What does the Learning & Development team do? 

We’re here to help Customer Success Advocates start, run, and grow! The Global Customer Success Learning & Development team ensures that Customer Success Advocates are equipped with the knowledge and skills they need in order to be successful in their role, as well as provide opportunities for further career growth and development. Our focus areas include: new hire training, continued development, sales enablement, internal communications, and on the job performance support.  

Job Summary

We are looking for a creative, entrepreneurial, tech savvy instructional designer who has experience in both eLearning and instructor led training development, and is passionate about our mission of economic empowerment. We are not looking for a trainer. 

In this role, you will be focused on creating effective, clear, and engaging learning experiences that drive high performance in a variety of roles within the Customer Success organization. There is a broad range of opportunities including soft skills development, building product knowledge, sales enablement, workflow efficiency, and targeting behaviors. It’s demanding, but incredibly rewarding!  

This position can will be ideally located in Atlanta or Denver, and potentially another major market.  

What you’ll do:

• Conduct training needs analysis to design learning solutions that will close performance gaps, roll out initiatives, and prepare Customer Success team members to succeed.

• Manage the instructional design process from needs analysis to the development of the final product.

• Create engaging and visually stunning learning content to develop the Customer Success team.   

• Use project management tools and skills to manage medium to large scale content development projects.

• Ensure adult learning principles and a systematic instructional design process is applied to create learning content that best fits the needs of the learner (includes online, classroom, virtual instructor-led training and blended learning content).

• Leverage agile development techniques and processes to create content for a rapidly changing environment.

• Lead process improvement efforts and leverage data to make decisions about content design and delivery

• Develop exercises, tutorials, job aids, assessments, and other methods of learning including social or connected learning strategies.

• Advise on technological learning solutions and methodologies to enhance the efficiency and effectiveness of learning programs.

• Work with SMEs and key stakeholders to understand needs, create design documents, and gather insights that will ultimately impact the effectiveness of the learning solution.

• 3+ years of experience in designing and developing e-learning programs in a business/technical setting.

• Direct experience in designing and developing adult education curricula, training materials and content to include online/e-learning modules, instructor-led materials, job aids, online tutorials, multimedia products (video, graphic, audio), and other training assets

• Well versed in adult learning methodologies and able to evaluate learning effectiveness using instructional design assessment strategies

• Experience leveraging learning management systems and/or other content delivery platforms (e.g., publishing and managing courseware).

• 1+ years of experience with elearning authoring tools (Articulate360, Captivate), Adobe Creative Cloud, LMS platforms and sample work for review.

• Excels in execution, establishing priorities and meeting swift deadlines in a fast paced and rapidly changing environment

• An eye for visual design and a passion for creating great user experiences.

• Excellent written and verbal communication skills

• A willingness to roll up your sleeves and get your hands dirty to understand the problems that face our customers and our team.

• Healthcare coverage
• Retirement Plans
• Employee Stock Purchase Program
• Wellness perks
• Paid parental leave
• Paid time off
• Learning and Development resources