Head of Customer Education

Key Highlights

• Overseeing RecOps Consulting, ensuring 1:1 customer engagements are driving real value, and that insights from direct consulting work find their way into Academy content rather than staying locked in individual engagements.
• Partnering with Professional Services on scoping and delivering paid RecOps engagements — including how packages are structured, where the line sits between complimentary and paid work, and how the consulting model evolves by segment.
• Partnering with the Manager of Academy on content strategy — what gets built, how it’s organized, and how the library evolves as the product and customer base grow.
• Building out new Academy programs, including a product certification path, centralizing the webinar function under CE, and launching a Digital Programs capability that brings education directly to customers through in-app and email experiences.
• Product EnablementBuilding out Product Enablement as a distinct function — translating the last 20% of product context for CSMs and AEs, addressing the continuous shipping problem for our field teams, and designing a new hire onboarding experience that’s more durable than what we have today.