Zip Looking for Customer Education Lead at Canada Full Time

Zip is tackling the $50B+TAM space to transform the way businesses manage spend. Our co-founders started Zip (YC S2020) because they saw the challenges companies had using outdated 20 year old software to manage hundreds of millions of dollars in spend every year. We invented the world’s leading Intake-to-Procure solution to bring a consumer grade user experience to B2B purchasing. And, we’re just getting started.

We’re a fast growing team that helped scale category-defining companies like Airbnb, Facebook, Salesforce, Apple, Quora, Pinterest, and Square. With $180 million in funding from YC Continuity (Y Combinator), CRV and Tiger Global, we’re valued at $1.5 billion in just 3 years. In today’s economic climate, the value we offer our customers is more critical than ever and our business is accelerating. We’re growing quickly and need your help!

Your Role

As the Customer Education Lead, you will play a pivotal role in shaping the customer experience by developing and managing a robust product training program. You will be responsible for creating engaging and effective training content while also defining and executing the overall strategy and roadmap for our customer education initiatives.

You Will

• Content Development:
• Design, develop, and maintain a comprehensive library of training materials, including user guides, tutorials, videos, and other multimedia assets.
• Collaborate with subject matter experts to ensure accuracy and relevance of training content.
• Regularly update training materials to align with product updates and enhancements.
• Program Strategy and Roadmap:
• Develop a strategic vision for the customer education program, outlining short-term and long-term goals.
• Create a roadmap that aligns with the company’s overall business objectives and product development plans.
• Continuously assess the effectiveness of the program and make data-driven adjustments to improve customer learning outcomes.
• Stakeholder Collaboration:
• Work closely with product managers, customer support, and marketing teams to understand product features and updates.
• Collaborate with cross-functional teams to gather insights on customer needs and pain points to tailor education programs accordingly.
• Training Delivery:
• Conduct live and on-demand training sessions for customers, ensuring they are well-versed in using our procurement SaaS platform.
• Evaluate and implement new training delivery methods and technologies to enhance the overall learning experience.
• Feedback and Improvement:
• Collect feedback from customers on training programs and use insights to enhance content and delivery methods.
• Monitor customer performance and engagement metrics to measure the success of the education program.

Qualifications

• Excellent communication and presentation skills.
• Familiarity with procurement processes and SaaS technologies. Zip product administration knowledge is a plus.
• Self-starter with the ability to think strategically and execute at a high-level
• Extremely organized with high attention to detail.
• A strong understanding of the post-sales environment, including post-sales content, tools and training.
• Able to build internal relationships with solutions consulting, customer success, support, product and engineering.
• Very comfortable with software configuration.
• Willing to do whatever it takes to make Zip and its customers happy: this is an early-stage company, and candidly, we work a lot.

The salary range for this role is $120,000-$150,000. The salary for this position is determined based on a variety of job-related factors that may include location, relevant experience, education, or particular skills and expertise.

Perks & Benefits

At Zip, we’re committed to providing our employees with everything they need to do their best work.

• 📈 Start-up equity
• 🦷 Full health, vision & dental coverage
• 🍽️ Catered lunches & dinners for SF employees
• 🚍 Commuter benefit
• 🚠 Team building events & happy hours
• 🌴 Flexible PTO
• 💻 Apple equipment plus home office budget
• 💸 401k plan

We’re looking to hire Zippers and that means hiring people who take ownership, communicate openly, have an underdog mindset, and are excited to increase the pace of innovation for every business in the world. We encourage all candidates to apply even if your experience doesn’t exactly match up to our job description. We are committed to building a diverse and inclusive workspace where everyone (regardless of age, religion, ethnicity, gender, sexual orientation, and more) feels like they belong. We look forward to hearing from you!