Motive - Customer Education Consultant

• We are seeking a highly motivated and experienced candidate who possesses a unique blend of instructional design expertise, exceptional facilitation skills, and a strong customer-centric mindset: • Experience: A minimum of 5 years of hands-on instructional design experience is essential, with a significant emphasis on developing and delivering customer-facing training within a Software-as-a-Service (SaaS) environment. This experience should demonstrate a clear understanding of the unique challenges and opportunities in training external stakeholders on complex software solutions. • Facilitation Skills: Proven and demonstrable experience in facilitating both virtual and/or classroom-based training sessions. This must be coupled with exceptional communication skills, allowing you to articulate complex concepts clearly and concisely. Strong presentation skills are paramount for delivering engaging and impactful training, and superior interpersonal skills are crucial for building rapport with customers and fostering a positive learning environment. • Knowledge: A strong theoretical and practical understanding of various learning theories (e.g., adult learning principles) and instructional design models (e.g., ADDIE, SAM) is required. Additionally, solid project management skills are essential for effectively planning, executing, and overseeing multiple training initiatives concurrently. • Knowledge: • Technical Proficiency: Proficiency with industry-standard eLearning and content authoring tools (e.g., Articulate 360, Captivate) is expected. The ability to write clear, concise, and effective copy, instructional text, and A/V scripts is also critical for developing high-quality learning materials. • Technical Proficiency: • Organizational Skills: Excellent time management and organizational abilities are non-negotiable. You must possess the capacity to efficiently prioritize multiple projects, manage competing deadlines, and maintain meticulous attention to detail even under pressure. • Language Skills (Preferred): While not mandatory, proficiency in Spanish or French is a significant advantage, as it will enable you to effectively serve a broader customer base and contribute to our global expansion efforts. • Travel Readiness: A willingness and ability to travel up to 40% for onsite delivery of training, Train-the-Trainer (TTT) programs, and customer workshops is a core requirement of this role. • Travel Readiness: • How Success Is Measured: • Success in the Education Consultant role will be comprehensively evaluated through a combination of customer-centric metrics, learner outcomes, and feedback from internal stakeholders: • Customer Satisfaction: A primary measure of success will be post-training Customer Satisfaction (CSAT) scores, reflecting the quality and effectiveness of the learning experience from the customer's perspective. Additionally, the observed "time-to-value" for customers after completing training will indicate how quickly they are able to realize the benefits of our products and services. • Customer Satisfaction: • Learner Outcomes: The number of customers successfully trained will be a key indicator of reach and impact. This will be tracked against established training goals and targets, demonstrating the widespread adoption of our learning programs. • Learner Outcomes: • Engagement & Adoption: Success will also be measured by the level of engagement with and adoption of our training plans, individual training sessions, and Train-the-Trainer (TTT) programs. This includes metrics such as attendance rates, completion rates, and participation in interactive elements. • Engagement & Adoption: • Field Feedback: Valuable insights and feedback from our internal field teams (e.g., sales, customer success) will be crucial in assessing the real-world impact of training. The achievement of desired business outcomes, as reported by the field, will provide a holistic view of the training's effectiveness. • Field Feedback: • Collaboration & Handoffs: • This role operates within a highly collaborative ecosystem, requiring clear communication and seamless handoffs with various internal partners: • Ownership: You will retain full ownership of the entire discovery process, from initial engagement to the finalization of the training plan. This includes the successful delivery of all training initiatives, securing formal customer approval for plans and outcomes, and maintaining the overall quality of delivery to the highest standards. • Ownership: • Partnerships: You will forge strong partnerships with our Customer Education Specialists. These specialists are responsible for the meticulous production and ongoing maintenance of all learning assets, the seamless production of webinars, the localization of content for diverse audiences, and the timely updates of customer content hubs. These collaborations will follow defined intake processes and adhere to established Service Level Agreements (SLAs) to ensure efficiency and consistent quality. • Partnerships: