Customer Education Content Specialist
San Juan, Puerto Rico
Liberty Latin America
Full-time
almost 2 years ago
Job Description:
As our Customer Education Content Specialist, you will help Liberty’s customers get maximum value from the products and services as quickly as possible. You will become an expert on all product features and educate users throughout their customer journey from onboarding to expert. You will work closely with team members across multiple departments to create strategic courses, certifications, webinars, and more that are aligned with both company and customer goals. Build and create a training and education strategy that enables our customers to ramp quickly and realize value from our product.
Assessment, background check and drug test will be required to successful candidate.
If you believe you have been discriminated against you may notify the Equal Employment Opportunity Commission, the Federal Communications Commission, or other appropriate agency.
- Proactively analyze data, trends, and feedback to identify training needs, improve the learning experience, and develop new offerings.
- Research and develop 1:1 and 1: many customer engagement strategies through social media, email, live training, and proactive scaled at-risk outreach.
- Research, design and develop the best ways to display educational material to consumers.
- Analyze user feedback received through various channels to determine customer needs.
- Deliver creative, learner-centered, engaging online learning content that drives customer adoption and retention. With a focus on asynchronous delivery, deliverables will include interactive e-learning modules, videos, job aids, facilitator guides, and practice, review, and resource materials.
- Create an enjoyable, cohesive, and relevant learning experience across all customer-facing learning resources. These include our onboarding program, help center, reference guides, in-product education, and supporting materials for launch of new features and products.
- Create customer-facing training materials that is easily digestible and engaging, including videos, audio recordings, learning paths, booklets, one pager and infographics.
- Identify ways to educate various customer personas at each stage of the customer journey and create customized learning paths.
- Own and evolve the customer education roadmap, continuously building and adding learning paths for new and existing customers and partners.
- Help facilitate a progressive customer journey path that uses our knowledge of each customer to guide them to relevant rewarding moments that lead them to real world outcomes.
- Collaborate with our Product Marketing, Customer Marketing, Design, Internal L&D and Product teams to build an integrated customer education strategy.
- Develop instructional end goals and self-paced online courses using course authoring tools, graphic design principles, and strong writing skills.
- Implement effective learning assessments to measure training effectiveness. Gather and track engagement and evaluation data to make improvements as needed.
- Transform our Liberty University website section as the hub for customer training/education.
- Host a calendar of virtual trainings supporting new customer onboarding and ongoing user adoption.
- Identify and recommend new learning technologies, systems and methods of engaging customers and learners with greater impact and efficiency.
- Support monitor and measurement of effectiveness of all training programs and conduct evaluations to identify areas for improvement in training process.
- Demonstrates and ensures compliance with the Customer First Philosophy, all Liberty Latin America's policies and procedures including the Code of Conduct and Liberty safety standards and procedures.
- Other functions that may be assigned.
- BS/MS in Human Resources, Learning and Development, Organizational Psychology, or relevant field.
- Have 3+ years of experience developing training, content, or enablement programs; Bonus points if you know your way around an LMS (Skilljar, Lessonly, Docebo, Adobe) and CRM (Sales force)
- Have previous experience with content development from scratch, instructional design, and e-learning using tools/software such as Moovly, VideoScribe, Doodly and or Vyond.
- Experience with creating and modifying engaging written and video content that promotes customer product adoption and self-sufficiency.
- Experience developing digital assets (decks, guides, SCORM, video, web content, etc.) and interactive content.
- Fully Bilingual (Spanish and English).
- Creative, resourceful, diligent, and well-organized.
- Demonstrated experience in delivery of training sessions via video, demonstrations, presentations, learning modules, and/or self-directed training tools.
- Good understanding of the online content creation nuances (SEO, key-wording/phrasing) and basic HTML/CSS knowledge.
- A strong teammate, a self-starter who thrives in a fast-paced, high-growth start-up environment.
- Can thoughtfully manage and prioritize multiple content requests and timelines.
- Have a proven track record of building cross-functional partnerships and alignment.
- Have experience building to scale. You think in terms of platforms, systems, and strategies to ensure your work contributes to long-term growth goals.
- Familiarity with information architecture principles and navigational structure of educational material.
- Understanding of User Journey Mapping methodology and incorporating it into workflows.
- Customer-obsessed mentality and caring about the end user.
Assessment, background check and drug test will be required to successful candidate.
If you believe you have been discriminated against you may notify the Equal Employment Opportunity Commission, the Federal Communications Commission, or other appropriate agency.