As the Customer Success Instructional Designer, you will support a very diverse set of roles across a wide range of technical skills and customer responsibilities. In this position you will design & develop high quality, mixed media training elements to drive knowledge, efficiency, and productivity throughout the Customer Success organization, ensuring a quality learning experience. This person will work directly with the CS Training Manager to create and maintain content as well as collaborate with other CS Leaders.

Responsibilities:

• Partner with leaders and subject matter experts to design and develop instructional materials for traditional instructor-led courses, workshops, eLearning and web-based learning aids

• Develop/design instructional materials that are interactive, innovative, functional, informative, and consistent with sound instructional design and learning theory principles

• Report on adoption, completion, and satisfaction of all CS Enablement

• Maintain and configure content in our Learning and Content Management Systems, owning the lifecycle of a learning module using best practices for structure, storage and archiving

• Create and implement a standardized structure and process for cross-functional feedback mechanisms

• Utilize strong documentation, writing, and test writing skills to simplify complex information into an easy-to-understand format

• Establish, communicate and maintain documentation standards

• Create Learning Assessments and Certifications

• Facilitate learning sessions as needed

Qualifications:

• 3+ years of SaaS industry experience creating high-quality technical training, activities, and instructional content preferred

• Experience in Customer Success and conceptual knowledge of software development

• Experience utilizing training development tools such as: Articulate 360, Adobe Captivate, Camtasia.

• Demonstrated design process (e.g., ADDIE, Agile, RID) and learning strategy to guide you and your stakeholders through initial needs analysis through implementation and evaluation.

• Project management skills and “hands on” tactical management of learning experience / product development.

• High-level ability to analyze and interpret data to drive future design improvements, direction, and to quantify and validate design effectiveness.

• Demonstrated ability to communicate high impact messages and complex ideas in an effective, concise fashion in both verbal and written format.

• Agile and adaptive with the ability to work through ambiguity, prioritizing to move work forward.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.