U.S. Bank Customer Education Manager & Content Development - talech - Remote in Boston, Massachusetts
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Job DescriptionThe Company:
talech is an innovator in the Point-of-Sale space for small and medium businesses (SMB). In 2019 it was acquired by US Bank and is now tasked with leading the charge to enable the development of a comprehensive digital experience for SMBs where the interface to the customers is the talech POS. The Customer Success Function: The Customer Success (CS) function works to ensure our customers maximize the value they receive from the solutions they acquired from us, while making them raving fans of the company. The CS team works to expand the solutions the customers utilize from the company, to provide more value to them as well as more revenue to the company. The practices within the CS function are: Professional Services (PS), Technical Support (TS) and Customer Success Management (CSM) CS Operations (CS OPS) and Knowledge, Training & Sales Enablement (K&T) The Knowledge Training & Sales Enablement Practice (KTSE): The KTSE organization has three streams, Knowledge Management, Training Development & Delivery, and Sales Enablement. We are responsible for the development, delivery, enhancement & management of all education material, in a wide variety of formats (documents, presentations, videos, scripts, audio, In-App guidance, face-to-face, 1:1 and 1: many, and more) for our team members, customers & partners. We also create and manage knowledge networks across our audiences’ customers, partners & teams. We are also responsible for the implementation & management of any required tools, technologies & platforms for Knowledge & Training Management. The Role: As a Customer Education Manager for talech, you will be responsible for the Customer Education strategy, driving our Knowledge & Educational Initiatives and building their associated processes, content and running trainings - for our Customers.
Primary responsibilities will include, but are not limited to: Customer Education: Develop and execute the Customer Education Strategy. Analyze customer trends to determine what knowledge initiatives need to be run. Build curriculum, programs & enhance the learner experience. Enable our customers to train their own teams on talech. Your role will be critical in increasing adoption of talech through training as well as driving educating for our customers at scale.
Training Development & Delivery: Strategically guide product education, build engagement with our customers via various interactions from professional learning events to eLearning curriculum. Build out the talech Academy (on our LMS) to engage and educate customers across all segments. Develop engaging Learning experiences for our customers, through knowledge articles, product documents & demos, release updates, work instructions, case studies, rich media assets, infographics, videos, simulations, presentations, Wikis, etc. that are tracked through the Academy. Continuously develop new content material and enhance existing ones. Create Learning Paths for customers and their internal team roles. Build role-based curriculum & assessments. Design run & manage ILT / VILT sessions via our LMS solution. Integrate survey solution, build & run surveys for all stages of the customer education journey, from capturing training needs, feedback on existing courses and material to capturing desired content & sessions from customers. Reporting & Tools: Administration of the Learning Management System (talech Academy) and the customer facing knowledge base. Measure the success of projects and programs. Build reports and dashboards to share visibility, identify challenges and opportunities. Analyze data and identify trends, and areas that need action. Measure and track consumption of artifacts, adoption of tools, etc. Effective tracking, reporting and management of the learning systems, initiatives, and projects. Knowledge Networks & Collaboration: Extensively collaborate with all other teams within talech, U.S. Bank, our partners, and customers. Enable the sharing of tacit and explicit knowledge across the organization and across our customer base, through the creation of networks, subject matter expert groups, insight sharing events, talech training sessions and other forms of collaboration. Crowd source Knowledge Articles and engage the network across multiple platforms. Work closely with the CSM team, product team, readiness teams, to publish content and training in line with their calendars and product releases.
Project Management & Process Development: Run training projects and initiatives with little oversight. Ensure excellent stakeholder & project management. Develop & document processes to run customer education programs effectively and efficiently. Build & update content, craft processes to measure the success of projects and programs & effectively implement NPS for the customer academy.
Expected Results of Position: The outcome of the Knowledge, Training & Sales Enablement team is a more educated community that more effectively and efficiently gets its work done. So, it’s measures of success overlap with the performance of the other teams in CS.
Successful Onboarding of customers: support the PS team in delivering onboarding projects effectively by educating customers to self-board and go live. Delivering learning assets to support this phase of the customer journey. Driving quicker, accurate, effective Go Lives.
Successful Ongoing Customer Management: support the CSM team as they maximize the value the customers gain from our solutions. Delivery of accurate knowledge articles, training videos and educational material. Performance of the material - views, courses taken, content usage etc. Usage of key functions within talech - increased feature usage, identify correlation between customers who have completed training and adopted new features, etc.
Successful Knowledge Management for Customers & for the Technical Support teams (Tier1, Tier2) Improve quality of the customer Knowledge Base & Agent knowledge base this should result in lower customer calls to the service desk and greater self-service.
Generation of Content: development of material (knowledge artifacts) to support our stakeholder function’s objectives. This will be measured by the number of a) new and b) improved knowledge artifacts c) adoption of platforms & consumption of content.
Qualifications: 6 + years of relevant experience (Training Development & Delivery or Customer Education, Customer Success Management). Excellent communication, facilitation, writing & design thinking skills. Experience Crafting Training & Knowledge Management Solutions & Implementing them. Instructional Design Experience & experience creating/managing the creation of rich media training content. Excellent project management abilities & process development skills Strong Experience with tools used for Training including LMS, CMS, CRM Customer Success Mgt platforms & In-App Guidance tools (Salesforce, Service Cloud, Confluence, Skilljar, Qualtrics, etc.) Data driven and analytical with a propensity for hands-on work. Ability to adapt to a rapidly changing product and respond strategically to customer needs. Strong interpersonal skills and track record of building collaborative relationships, has superb communications & presentation skills Experience with SaaS solutions and Cloud technologies or experience with POS solutions and/or work with SMBs in Retail, Restaurants and/or Services fields
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Salary range reflected is an estimate of base pay and is for the primary location. Base pay range may vary if an offer is made for work in a different location. Pay Range: $68,765.00 - $80,900.00 - $88,990.00
Due to legal requirements, U.S. Bank requires that the successful candidate hired for some positions be fully-vaccinated for COVID-19, absent being granted an accommodation due to a medical condition, pregnancy, or sincerely held religious belief or other legally required exemption. For these positions, as part of the conditional offer of employment, the successful candidate will be asked to provide proof of vaccination or approval for an accommodation or exemption upon hire.
U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.
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