Job Description

Customer Success is the core of our operation and key to supporting Casebook’s mission to ‘help the helpers’ in Human Services.The Customer Success team aspires to ensure our new customers see increased organization and collaboration between staff through better relationships, especially with their own clients who are our nation’s most vulnerable. As Casebook’s Customer Education Manager, you’ll develop a new function in our CS team, to be responsible for developing content to help onboard and train customers on how to get the most value out of the Casebook platform and their partnership with our Customer Success team.The ideal candidate will have a background in learning and be excited about helping people and problem solving.You must have a passion for education, with a knack for translating technical capabilities into compelling, human stories. The successful candidate will be responsible for creating the best experience possible for new and existing users of our technology and services.We are looking for an excellent project manager, who is highly organized and possesses strong time management skillsCasebook PBC is also an equal opportunity employer.At Casebook PBC, we appreciate the value of diversity, and strive to create and support a workforce representative of the population we serve. Casebook PBC is committed to creating an inclusive and respectful environment for all employees, and does not discriminate on the basis of race, color, religion, sex, gender expression and identity, national origin, political affiliation, sexual orientation, sexual and reproductive health decisions, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or any other non-merit factor. What you’ll do

• Research, design, develop and update videos, articles, diagrams, and guides to help users accomplish their goals using Casebook
• Report on and communicate the results of educational content to cross-functional stakeholders
• Partner with cross-functional teams to align on adoption strategies and drive business outcomes
• Become a Casebook product expert
• Contribute to the administration of a learning management system
• Work with our global team to produce a world-class customer experience

Qualifications

• 2-4 years of combined experience building engaging educational content for adults in a variety of modalities (video, webinar, articles, quizzes),and have produced product training materials in written and video-based formats.
• You are excellent with short-and long-form writing and communication skills.
• At least 2 years of experience creating educational content in the software industry
• Strong grasp of adult pedagogical principles
• Experience with video editing software like Camtasia
• Passion about building a Customer Education function from scratch
• You are a self-starter and enjoy building new systems and programs from scratch.You are self-directed and know what it takes to build a successful education program from the ground-up.
• You are a mission-driven individual that will embrace Casebook’s mission to put customers first, and successfully convey it through strategic demonstrations of our technology.
• You have strong project management skills.You must be able to organize work in a methodical and rigorous manner but equally comfortable in a fast-paced environment.
• You are a team player with a low ego, low maintenance, no job too big or small.You are humble.We’re looking for a willingness to jump in as needed on anything.
• You can pull data, identify key trends, and find opportunities for leverage in order to continuously improve programs.
• Knowledge in agile, product management, and design methodologies is preferred

Additional Information

All your information will be kept confidential according to EEO guidelines.

LOCATION: Remote; Must work East Coast business hours 

REPORTING INFORMATION: Reports to the Service Delivery Manager.

CULTURE AND BENEFITS SUMMARY:  Casebook PBC is proud to be a certified Great Place to Work: https://www.greatplacetowork.com/certified-company/7015438