Customer Education Update (June 03, 2024)
Everything that you need to know this week in the world of Customer Education!
Welcome to the Customer Education Weekly, where we break down the world of Customer Education each week to keep you informed and empowered! We’ll keep it as simple as 3-2-1, like this:
3 Resources, including articles, blog posts, or other CE goodies
2 Social posts, likely from LinkedIn or one of the CE communities
1 Job highlight, either someone looking for their next role or a role needing to be filled
Additionally, we’ll always include a list of new podcast episodes and upcoming events.
Let’s get to it!
News and Resources
Brainstorm's 2024 State of Customer Education Study
In the past two decades, we’ve witnessed a whirlwind of changes to how software companies and their customers attempt to get end users to adopt their technology.
In this report, Brainstorm explores educational approaches (past and present), the market impact of those trends, and how to make predictions about the next wave of innovation.
Skilljar's Customer Education Glossary
Feeling overwhelmed by the terminology used in customer education programs? This guide is here to help. Skilljar unpacks the key terms you'll encounter when designing and implementing effective learning experiences for your customers.
How Veeam Grew its Online Community to the Company’s Top Strength
Much of the work we do on the community team is thought of as an investment. Build the foundation today and eventually your company will see results. Of course, online community grows exponentially in value over time, but there are immediate benefits that can’t be ignored.
Veeam, a modern data protection solution founded in 2005, is proof that both the immediate and ongoing benefits of peer-to-peer community engagement are critical for today’s organizations. Gainsight recently chatted with Madalina Cristil, Community Manager, and Safiya Mohamed, Community Analyst, about how they managed to build their community over almost two decades and what the impact of their commitment has been.
To learn more about Veeam’s peer-to-peer engagement strategy and the results they’ve earned, watch the entire webinar on demand.
Getting Social
Context and Customer Education
I’m bringing you a DOUBLE DOSE of Roberto this week. In this post, Roberto talks about the importance of context. For CE, this often means showing how your tool is important to the “job-to-be-done.”
Unlocking Unknown Features of Gmail
In this other post, Roberto shows us how to use a feature of Gmail that helps you schedule meetings more efficiently. I know that I have missed out on meetings purely because scheduling is tough. This can help!
Career Spotlight
Training Specialist
Location: US Remote
Description
As Ninety continues to experience exceptional growth, we are looking to bring on a Training Specialist on the Product Education team who is specifically responsible for helping our clients achieve their goals. This is accomplished by creating and instructing on world-class learning material educating clients on best practices and advising how they should be connecting various aspects of their business using our software. This position reports directly to the Product Education Manager, working in collaboration with other content creators, product development, client success, marketing, and other cross-functional teams.
Responsibilities
Create and deliver effective training experiences to improve the client onboarding experience
Design and develop engaging and effective learning programs, courses, and materials that align with organizational objectives
Work with internal teams to define learning requirements and goals
Experiment and iterate often, gathering early feedback and taking action
Requirements
Experience in instructional design and developing instructor-led and on-demand content
Knowledge of learning experience design methodologies and a proven ability to craft and deliver learning content that is effective and engaging
Samples of learning material demonstrating your ability to solve learner needs using your strong design and development skills, attention to detail, and a sophisticated aesthetic
Familiarity scoping, designing, testing, building, launching, and facilitating learning experiences
Proficiency in managing, analyzing, and reporting on learner analytics, including engagement, performance, and efficacy data
A desire to always wonder how we might do things in new ways that scale and improve the learner experience
The ability to manage time effectively, work independently, and be self-motivated
Attributes aligning with our Core Values — GSSD (Get Smart Stuff Done), Team, Resilient, Inquisitive, Best, and Extra Mile
Upcoming Events
June 3: Meetup (Amsterdam): The Modern Case for ROI in Customer Education
June 5: New Metrics for Customer Education - And How to Track Them
June 6: Scale + Customer Success Summit
June 6: Harmonizing Digital and Human Touch: Can They Coexist?
June 13: Summit Series: Unlock Education Team Productivity with AI
June 24: Intellum Roundtable: Metrics & Measurement
Latest Podcast Episodes
CELab: Mark Kilens: Education is a Fundamental Pillar of your Go-to-Market
Content Amplified: How to Create Effective Educational Content
The Digital Customer Experience Podcast: Status of the Industry and Promise of AI with Jeff Heckler
The Visual Lounge: Humans Wanted: Using AI to Elevate Your Work