Ellevation is seeking a full-time Product Education Designer to design a cohesive and consistent customer experience that makes it easy for educators to leverage an Ellevation product to impact student outcomes. This Product Education Designer will be focused on the customer journey for our professional learning product for teachers of multilingual learners, Ellevation Strategies.

This individual will have the unique opportunity to define the full customer journey for a product. They will assess, improve, and add to the resources and processes that Ellevation’s internal teams leverage to provide proactive and reactive support for the educators who use the product.

We are looking for a strategic thinker with experience creating impactful content for a non-technical audience. The Product Education Designer, Customer Journey will become an expert on the product and its users and act as the owner of our onboarding, training, and support materials. They will work closely with our Success, Services, and Support teams, enabling them to ensure that our customers have the support that they need to successfully adopt the product. 

As Ellevation continues to grow, the Product Education team will be integral to our ability to deliver a consistent and effective customer experience at scale.

The Product Education Designer, Customer Journey will be responsible for ensuring that the customer experience is cohesive, meets our customers needs, and is consistent with our company goals. This will include:

Responsibilities

• Working with stakeholders on our Success, Services, and Revenue teams to define our implementation and ongoing support approach, including the services that we offer to all customers and our catalog of professional services available for purchase
• Creating and maintaining materials leveraged by our Success and Services teams to facilitate meetings and deliver synchronous trainings (in person and virtually)
• Assessing the need for and creating self-access materials such as knowledge base articles, videos, workflow how-tos, best practice guides as well as templated replies and resources that can be shared reactively to support rollout, use, and adoption of the product 
• Designing, creating, deploying, testing, and iterating on a customer nurture approach for different user types to encourage continued engagement with and use of the product, including writing and deploying email campaigns and designing and preparing trainers to deliver webinars
• Observing customer interactions and collecting feedback from internal team members to inform needs analyses
• Working with Success, Services, and Support leadership to determine when and how to roll out new materials and processes and delivering internal training on these topics as needed

Within 1 month, you will:

• Learn about Ellevation, our company structure, and the work we do to improve outcomes for multilingual learners
• Learn about the Product Education team, our mission, and how we work with other teams
• Become familiar with our existing customer journey, as well as our content creation and authoring tools
• Begin observing customer interactions

Within 3 months, you will:

• Begin to build relationships with colleagues across our Success, Services, and Support teams
• Master the basic and complex use cases of the Ellevation product that you are focused on
• Make improvements to one or more existing materials with significant support
• Conduct a needs analysis for a portion of the customer journey

Within 6 months, you will:

• Make improvements to existing materials as needed with minimal support
• Identify what changes or innovations can be made to a portion of the customer journey, work cross-functionally to get buy-in for proposed changes, execute on proposed changes, and lead the internal rollout and change management process for the changes that you made

Within 12 months, you will:

• Make improvements to existing materials and produce new materials as needed with minimal support
• Develop a continuous cycle of needs analysis for the entire customer journey wherein you are assessing needs, proposing changes, building buy-in, executing, and rolling out changes on an ongoing basis

About You:

• Hands-on content creation/instructional design experience, including designing and creating customer-facing product education, product marketing, documentation, training, or support assets, preferably within a SaaS or EdTech environment
• Experience working in K-12 schools (especially as a school leader or classroom educator) or in a customer-facing role in an EdTech environment is preferred
• Strong project management skills including the ability to create structure in ambiguous environments, prioritize and manage time effectively, and pay rigorous attention to details
• Ability to learn and become intimately familiar with our product so that you understand the way customers use it and can create a journey that supports them to achieve their desired outcomes
• Cross-team collaboration and communication skills, including the ability to understand internal teams and their roles, collect meaningful input from individuals across the organization, synthesize inputs and communicate out trends, present proposed approaches in written or presentation format, and gather practicable feedback and signoff from leadership
• Ability to design and facilitate internal training and manage change for internal teams, ensuring that stakeholders understand the why behind the changes to their process and feel equipped to leverage new processes/materials
• Passionate about a customer-centric approach to support focused on developing an achievable, scalable approach to drive impact

About Us:

At Ellevation, we develop world-class software to help school districts and educators support the fastest growing population of K-12 students: English Language Learners (ELLs). Ellevation helps school districts transform their EL programs and ensure all students can achieve their highest aspirations with a best-in-class data and instructional planning platform, resources to build teacher capacity, and student-facing programs to teach academic language.

We are a fast-growing, mission-driven technology company, partnering with over 1,200 school districts and more than 3 million current and former EL students. Over the next five years we are focused on doubling the number of students we serve and driving measurable outcomes for students. We are well-capitalized, have a strong team, and are continuously focused on how to build the best organization so that we can achieve our ambitious social and financial objectives.

Why Ellevation?

In addition to our great benefit plans and competitive salaries, here are some other perks that make us unique:

+ Great location in Boston - a stone’s throw from the Chauncy Street/Downtown Crossing T stop (We are currently working 100% remotely due to COVID-19)

+ Ability to make a significant impact in the education industry

+ Fun Fridays including virtual happy hours with our remote team

+ Free snacks, beverages, fruit, and we even compost!

+ On-site gym, game room and darts to support all levels of athleticism

+ Opportunity to join an open and collaborative work environment!

Learn more about our team in our Culture Deck.

Here at Ellevation, we champion diversity, inclusion, equity, and belonging. We strive to build a team that reflects the diverse communities we serve. We’re an equal opportunity employer, committed to creating an inclusive workplace that promotes and values a range of ideas and opinions. We embrace all types of differences in the development of our organization. We are proud to have been recognized in prior years as “Best Tech Workplace for Diversity” from the Timmy Awards for investing in trainings around inclusive behaviors, microaggressions, unconscious bias, and fostering a culture of sharing educational resources across the company. We are encouraged by our progress, but there’s more work to be done.

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