Customer Education & Adoption Manager
Moveworks is the copilot platform for automating employee support, empowering our customer’s workforce to converse with all of their business systems through natural language. Powered by the world’s most advanced LLMs and our proprietary MoveLM models, our copilot enables users to search information, automate tasks, and create content with generative AI.
Brands such as Databricks, Broadcom, DocuSign, and Palo Alto Networks leverage Moveworks to automate support, enhance employee experience and productivity, and navigate critical business initiatives.
Founded in 2016, Moveworks has raised a total of $315 million in funding, and was most recently at $2.1 billion, thanks to our award-winning product and team. In 2023, we were included in the Forbes Cloud 100 list as well as the Forbes AI 50 for the fifth consecutive year. We were also recognized by the 2023 Edison Awards for AI Optimized Productivity, and were included on Fast Company's Most Innovative Companies list for 2024!
Moveworks has over 500 employees in six offices around the world, and is backed by some of the world's most prominent investors, including Kleiner Perkins, Lightspeed, Bain Capital Ventures, Sapphire Ventures, Iconiq, and more.
Come join one of the most innovative teams on the planet!
Location: (Remote USA)
What You Will Do
We are seeking a passionate and experienced Customer Education & Adoption Manager to evolve our customer education efforts. As a member of our Customer Success Operations team, you will work cross-functionally to build upon our extensive self-paced coursework in Moveworks Academy, as well as develop and deliver high-impact live training programs for our generative AI products. You will play the critical role of ensuring customers integrate our products into their operating rhythm and derive high value from them.
As a customer onboarding specialist, you will:
- Engage cross-functional stakeholders to evolve our customer education content: Collaborate with teams throughout Moveworks, such as Product Management, Professional Services, Customer Success, and Sales to refine our customer education content and align them to overall business goals. Partner with Operations and Data Science teams to develop reporting to measure the impact of education initiatives.
- Develop and conduct short-term consultative training engagements with customers to improve product adoption: Your goal is to ensure that customers integrate the products into their operating rhythm by helping them understand how to leverage cutting-edge Moveworks applications.
- Partner with customers on 4-6 week engagements to properly onboard them to the product in two scenarios:
- At the launch of that product
- When adoption for that product is low
- Design and implement in-person training and certification programs for customers who prefer a more hands-on learning experience. Coordinate logistics and manage the delivery of these programs to ensure a seamless experience for participants.
Measurable Success Criteria
As part of this role, you will be evaluated on a few key success criteria metrics:
- Increased product usage (captured product usage data) across Moveworks products from customers participating in engagements (at 1 month, 3 month, 6 months post-training)
- Drive a high rate of Customer participation in live engagements, with an emphasis on key accounts (100% of key accounts participate in at least one live training every 6 months)
- Maintain a Net Promoter Score (NPS) of at least 70+ for training programs and content produced.
What You Bring To The Table
- 3+ years of experience in developing and delivering training programs, preferably in a technology or SaaS environment.
- Professional Services/Live Training experience in the enterprise SaaS space with a proven track record of improving customer outcomes
- Experience with change management and working with mid-level and senior management in customer relationships
- Independently driven to learn about Enterprise applications of AI
- Strong presentation and communication skills, with the ability to engage and motivate audiences both virtual and in-person settings
- Proficiency in creating training materials using tools such as Google Slides, Google Docs, Loom, Zoom, MS Teams, Learning Management Systems (LMS) like LearnUpon.
- Experience with customer-facing roles and a passion for driving customer success.
- Ability to work independently and manage multiple projects simultaneously.
Compensation Range- $ 107,000- $189,000 (Location dependent)
*Our compensation package includes a market competitive salary, equity for all full time roles, exceptional benefits, and, for applicable roles, commissions or bonus plans.
Ultimately, in determining pay, final offers may vary from the amount listed based on geography, the role’s scope and complexity, the candidate’s experience and expertise, and other factors.
Moveworks Is An Equal Opportunity Employer
*Moveworks is proud to be an equal opportunity employer. We provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, veteran status, or any other characteristics protected by law.