Customer Education Specialist

As a Customer Education Specialist on the Corporate Impact team at Blackbaud you will play a pivotal role in ensuring that our customers and end users maximize the value of our products and services. You will contribute to the creation and delivery of high-quality educational content, training materials, and scaled support resources while also focusing on maintaining a comprehensive help center, providing data-driven insights, and promoting a customer-centric philosophy within all education initiatives.  Our team highly values collaboration, new ideas and making impactful progress each day.

Key Responsibilities:

·       Educational Content Development: Collaborate with subject matter experts to create and update educational materials, including video tutorials, guides, webinars, and other resources. 

·       Help Center Maintenance: Establish and maintain a comprehensive help center, continually updating it with the latest documentation, FAQs, troubleshooting guides, and other resources for self-help. 

·       Product Knowledge: Stay informed about product updates and changes and convey this information effectively to the user base. 

·       Training and Onboarding: Conduct training sessions and webinars to help customers become proficient with our products and services. Develop and enhance onboarding education for new customers. 

·       Data and Analytics: Collect, analyze, and report on user data from the help center, Pendo and Google Analytics to derive insights that inform product improvements and educational content enhancements. 

·       Feedback Collection: Gather feedback from customers and analyze it to identify trends and areas for improvement in our products and services. 

·       Customer-Centric Philosophy: Infuse a customer-centric philosophy into all education initiatives, ensuring that every educational interaction puts the customer’s needs at the forefront. 

·       Collaboration: Work closely with cross-functional teams, including product development and marketing, to ensure seamless communication and alignment of customer education initiatives. 

Other duties as assigned.

Skills, Experience and Qualifications :

·       3-5 years of experience in a customer education, customer training or instructional design role 

·       Strong knowledge of andragogy and adult learning management best practices. 

·       Exceptional written and verbal communication skills. 

·       Proficiency in creating multimedia educational content (videos, webinars, etc.). 

·       Experience with education technology tool sets: Content authoring (Articulate360 a plus), Help Centers, Knowledge Bases (Salesforce Experience Cloud a plus), Pendo, Google Analytics, Community Management 

·       Ability to work independently and manage projects, from concept to completion soliciting input from multiple stakeholders. 

Blackbaud is a remote-first company which embraces a flexible remote work culture.  Blackbaud supports hiring and career development for all roles from the location you are in today!

The starting base pay is $53,400.00 to $70,300.00. Blackbaud may pay more or less based on employee qualifications, market value, Company finances, and other operational considerations.

Benefits Include:

• Medical, dental, and vision insurance
• Remote-first workforce
• 401(k) program with employer match
• Flexible paid time off
• Generous Parental Leave
• Volunteer for vacation
• Opportunities to connect to build community and belonging
• Pet insurance, legal and identity protection
• Tuition reimbursement program