Customer Education Specialist

📋 Description

• • Design, develop, and deliver scalable customer education programs and learning experiences to drive product adoption of Agiloft’s Data-first Agreement Platform (DAP) for end users.
• • Create customer-facing training content including video tutorials, interactive guides, knowledge base articles, and documentation tailored to diverse user roles and technical proficiency levels.
• • Facilitate live virtual and in-person training sessions for customers, ensuring clear, engaging, and practical instruction on contract lifecycle management workflows using Agiloft’s no-code platform.
• • Collaborate with Product, Customer Success, Professional Services, Marketing, Legal, and Sales Enablement teams to identify learning gaps, align training content with customer use cases, and support adoption goals.
• • Analyze customer feedback and usage data to continuously improve training materials and measure the effectiveness of education initiatives on product adoption and customer satisfaction.
• • Build and maintain a centralized repository of training assets, ensuring consistency, accuracy, and easy access for internal teams and external customers.
• • Partner with Technical Training team to establish best practices for instructional design, content delivery, and learner engagement in a SaaS environment.
• • Translate complex contract management processes and platform features into intuitive, step-by-step learning paths that empower business users to independently manage contracts without technical support.
• • Support onboarding programs by delivering targeted education modules that reduce time-to-value and increase customer retention through successful product implementation.
• • Stay current with industry trends in customer education, CLM software, and instructional technology to innovate and enhance Agiloft’s learning ecosystem.
• • Contribute to the development of certification programs and competency frameworks that validate customer proficiency in using Agiloft’s platform.
• • Act as a customer advocate by embedding user perspectives into content design and ensuring training materials reflect real-world contract scenarios and pain points.
• • Coordinate with Professional Services to align training schedules with implementation timelines and customer milestones.
• • Support marketing initiatives by creating educational assets for webinars, demos, and product launches that educate prospects and existing customers alike.
• • Maintain high standards of accuracy in all training materials, ensuring alignment with legal, compliance, and product functionality updates.
• • Proactively identify opportunities to automate or scale training delivery through LMS platforms, AI-driven recommendations, or self-service tools.
• • Participate in cross-functional meetings to ensure education strategy supports broader company goals around customer success and retention.
• • Document and report on key metrics such as course completion rates, post-training support ticket reduction, and customer satisfaction scores related to training.
• • Adapt content and delivery methods to accommodate global customers with varying languages, time zones, and regulatory environments.
• • Contribute to the company’s EX = CX philosophy by ensuring training experiences reflect the same quality, empathy, and responsiveness expected by customers.