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Director of Customer Education (remote role)
Thought Industries
Thought Industries powers the business of learning with our industry-leading enterprise learning technology. We were founded in 2014 around the core belief that online learning experiences should be modern, intuitive, engaging, and scalable. Today, our growing team builds and maintains the only learning solution with completely native tools and integrations that drive higher engagement, learner proficiency, and retention rates for our customers.
The Opportunity 
As a key member of the Learning Strategies team, the Director of Customer Education will create and execute a customer education strategy that is best-in-class. Reporting into the VP of Learning Strategies, you will build and manage a team of program managers, instructional designers, trainers, and content developers. Together, you will create programs that are effective and engaging, and that showcase the power of the Thought Industries platform to both customers and prospects.
In this role, you will leverage cutting-edge research and establish industry-leading practices in your efforts to drive value for our customers. Because the Thought Industries platform serves customer education and training professionals, it is imperative that you’re confident in your ability to inspire and lead the way. Your work will also help us innovate our own product to better serve customer education teams like yours!
The ideal candidate is a proven, effective leader/manager who sets goals, brings out the best in others, and efficiently utilizes resources to achieve success. You should have a strong track-record in learning and customer experience and be comfortable engaging with internal and external stakeholders. 
Responsibilities 
 
  • Hire, coach, and manage a high-performing customer education team.
  • Establish and oversee Thought Industries’ customer education programs, developing high-quality learning experiences leading to positive learning outcomes, customer product adoption, and retention. These include:
    • Online Courses
    • Instructor-Led Training
    • Support Documentation
    • In-Product Education
    • Certification
    • Online Community
  • Develop a customer-centric, data-driven model for personalized education.
  • Establish and promote industry-leading best practices around customer education.
  • Learn and become intimately familiar with the Thought Industries platform in order to empathize with customers and explore what’s possible.
  • Work closely with internal teams to align priorities, collaborate on learning initiatives, and communicate results.
  • Partner with the product team with requirements development, user case validation, and research that defines the future product roadmap. 
 
Qualifications: 
  • Minimum of 5-years of experience in Customer Education is required. 
  • Track-record in developing innovative strategies that produce exceptional results. 
  • Excellent communication and organization skills.
  • Excellent problem solving and analytical skills. 
  • Experience in leading teams and managing performance, preferably with remote teams. We have offices in Boston but many of our teammates are distributed across multiple states and countries.
  • Experience creating education programs with a focus in online and blended learning 
  • Track record working with a customer success and product teams, and partnering on customer retention and product adoption. 
  • Strong understanding of data analytics and performance measurement. 
  • Proven ability to build collaborative, trusting cross-functional relationships across the organization. 
  • Passion for web-based and mobile technology and knowledge of industry structure, trends and influential companies

About our Company
Thought Industries is Boston-based software company founded in 2014. Our technology platform is helping learning companies build and deliver a wide range of market-leading digital learning products. We are a private equity-backed company with employees on the east and west coast of the U.S. and Ireland. We are a people-first organization with a flexible, fun, hard working environment. 
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • Ember.jsFrameworks
    • Node.jsFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • InVisionDesign
    • SketchDesign
    • FigmaDesign
    • Maze Design
    • MiroDesign
    • SmartsheetManagement
    • AirTableManagement
    • GithubManagement
    • HubSpotCRM
    • SalesforceCRM
    • MailgunEmail
    • SendGridEmail

Location

We are in the heart of Downtown Boston, over looking P.O. Square Park. Surrounding us are tons of shops, restaurants, coffee shops and fitness studios

An Insider's view of Thought Industries

What’s the vibe like in the office?

High performance, high energy, low pressure, family; those are some things that come to mind. Every department has its own styles. The common theme is hard work for sure, mixed with business oriented but still relaxed and easy going. Everyone is in it for the next person. It genuinely feels like a family.

Sulaiman

Project Manager

What does your typical day look like?

My day officially begins at 8:30A.M, throughout the day I am in & out of meetings, personalizing emails & prospecting new accounts. Cold calling may not sound glorious , but Thought Industries makes work enjoyable with moments spent chit-chatting with other members of ‘the pit’, petting office dogs, snacking on food & coffee that is provided for us

Jaclyn

BDR Team Lead

How has your career grown since starting at the company?

I joined Thought Industries when we first launched. I learned to wear many hats and understand various aspects by working with/in each department. As we grew I was supported in developing core skills specific to my career passion. Thought Industries continues to support, mentor and develop our employees and that is something to take a lot of pride.

Ryan

Global Sales Manager

What are Thought Industries Perks + Benefits

Thought Industries Benefits Overview

Thought Industries offers a wide variety of benefits and perks, such as: Full Healthcare Options, Dental coverage, Vision coverage, 401K, Remote work, Parental Leave, Team Outings (current Remote Events!), Short Term Disability, Long Term Disability, Life Insurance (STD, LTS & Life Insurance, all fully paid by the company!), EAP Program (fully paid), Home Office Stipend, Meditation & Wellness Apps, Peer Rewards Program, Company Rest Days (day off!)& Other Employee incentives.

Culture
Volunteer in local community
We get together once a quarter and work with our charity in providing to the community. We also make donations as they present themselves. *on pause due to COVID-19- can't wait to resume!
Partners with Nonprofits
We work closely with Boston Cares in giving back to our community
Friends outside of work
Eat lunch together
Intracompany committees
Diversity & Inclusion Committee, Culture Committee
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Thought Industries works with MBTA to provide passes through the Perq Program
Company Outings
Happy Hours
Pet Friendly
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Cross functional training encouraged
Promote from within
Continuing Education stipend
Online course subscriptions available
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