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Customer Success Instructional Designer

| Greater Boston Area

As a Learning Experience Designer on the Learning & Development team, you will seek out opportunities within the Customer Success organization to empower employees to learn and grow. You will recommend innovative ways to solve challenges as well as influence the direction of our Customer Success programming globally. You will determine, design, and implement the best ways for our employees to learn new skills and knowledge. A large part of this role will be deciding how and when to use technology to enhance the learning experience, when to select a classroom experience as the best modality, and how to put together a blended curriculum that meets the needs of the Customer Success organization.

The Customer Success Learning Experience Designer will join our content development team within L&D and will have several key partnerships: the Customer Success Enablement team, our Customer Success & Support New Hire Trainers, and our Customer Success Program Manager.

In this role you will:

  • Help our learning teams create a vision for blending and social learning that supports the mission of empowering employees to learn wherever and whenever they want to.
  • Create engaging learning activities and compelling course content that enhances retention and knowledge transfer
  • Work with subject matter experts to create and develop learning content
  • Apply tested instructional design theories, practice and methods
  • Conduct instructional research and analysis on learners and their work environments
  • Work with business partners to identify target audience’s training needs
  • Visualize instructional graphics, the user interface and the finished product
  • State instructional end goals and create content that matches them
  • Create supporting material/media (audio, video, simulations, role plays, games etc)
  • Decide on the criteria used to evaluate learner performance and develop assessments
  • Maintain project documentation and course folders

Our ideal candidate has:

  • Proven working experience in instructional design and with instructional technology
  • Excellent knowledge of learning theories and instructional design models
  • Lesson and curriculum planning skills
  • Strong organizational skills, with experience juggling multiple deadlines, quick turnarounds and working in a fast-paced environment
  • Competence with Articulate Storyline 2 / 360 (or a similar authoring tool)
  • Solid knowledge of course development software overall and at least one Learning Management System
  • Ability to write effective copy, instructional text, audio scripts/video scripts
  • Experience working in an agile environment, experience with Scrum a bonus
  • Bonus if you have a BS or MA degree in instructional design, educational technology or similar although not required
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25 First Street, 2nd Floor, Cambridge, MA 02141