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Customer Education Manager

Hearsay's clients realize it takes more than just the right technology to successfully execute digital transformation. We are looking for a Customer Education Manager to join our incredible Client Services team to help identify, create, and deliver training support for our customers and drive content creation for our education program. The Customer Education Team is at the heart of the customer experience as we train our users, share product updates, deliver best practices and help them grow their business through digital tools. 

About Hearsay Systems: Founded in 2009 by Clara Shih and Steve Garrity, and helmed by CEO Mike Boese, Hearsay Systems leads the field in offering sophisticated client engagement products to companies within the financial services vertical. We are a tightly knit and dedicated group that passionately believes in our products, our people, and our culture. Our products engage customers across Facebook, LinkedIn, Twitter, and Instagram, email, text, and voice. And every product syncs beautifully to Salesforce, Microsoft Dynamics, and other CRM systems. 

Hearsay is used by more than 170,000 financial advisors and insurance agents. Our clients include Morgan Stanley, Goldman Sachs, Wells Fargo, JP Morgan Chase, Prudential, New York Life and Allstate. We enable them to get a real-time pulse of field conversations and to trigger more effective targeted advisor-client outreach with AI-optimized calls, text messages, email follow-ups, and social media interactions.

Our Client Services team focuses on platform deployments, content strategy, and digital transformation services to help our customers realize value from their investments quickly and effectively. Combining tech experience with a laser focus on driving change in the financial services and insurance world, our professional services organization is made up of industry veterans uniquely positioned to help at every step of the customer journey.

Responsibilities

  • Lead live and online training sessions, including consultation with subject matter experts and customers to prescribe training programs
  • Collaborate with subject matter experts and all levels of management in developing interactive training programs for users
  • Support a creative team responsible for providing engaging and evolving educational resources to serve the need for success and growth with customers
  • Assist with strategy development and execution for the education team
  • Collaborate with the Hearsay Product and Engineering teams to develop product enablement documentation
  • Manage Help Center product documentation shared with customers, including creation and upkeep of materials
  • Lead value assessment for training and education program
  • Develop ideas to improve training efficiencies and best practices for the team at scale
  • Oversee QA process for the education team to standardize all customer materials

    • Requirements

  • 3+ years of writing and training program experience
  • Exceptional writing and editing skills, technical and market copywriting experience a plus
  • Excellent presentation skills and professionalism
  • Ability to conduct live demo sessions and train users on product best practices
  • Experience training customers on digital tools, preferably on social media & digital best practices
  • Experience leading live training sessions and speaking in front of large audiences
  • Experience working with Product and Engineering teams to create product documentation
  • Strong time management skills to meet documentation release dates
  • Expertise managing Help Center systems, preferably through Zendesk
  • Ability to quickly learn systems and transfer that knowledge into documentation
  • Knowledge or software that supports online learning programs or general webinars (Adobe Connect, Blackboard Collaborate, GotoMeeting, WebEx etc.)
  • Highly proficient with MS Word, Excel, and PowerPoint, or similar
  • Experience working with audio/video files and e-learnings
  • Experience with a Learning Management System (LMS)
  • Knowledge of ILMS or SCORM is a plus
    • Apply Now