Our Why.
CareerPlug empowers others to reach their potential. We do this, in part, by making it easier for our clients to hire and develop the right people. We want to positively impact the lives of our employees, our small business owner clients, and their applicants/teams.
What we do.
We provide innovative recruiting and HR software for over 14,000 clients and solve one of the biggest problems in small businesses: attracting and retaining the right people. Our applicant tracking and retention platform help companies make better hires to have the right people in place to build a successful business. Our vision is leading us along an inspiring path to accomplish much more!
Who we are.
We are a 100% remote, values-based team that believes people are the heart of our business and are committed to building one of the best places to work -- anywhere. To us, that means putting care and purpose into our hiring process, providing meaningful development and training opportunities for our team members, and living our core values every day.
CareerPlug is proud to be an equal opportunity employer committed to fostering a diverse team. Our leadership takes responsibility for creating a safe and welcoming environment built on inclusion and respect for all.
Who are we looking for?
We are looking for a Customer Education Manager to lead the education efforts at CareerPlug by using data-supported research to get as many clients as possible to understand how to use the product, the value of CareerPlug, and hiring best practices. You will work with leadership and across teams to define the strategy and utilize tools and resources to positively impact our users’ experience and overall retention performance.
This is a people management position, directly managing the Technical Writer (client help center management and documentation). This is also a player/coach role. You will work alongside their team to produce written and video content and deliver client trainings.
The right person for this role is an avid student, educator, and builder, who is passionate about diving into the worlds of our user-base (small business owners) and truly understanding and communicating their needs and time constraints. This will be used to leverage scalable educational modalities that feel easily consumable and fun to the end-user and dramatically increase their time-to-value without having to stop and call or email for help. The focus of success should be on knowledge of how to use our product AND how to be successful in hiring/retaining an SMB workforce in today’s job and applicant markets.
Key Responsibilities:
Build and execute a user training and education strategy that enables our clients to ramp quickly and realize value from our product early on and ongoing when new features are released
Host and deliver client and internal education/virtual instructor-led training (VILT) sessions on relevant content, seeking feedback on how to make sessions more valuable for attendees
Design and build product training materials, including written documentation and video tutorials
Work with Product Marketing to build product documentation, with a focus on new user onboarding and feature adoption.
Identify ongoing training needs for addressing customer support inquiries and timely, full resolution
Define and drive metrics for consumption of documentation and training
Lead, manage, and hold accountable 1 direct report
Report on pre-determined customer-education metrics monthly
Key Qualifications:
3-5+ years of client education experience in a SaaS business highly preferred
Experience with virtual instructor-led trainings, creating micro-learning videos, LMS management, and building community
Benefits:
Work from home (we're fully remote)
Employer Paid Health Insurance
Dental & Vision Insurance
Unlimited PTO (with minimums!)
Home Office Stipend
401(k) Company Match
Life Insurance
Donation Matching
Remote: As of March 2020, our Austin-based team has been working fully remotely. We have transitioned to a Remote First company forever. This role may be filled by either an Austin resident or as a fully remote role for any U.S.-based candidate.Compensation: This role pays a base salary between $100,000 - $115,000 with an additional $10,000 in bonus potential. Our offer will be based on years of experience in a customer education role:
Early: 2-3 years of customer education experience = $100,000 base salary
Mid: 4-5 years of customer education experience = $107,000 base salary
Advanced: 5+ years of customer education experience = $115,000 base salary