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Customer Education Operations Manager

SteelHouse

SteelHouse

Customer Service, Operations
United States
Posted on Tuesday, May 14, 2024

At MNTN, we’ve built a culture based on quality, trust, ambition, and accountability – but most importantly we really like working here. We’re looking for people who naturally want to do more, own more, and make an impact in their careers – and we’re seeking someone that can help us grow our team.

We know that one of the keys to our growth as an organization is an effective and streamlined learning program for teammates, customers, and partners. We’re seeking a Customer Education Operations Manager to help transform customer and partner learning projects within our Learning & Enablement team.

We are looking for someone who is passionate about learning, communicating, and improving processes and takes pride in partnering with teams across the business to maximize the company’s growth. This role will report to our Director of Learning Design & Operations and maximize the team’s potential by leveraging relationship-building skills, technical acumen, and onboarding expertise to power a Continuous Culture of Learning internally and externally.

You will:

  • Partner closely with Learning Experience Designers to assess customer training needs and update training materials accordingly.
  • Assist Revenue Enablement Managers in creating virtual training programs for customer education.
  • Aid the Learning Operations Team in tracking and reporting customer training participation and impact.
  • Maintain governance of customer and partner training materials in our Content Management System and Learning Management System.
  • Establish and maintain strong relationships with key stakeholders and work cross-functionally to align customer education efforts with business goals.
    • Collaborate with product development teams to stay updated on new features and updates.
    • Collaborate with marketing teams to provide up-to-date marketing materials to our partners.
    • Collaborate with Go-To-Market teams to anticipate upcoming initiatives and adjust training roadmaps.
    • Collaborate with revenue teams to address common challenges and improve overall customer satisfaction.
  • Provide ongoing support and assistance to customers during and after training sessions.
  • Address customer inquiries and concerns related to training content.
  • Collect feedback from customers to continually improve training programs.
  • Stay informed about industry trends and best practices in customer training, onboarding, and implementation.
  • Craft communication plans to convey processes, project updates, training plans, and program details.

You have:

  • Proven experience in Customer Success, Onboarding, Implementation, Operations Management, or a related role.
  • Experience in the advertising or marketing technology industry.
  • Strong verbal and written communication skills.
  • Strong presentation skills and experience presenting to an executive audience.
  • Foundational operations and project management knowledge, along with the ability to own your initiatives from start to finish.
  • Excellent interpersonal skills and a customer-focused mindset.
  • Excellent problem-solving and critical-thinking skills.
  • An agile mindset with strong organizational and multitasking abilities.
  • Proficiency in using Content Management Systems, Learning Management Systems, Project Management Tools, and content design tools.
  • Analytical mindset with the ability to interpret data and make informed decisions.
  • Strong ability to work closely with others, find common ground, and work in a team environment.
MNTN Perks:
  • 100% remote within the US
  • Open-ended vacation policy with an annual vacation allowance
  • Three-day weekend every month of the year
  • Competitive compensation
  • 100% healthcare coverage
  • 401k plan
  • Flexible Spending Account (FSA) for dependent, medical, and dental care
  • Access to coaching, therapy, and professional development

About MNTN:

Our recruiters will always reach out using an email address ending with @mountain.com. If you’re contacted by someone without that address and they mention a Reference Code (which we never use), then that ain’t us folks. Tell those trolls to take a hike–you’re waiting to climb a MNTN.

MNTN provides advertising software for brands to reach their audience across Connected TV, web, and mobile. MNTN Performance TV has redefined what it means to advertise on television, transforming Connected TV into a direct-response, performance marketing channel. Our web retargeting has been leveraged by thousands of top brands for over a decade, driving billions of dollars in revenue.

Our solutions give advertisers total transparency and complete control over their campaigns – all with the fastest go-live in the industry. As a result, thousands of top brands have partnered with MNTN, including Petsmart, Build with Ferguson Master, Simplisafe, Yieldstreet and National University.

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