We are looking for a strategic and creative Learning Experience Specialist to build and launch the Customer Academy. In this pivotal role, you will be responsible for executing our vision of a unified, scalable learning hub that empowers customers, partners, and internal teams.
You will not just be creating content; you will be the architect of our educational ecosystem - working in a new LMS, defining certification frameworks, and designing role-based learning paths that drive product adoption and generate new revenue streams.
Key Responsibilities
1. Academy Strategy & Infrastructure
LMS Implementation: Lead the setup of the Learning Management System (LMS) that will serve as the foundation for the Academy.
Branding & Structure: Define the structure of the Academy to ensure a world-class, on-brand user experience.
Certification Framework: Design the architecture for paid and free certification programs, based on user role.
2. Content Development & Instructional Design
Curriculum Design: Develop role-based learning tracks for external users (Admins, IT Managers, Service Desk Agents) and internal teams (Customer Care, Customer Revenue).
Content Creation: Produce high-quality, engaging educational assets, including:
Self-paced video courses and interactive modules.
Sandbox exercises and deep-dive workshops.
"Trial learning packs" to support Sales-Led Trials (SLT).
3. Internal Enablement & Knowledge Management
Internal Tracks: Build specialized onboarding and enablement paths for our employees (Customer Care, Customer Revenue, Sales Engineers, Professional Services).
Readiness Programs: Create mandatory readiness certifications and knowledge refresh cycles for every major product release to ensure global consistency.
4. Community & Revenue Growth
Community Integration: Gamify learning through badges and ranks, and foster peer-to-peer learning.
Revenue Generation: Develop and launch paid certification programs and advanced instructor-led bootcamps to create a new revenue channel.
Requirements: 3+ years of experience in Instructional Design, Learning & Development, or Customer Education in a SaaS environment.
Proven experience selecting, implementing, and managing an LMS.
Strong proficiency in content creation tools.
Experience building certification programs from scratch is a huge plus.
Ability to translate complex technical concepts (ITSM, automation, asset management, AI) into accessible, engaging learning experiences.
Strategic mindset: You can connect educational initiatives to business KPIs like MRR, adoption, and support ticket reduction.
This position is open to all candidates.