Description
The Senior Client Education Manager is a strategic and innovative role responsible for designing and leading a modern, integrated enablement strategy to dramatically improve client experience and education quality.
This role drives the agile content development process, focused on creating high-impact content and strategically using technology to deliver it in a personalized manner. They ensure Benevity's clients are educated, engaged, and equipped to maximize the impact of industry-leading corporate social responsibility software solutions.
Responsibilities
- Lead a personalized, modern client enablement strategy rooted in design thinking principles, ensuring high-impact learning experiences across the client journey.
- Apply expert knowledge of adult learning theory to determine what content is built, how it is structured, and how it is served to maximize product adoption, client utilization, and retention.
- Evaluate and lead the design of the entire client education architecture, focusing on personalizing the journey and structuring content by persona and client lifecycle stage.
- Drive innovation in content delivery, including adaptive learning pathways and integrating generative AI for both content creation and delivery.
- Elevate existing learning assets to ensure accuracy, relevance, and the highest quality learner experience.
- Identify and develop certification programs to position Benevity clients as domain experts and enhance professional credibility.
- Collaborate cross-functionally with teams to integrate client education directly into the user experience and ensure content remains current and highly relevant.
- Deliver training directly to clients through methods including instructor-led workshops and webinars, adjusting content and delivery style to suit diverse audiences.
- Evaluate the effectiveness of education programs using performance metrics, usage data, and feedback to provide data-driven recommendations to leadership and drive continuous improvement.
Requirements
- 7+ years of experience in client training or enablement, specifically within a B2B SaaS environment.
- Proven experience leading agile content design and delivery of large-scale client-facing education programs and instructor-led workshops and webinars.
- Experience in strategic implementation and optimization of a core learning platform/LMS to support high-quality content structure, learner experience, and reporting.
- Strong understanding of adult learning theory and design thinking methodology.
- Proficiency in modern learning development tools such as Articulate, Camtasia, or similar platforms.
- Expertise in applying user experience (UX) principles to content design and deploying in-product guidance to deliver contextual, just-in-time support.
- Demonstrated proficiency in applying Generative AI tools to enhance both content creation efficiency and scale personalized content delivery.
- Skilled in developing content across various formats, including eLearning, microlearning, video, job aids, and performance support resources.
- Demonstrated visual design skills with a focus on layout, branding, accessibility, and learner engagement.
- Exceptional communication and presentation skills, with the ability to engage and educate diverse audiences.
- Strong ability to collaborate effectively with cross-functional teams and influence outcomes.
- Strong analytical skills, with the ability to translate data into actionable insights.