Posted a month ago by

Manager, Customer Education

San Francisco, CA, United States
Employment: Full Time Experience: Mid-Level

Empowering our customers to create best in class customer support experiences is the Customer Education team’s passion. We live for the lightbulb moments that training experiences bring our customers. Whether we’re delivering online webinars, large classroom-style events, or working one on one, our goal is to ensure that our customers have the foundation they need to innovate and transform.

As a leader on the Customer Education team, you should be passionate about training and its importance in the customer lifecycle, well versed on customer service, versatile, creative, and love coaching a talented team of training professionals. You’ll keep up to date on our product as it evolves and collaborate with a worldwide team to advance our customers’ knowledge of and enthusiasm for Zendesk.

Responsibilities:
  • Manage and own performance of the Training Delivery team
  • Serve as an escalation point for the team and provide support, feedback, and coaching on training engagements
  • Work closely with Instructional Design, Certification, and Customer Education program management leadership to scale training operations and improve and evolve offerings
  • Build the necessary infrastructure to support the Training Delivery team as we grow and scale our program
  • Evolve training assessment methods to measure individual trainer success and identify opportunities for growth and education at the team level
  • Deliver training in an overflow capacity, as needed
Requirements:
  • 3+ years experience managing a team, preferably in a training function
  • Passion for driving excellence in training experiences
  • Strong strategic and critical thinking skills; ability to see the big picture while also getting into the details as needed
  • Excellent coaching and mentoring skills
  • Excellent written and verbal communication skills with strong attention to detail
  • Ability to build relationships cross-functionally, with strong professional presence and demonstrated ability to influence others
  • Exceptional project management skills
  • Effective decision ­making skills; and the ability to choose a course of action among various options involving uncertainty or risk
  • Positive, professional, with the ability to thrive in high ­pressure situations and environment
  • Ability to problem solve, prioritize in an ever-changing, fast-paced environment to meet goals and deliver excellence
  • Willingness to travel up to 25%
  • Bachelor's degree
Required Skills
Equal Opportunity Statement

Individuals seeking employment at Zendesk are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.

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