution, and launch and being able to break it into achievable milestones.
• Ability to form solid relationships cross-functionally and to motivate others to contribute towards multi-department projects.
• Experience working with any industry standard eLearning development and authoring tools (e.g. Workramp, WordPress, video editing tools, etc).
• Strong ability to write effective copy for written learning materials, assessments, and for product video voiceover scripts.
• A curious, open, and collaborative mind which comes to life as you dig in and ask questions to understand complex processes and products – you like to think outside the box for solutions to complex challenges.
• Enthusiasm and aptitude for working in a fast-paced environment which has been proven by your ability to adapt to technology changes, new initiatives, and product changes all while keeping both internal and external customers top of mind.
• Superior business judgment – ability to flex between big picture thinking, understand and distill complex ideas, and analyze data to drive strategic objectives.
• Excellent written and verbal communication skills.
• Passion for Lattice’s products and belief in Lattice’s mission to make work meaningful.