Managing Director, Product Training

Elixir Technologies is seeking a Managing Director of Product Training to design and execute educational programs for customers. This role involves leading a team to create effective learning experiences that enhance customer satisfaction and retention, while collaborating with various departments to align educational initiatives with business goals.

Responsibilities:

• Build and supervise a team of employees, including making recommendations related to the hiring, retention, termination, and advancement of employees; scheduling projects and monitoring employees’ progress; handling employees’ grievances; coaching employees to achieve their full potential; and performing Security Liaison responsibilities
• Develop a strategic vision and roadmap for customer education initiatives aligned with company objectives, thereby leveraging customer education to drive adoption, retention, and growth
• Spearhead the design and development of educational channels, including online courses, tutorials, webinars, live training, and product onboarding offerings while utilizing instructional design best practices
• Define a learning strategy, combined with a content management strategy to drive development efficiency and quality of learning content
• Collaborate with Product Management, Marketing, Customer Success, Technical Support and other departments to identify educational needs and opportunities throughout the customer journey
• Establish metrics and key performance indicators (KPIs) to measure the effectiveness and impact of customer education programs, regularly analyzing data to drive continuous improvement
• Engage with customers directly through workshops, seminars, and other events to gather feedback, understand their learning preferences, and promote ongoing learning and skill development
• Stay informed about industry trends, best practices, and emerging technologies in customer education, integrating relevant innovations into our strategies and approaches
• Act as a thought leader and advocate for customer education internally, promoting its importance and demonstrating its impact on customer satisfaction, retention, and overall business success

Requirements:

• Bachelor's degree in Education, Instructional Design, Communications, Technology, Business or related field
• Proven experience in a leadership role within customer education, with demonstrable results achieved at a SaaS company
• Passion for customer success and a commitment to delivering exceptional learning experiences that drive value and satisfaction
• Strong understanding of instructional design principles, adult learning theory, and educational technologies
• Strategic mindset with the ability to translate business goals into actionable educational initiatives and measure their impact
• Experience working cross-functionally with Product, Marketing, Sales, and Support teams to achieve shared objectives
• Proficiency in learning management systems (LMS), content authoring tools, and other relevant software applications
• Excellent communication and presentation skills, with the ability to convey complex concepts clearly and effectively to diverse audiences
• Ability to travel up to 30% to customer locations and company headquarters in California