Customer Education and Enablement Manager
AcuityMD is a software and data platform that accelerates access to medical technologies. Each year, the FDA approves ~6,000 new medical devices. Our platform helps MedTech companies get these products to physicians more effectively so they can improve patient care with the latest technology. We're backed by Benchmark, Redpoint, ICONIQ Growth and Ajax Health and we help MedTech companies identify how their products are used, understand why outcomes vary, and identify opportunities where physicians can better serve their patients.In this role, Customer Education and Enablement Manager, you'll build and execute our customer training programs.
You will be responsible for creating content and learning paths that drive product engagement by helping customers achieve their goals – which will lead to higher customer retention, reduced churn, and increased customer satisfaction.
Team Mission
We are building a best-in-class Commercial Team and establishing a repeatable go-to-market motion. We are hiring a team of high caliber Enterprise SaaS sales, marketing, and customer success professionals to thoughtfully engage VPs, General Managers, and other corporate decision makers across the Medical Device Industry. Our Commercial Team takes a proactive, consultative, and high-touch approach when working with customers, investing heavily in pre-sales through onboarding and training to ensure customers are on the road to success from Day
Responsibilities
- Develop a strategy to build a world-class Customer Education Program (instructor-led classroom-style training, educational email series, online training, in-product journey messaging, online help centers etc)
- Design and develop training programs to improve product knowledge and ultimately enhance the customer experience.
- Collaborate with cross-functional teams such as product development, customer support, and sales to gather feedback and incorporate that feedback into the materials used for training customers.
- Conduct periodic needs assessments to identify gaps in customer knowledge and develop courses or other educational materials to fill those gaps.
- Maintain user manuals, documentation, and other educational materials to ensure these materials remain current and comprehensive.
- Monitor and evaluate training programs to ensure they are effective and make appropriate changes or updates as needed.
- Create a robust library of self-help content, including but not limited to: e-learning courses, certification programs, webinars, tutorials, and videos
- Create learning paths and learning objectives for customers
- Own and evolve the customer education roadmap.
- Conduct surveys and analyze responses to continually improve training content & delivery
- Spearhead the AcuityMD social community (moderate and respond to comments and customer queries, create achievement levels to recognize accomplishments, engage with customers, etc)
Your Profile
- Bachelor's degree in Education, Instructional Design, or a related area with a minimum of 2 years’ experience working in a customer education or training role
- Ability to communicate effectively with customers, cross-functional teams, and other stakeholders
- Strong organizational and time management skills
- Proficiency in using Learning Management Systems (LMS), content creation tools, and web conferencing platforms
- Ability to analyze and interpret data to make informed decisions regarding training and educational content
- A strong commitment to continuous learning and skill development
- Experience working with a range of customer demographics, knowledge and understanding of adult learning principles
- Familiarity with Med Devices, Healthcare softwares and sales processes
- Ability to quickly grasp complex technical concepts and make them easily understandable in text and pictures
- Ability to identify and track relevant community metrics (e.g. repeat attendance at training)
- Able to work independently and as part of a team
- Fluent in English with excellent communication skills - both writing and verbal
You must have an eligible work permit in the USA or Canada to be considered for this position
We Offer:
- Remote work: AcuityMD is committed to supporting full-remote flexibility for employees in the US. We provide a work-from-home stipend for all employees.
- Unlimited vacation: Generous time off and flexible hours give you the freedom to do your best work.
- Paid Health and Dental Plans: We offer 100% paid health and dental plans for all employees and 75% paid for our employees' dependents.
- Home Office Stipend: $1000 to invest in remote office equipment and WiFi reimbursement.
- Learning Budget: Reimbursements for relevant learning and up-skilling opportunities.
- Optional Team Retreats: We meet in-person multiple times per year for co-working and social gatherings.
- Parental Leave: 6-12 weeks of fully-paid, flexible parental leave.
- Ground floor opportunity: Join a high growth startup, backed by world class investors across Enterprise SaaS and Medical Devices (Benchmark, Redpoint Ventures, and Ajax Health).
- Competitive compensation with equity upside.
Who We Are:
The Company:
We are builders, who are inspired by our mission to expand patient access to cutting-edge medical technologies. We value working collaboratively to solve hard problems for our customers with simple, innovative solutions. We push ourselves to learn with empathy. We foster an active culture of mentorship and inclusion, and we welcome new team members that share our values.
We're backed by Benchmark, Redpoint Ventures, Ajax Health, ICONIQ Growth and several other leading software investors.AcuityMD is an Equal Opportunity EmployerAcuityMD is seeking to create a diverse work environment because all teams are stronger with different perspectives and life experiences. We strongly encourage people of all backgrounds to apply. We do not discriminate on the basis of race, gender, religion, color, national origin, sexual orientation, age, marital status, veteran status, or disability status.
All employees and contractors of AcuityMD are responsible for maintaining a work culture free from discrimination and harassment by treating others with kindness and respect.
