What's the opportunity?
Fin's Customer Education team drives customer onboarding, adoption, and transformation at scale through on-demand and live educational experiences. Live programming has the opportunity to genuinely connect with customers in unique ways that cut through the noise to build relationships that drive adoption. As a result, we’re looking for someone who can make this program exceptional.
As our Senior Customer Education Manager, Live Programs, you'll own the live training program end-to-end: designing the curriculum, building and delivering the content, running our flagship Fin Academy Live event, and supporting strategic customers alongside our Deployment Services team. This is a high-visibility role where you'll regularly present to users, admins and C-suite audiences, and shape how Fin shows up in the room.
This role requires travel to support live events and customer engagements throughout the year.
What will I be doing?
- Own the live education program end-to-end by setting the vision, roadmap, and success metrics for what we run, for whom, and to what outcome.
- Design and deliver engaging, live experiences including webinars, cohorts, in-person workshops, and our annual Fin Academy Live event in order to drive customer outcomes and retention.
- Partner with the Deployment Services team to define, create, and deliver tailored training to Enterprise customers, ensuring their teams are able to manage and scale Fin past the initial deployment.
- Partner with the Customer Education team to plan and maintain a holistic training curriculum that supports our customers’ and company’s objectives to provide a cohesive, end-to-end learning experience across all of Fin Academy’s offerings.
- Continually iterate on offerings to increase their impact on onboarding, feature adoption, and automation rate and to incorporate feedback from customers, partners, and cross-functional teams.
What skills do I need?
- 8+ years of training experience with 3–5 years in a SaaS or tech environment; professional services and/or customer success experience required.
- Strong grasp of adult learning principles and best practices that underpin effective and supportive live training experiences.
- Proven content design skills with a track record of producing presentations and training that have clear information hierarchy, a relentless focus on driving customer action, and uses grounded examples to ensure concepts land.
- Able to understand and clearly communicate complex, technical concepts and the nuances of AI products.
- Strong executive presence with the ability to deliver compellingly to both large audiences and small groups. This includes an ability to present in high stakes situations with our largest customers and their senior management.
- Skilled at maintaining engagement with all audiences and adapting in the moment whether that's managing a derailed discussion, a difficult question, or an unengaged group.
- Superb program management skills, including stakeholder management, SME engagement, and end-to-end project management to lead large initiatives.
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