Customer Education Specialist

Role Overview
The Customer Education Specialist is responsible for designing, developing, and delivering scalable training programs and product education initiatives that drive user understanding, feature adoption, and overall client success. This role works cross-functionally with Product, Service/Support, and Marketing teams to translate complex platform functionality into clear, engaging, and user-focused training experiences and resources. The ideal candidate is equal parts educator, content strategist, and product translator—someone who can turn complexity into clarity at scale.

Key Responsibilities
Training Programs & Delivery

Support the development of scalable training initiatives, including webinars, structured learning programs, and other one-to-many education efforts

Continuously evaluate and improve training programs based on engagement metrics and user feedback

Facilitate and moderate live training sessions, workshops, webinars, and other training outlets as needed

Content Development & Strategy

Create and maintain high-quality product education content across formats, including video, written documentation, and live training materials

Ensure consistency in messaging, tone, and accuracy across all training and content resources

Contribute to the evolution and scalability of training programs and content strategies

Product Collaboration & Enablement

Partner closely with Product teams to support feature launches through training, documentation, and user-facing communications

Translate complex workflows and functionality into clear, actionable, and user-friendly content

Provide feedback to Product teams based on user interactions, training sessions, and identified documentation gaps

Systems & Process Improvement

Identify and recommend improvements to systems and processes that enhance training delivery and user engagement

Drive efficiencies and scalability across training and enablement initiatives

Help implement tools or workflows that improve content creation and distribution

Knowledge Base & Documentation

Own and continuously improve the Knowledge Base and training documentation

Ensure all resources are accurate, up-to-date, and aligned with product updates

Optimize documentation to promote user self-service and reduce support dependency

Cross-Functional Support

Serve as a subject matter resource for Service, Support, and Product teams on training materials and platform functionality

Support internal enablement initiatives and help bridge communication between product development and user experience

Collaborate across teams to ensure alignment in how the platform is presented and understood

Qualifications

3+ years of experience in training, product education, customer enablement, or a related role in finance (CFP or financial designation a plus)

Experience creating multi-format educational content (video, written, live sessions)

Strong ability to simplify complex concepts into clear, user-friendly materials

Experience working cross-functionally with Product, Marketing, and Customer Success teams

Excellent communication, presentation, and facilitation skills

Strong organizational skills with the ability to manage multiple projects simultaneously

Familiarity with learning management systems (LMS), knowledge base tools, or content platforms is a plus

Preferred Skills

Experience in SaaS, fintech, or platform-based products

Data‑driven mindset with the ability to use metrics to improve training effectiveness

Comfort with webinar tools, video creation software, and documentation platforms

Experience supporting product launches or feature rollouts

Impact & Success Metrics

Increased adoption of product features and core workflows

Improved effectiveness and scalability of training programs and documentation

Reduced support burden through enhanced self‑service resources

Strong alignment across Product, Service/Support, and Training teams

Targeting a $65–75k base, and a 15–25% bonus target.

#J-18808-Ljbffr