Manager, Customer Training and Learning Design, AMER

ClickUp is on a mission to make the world more productive. We're saving thousands of individuals one day a week with the fastest-growing productivity app of 2020. We're the breakout momentum leader in every G2 category we're in and ready to take off! Our app is the first of its kind that works for everyone from families to Fortune 500 companies. ClickUp places customers as our absolute foremost priority. We want users to not only experience the best customer success in the industry but also to encounter the best customer experience they've ever had. You’ll help customers unlock their potential and raise the standards when it comes to productivity. 

In this role, you'll have the opportunity to be a part of building a world-class customer enablement experience for ClickUp customers. By driving strategy and managing a team of instructional designers and trainers who support ClickUp University, you'll help us to drive awareness and adoption so our users can truly maximize ClickUp and best implement the platform for their team!

The Role:

• Work with the Customer Enablement department leader to scale education programs for ClickUp University customers through multiple methods of delivery.
• Partner with the Help Center Manager to produce in-step content each quarter.
• Create and manage a variety of customer-facing content including ILT/VILT, self-serve courses and activities with learning paths, and full certification programs.
• Drive content roadmap based on reporting from LMS admin, customer feedback, feedback from Revenue and Growth teams, and performance.
• Lead team of instructional designers to deliver new eLearning content each quarter.
• Lead team of trainers to build and scale ILT and VILT with ondemand free and paid strategy.
• Partner with LMS admin to analyze existing ClickUp University materials to assess additional learning needs and develop additional content.
• Maintain and track training effectiveness and impact.
• Strategize educational content, resources, and tools focused on effective onboarding, adoption, expansion, optimization, and best practices.
• Work cross-functionally to assess and understand customer needs and company priorities to establish a customer education and enablement roadmap, calendar, KPIs/metrics, and assessment criteria.
• Strategize high-quality eLearning content to enable our customers' success and ensure adoption. This includes product knowledge and best practices in courses, activities, certifications, videos, scripts, and more!
• Partner with customer success, professional services, and Growth teams to determine best practices and scope use-case-specific eLearning content
• Define and manage a repository for eLearning content that's regularly updated based on outdated content, revamped value prop, and product releases.

Qualifications:

• 3+ yrs leading customer education and enablement programs, content, and systems in SaaS
• Demonstrated success in building and implementing customer education and enablement, including onboarding programs
• Demonstrated ability to translate technical concepts and business initiatives into creative and effective content, courses, learning paths, and metrics
• Experience creating and managing ILT, VILT, on-demand, blended learning paths, courses, and content.
• Effective communicator: written, verbal, and listening
• Experience with course authoring tools (Articulate 360, Adobe Captivate, etc.)
• Knowledge of different learning methods and ability to blend methods to best fit learning objectives
• Ability to prioritize and adapt in a fast-paced environment
• Strong project management skills and the ability to execute cross-functionally on multiple projects with multiple stakeholders in a fast-paced, agile environment
• Strong interpersonal skills, building relationships and influencing others to get things done, and prioritization.

Bonuses:

• PMP, Agile/SCRUM certification.

#LI-JBM