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About the role
- Customer Education Manager for PlayPlay, enhancing client autonomy and satisfaction through video training programs. Engage clients with onboarding, analytics, and interactive learning resources in a dynamic environment.
Responsibilities
- Coordinate and organize group onboarding sessions.
- Co-host webinars focused on adoption and usage.
- Conduct comprehensive assessments to identify users' training needs.
- Design a structured training program, including an impactful onboarding, an end-to-end learning journey, and engaging learning materials.
- Track key performance indicators, such as reducing time to first video.
- Collaborate with Product and Marketing teams to ensure consistent, aligned educational content.
- Write, film, and edit high-impact video tutorials (FR & EN).
- Structure and maintain learning content on our dedicated platform to ensure a seamless and modern user experience.
- Scale and update learning materials to match product releases and address user pain points.
- Build and monitor reporting dashboards to measure the effectiveness of our onboarding program (e.g., activation rate, feature adoption).
- Use product analytics tools (Pendo, Tableau) to identify user friction points and prioritize the creation of new educational content.
- Regularly track and report on key success metrics (e.g., Time-to-First-Video, views and clicks on the academy) to demonstrate the ROI of educational initiatives on customer retention.
Requirements
- Experience: At least one successful experience (including internship/apprenticeship) in Customer Success, Marketing, or Communications.
- Fast learner & resourceful: You are a “Swiss Army knife.” You enjoy exploring new tools and find solutions where others see problems.
- Video & social-media native: Comfortable with video formats and conventions. You don’t need to be a professional editor, but you have a strong sense of style and an eye for what looks good.
- Public speaking: Naturally at ease speaking to a group and able to keep an audience engaged, even on-screen.
- Bilingual (FR/EN): Fluent in both French and English; able to lead trainings and write clear, punchy content in English.
- Doer mentality: You like building things from scratch and aren’t afraid to test, fail, and iterate quickly.
Benefits
- DIVERSITY & INCLUSION
- At PlayPlay, we are committed to fostering an environment where diversity and inclusion are central to our values. Our goal is to attract and build a diverse, equitable, and inclusive team where everyone feels welcome.
- As an equal-opportunity employer, we ensure our application process and workplace are open to all.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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