About this role
The Customer Education Manager will take full, end-to-end ownership of PVcase’s Customer Academy. This builder role is the first of its kind, responsible for creating a scalable education program that improves onboarding, accelerates time-to-value, increases product adoption, and reduces reliance on reactive support. You will work cross-functionally across Customer Success, Support, Product, and Marketing to ensure customers can self-serve and continuously learn as the platform evolves.
- Set the direction.
- Own the customer education strategy and roadmap, connecting customer needs, product priorities, and business goals.
- Decide where education can make the greatest difference and focus effort accordingly.
- Turn strategy into delivery.
- Lead initiatives from discovery through launch and improvement, coordinating contributors, managing dependencies, and making realistic decisions about scope and capacity.
- Evolve the Academy and learning experience.
- Own the learning platform, course structure, and learner journey.
- Develop learning paths and certification programs for different roles and skill levels, with practical ways to demonstrate proficiency.
- Bring expertise together.
- Work with technical experts to turn product knowledge and industry best practices into useful learning.
- Shape and assemble courses, coordinate production and reviews, and ensure materials remain accurate and accessible.
- Make learning part of the customer journey.
- Partner with customer, technical, and product teams to promote education and connect it with onboarding, product releases, and ongoing adoption.
- Experiment and improve.
- Speak with customers, test formats and delivery approaches, and use learner feedback, Academy analytics, and product usage to decide what to improve, expand or stop.
- Build a program that scales.
- Establish practical processes for content creation, review, updates, and localization, working with technical contributors and translation services.
- Coordinate with Help Center, Community, and technical teams to create a connected experience.