Director, Customer Education - Therapy Brands : Job Details

Therapy Brands is the leading healthcare technology partner for mental, behavioral, and rehabilitative therapy. Our purpose-built and all-in-one practice, management, data, and billing solutions drive exceptional critical and financial outcomes.Thousands of therapy practices rely on us as a trusted partner, to make their lives simpler and more officiant, improve revenue, and enable them to focus on patient care.For more information, explore our solutions at therapybrands.com.Job DescriptionReporting to the Vice President for Customer Support and Education, the Director of Customer Education is a key strategic leader within the Customer Experience team and is responsible for the successful execution of the customer training and enablement strategy while accelerating customer adoption of Therapy Brand's suite of products and solutions. The director works cross-functionally with teams in customer success, professional services, sales, and marketing to deliver high-quality educational programs and assets to customers, including webinars, e-learnings, and knowledge-based articles. In addition, the Director will set the strategy for a new online customer community including the development and online groups, discussion forums, and peer-to-peer learning. This is a high-visibility role within an exciting area of the business with a chance to quickly make a difference.

• Oversee the team responsible for all aspects of customer education including webinars, customer enablement, instructional design, customer community, and knowledge-based technical writing.

• Provide strategy and management to the comprehensive customer education program for all customers. This includes developing and executing plans to ensure all Therapy Brands customers have access to high-quality training through one-to-one, one-to-many, and peer-to-peer educational programs and collateral focused on product adoption and customer success.

• With Marketing, coordinate high-quality educational assets and collateral for all products to be used by customers at varying points through the customer journey, including onboarding and implementation, adoption, and ongoing engagement.

• Oversee the creation and implementation of an online customer community used for peer-to-peer knowledge sharing, discussion boards and forums, and the deflection of customer support tickets.

• With instructional design team, create robust online learnings including short-form courses, long-form courses, learning pathways, educational videos, and certifications.

• Oversee the creation and maintenance of a new customer-facing Knowledge base that enhances the customer experience while providing knowledge on all products and services available to customers. Create a system of article tracking that also integrates with other functions within the company (i.e. LMS, Marketing resources, Thought Leadership feeds, etc.)

• Establish team and individual KPIs and quality performance metrics to measure success and increase team accountability, aligning with department and company goals. Build out an enhanced reporting mechanism (dashboards) to share team results broadly with company leadership.

• Provide best practices and mentorship to customers on how best to implement Therapy Brands' suite of products and solutions. Provide thought leadership with regards to overcoming challenges customers are facing.

• Develop and execute customer-facing plays designed to increase platform and product adoption. Coordinate with Product Management and Product Marketing to align on adoption metrics and improvement areas. Represent the customer voice to the Product and Engineering teams.

• Work closely with Professional Services and Onboarding teams to increase education options during the onboarding and implementation timeframe, including, but not limited to one-to-one trainings, paid offerings, webinars, and online courses.

• Serve as the primary department liaison to CX Operations and Business Applications teams to continuously improve internal operations and reporting dashboards. In addition, serve as departmental owner for education and community tools.

• Manage, mentor, and grow a team of individuals responsible for the direct interactions with customers through the education phase of the customer lifecycle. This includes hiring, onboarding new hires, providing ongoing training and development opportunities, providing feedback and acknowledgement, building team cohesion and assessing the team for strengths and areas of improvement.

• Perform a wide variety of professional tasks, which demand a high level of creativity and imagination, as well as a thorough knowledge of the applicable needs and expectations of employees/customers.

Qualifications

• BA/BS degree, preferably in Business, Communication, or Education.

• 8 + years' experience in a customer experience role in a SaaS environment, preferably in customer education, customer success, or customer support.

• Understanding of the principles of customer education, including knowledge of types of customer education (i.e. training, enablement, peer-to-peer).

• Familiarity with online customer community platforms and experience in the creation or management of one for a large-scale organization.

• Experience with customer-facing learning management systems as well as the creation of customer education content and collateral.

• Superior communication skills (both written and verbal) and ability to facilitate customer dialogue and conversations.

• Understanding of customer service principles.

• Ability to build relationships and foster a sense of community.

• Ability to manage multiple competing priorities, rapidly adapt and respond to customer requests and timeline changes.

• Excellent project management skills with an emphasis on attention to detail, timelines, and quality of work.

• Excellent problem-solving skills and ability to be flexible in project situations. Ability to research, analyze, and provide a solution to newly identified issues.

Additional InformationWhile we've outlined some key qualities we typically seek, it's essential to remember that there might be additional unique strengths and talents you possess that would make you an exceptional match for us, even if they're not explicitly mentioned. Studies have consistently highlighted the significance of this principle, particularly for individuals from disenfranchised backgrounds, including women and other marginalized groups. These individuals often hesitate to apply unless they meet every single requirement, unlike their male counterparts who are more inclined to apply when they meet around 60% of the criteria. The message we want to convey is that taking a leap of faith and applying can be incredibly rewarding. Your distinct abilities and perspectives could be exactly what we need to create a more diverse and inclusive team. So, don't hesitate-apply today and let's explore the exciting possibilities together! All your information will be kept confidential according to EEO guidelines.At Therapy Brands, Diversity, Equity, Inclusion, and Belonging aren't just words. We celebrate what makes us unique, foster an ecosystem of inclusion for all and harness our talents to promote diversity of thought and action in everything we do.We instill Diversity, Equity, Inclusion, and Belonging into the fabric of our CARING culture and business, as we strive to be recognized not only as the leader in healthcare technology, but also for our intentional efforts to promote a diverse community. We will champion non-discriminatory practices throughout the employee and customer lifecycle; caring for every person regardless of race, national origin, color, religion, disability, sex, orientation, or familial status. Therapy Brands is an equal opportunity employer.