Customer Education Analyst

What you will be doing

• Engage directly with customers to understand their educational needs, challenges, and feedback.
• Promote educational content and resources to customers through email campaigns, newsletters, and other communication channels.
• Collect, analyze, and interpret customer feedback to assess the effectiveness of customer education materials and initiatives.
• Track and analyze customer engagement with educational content, measuring success through KPIs such as product adoption, support ticket reduction, and customer satisfaction.
• Collaborate with cross-functional teams to ensure the alignment of educational materials with customer expectations and business goals.
• Support the creation and maintenance of knowledge base articles, training materials, and other resources.
• Provide insights into areas for improvement based on data analysis and customer feedback, recommending changes to improve the education program.
• Create regular reports highlighting trends and performance metrics for stakeholders.
• Perform other related duties as assigned.

What we will require of you

• 5+ years of experience in customer education, customer support, data analysis, or related fields, with a proven track record of improving customer success through educational initiatives.
• Bachelor's degree in Business, Education, Communications, or a related field, or equivalent professional experience.
• Demonstrated experience using data analysis tools (e.g., Google Analytics, Excel, Power BI, or similar) to drive customer education strategy and measure success.
• Strong expertise in customer engagement, including experience with CRM platforms, email marketing, and social media to drive customer adoption of educational content.
• Ability to develop and execute data-driven strategies that improve customer education outcomes and satisfaction.
• Experience working in a SaaS or technology-driven environment is preferred.
• Siteimprove supports and encourages non-traditional CVs when it comes to professional background, as outcomes matter most. There are many ways toward the right combination of experience and training that provide the required knowledge, skills, and abilities for this role.
• Strong written and verbal communication skills, with the ability to engage customers and convey technical information clearly.
• Ability to synthesize feedback and data into actionable insights.
• Travel as needed (up to 0-15%).

What we will love about you

• Knowledge of instructional design principles and best practices.
• General understanding of customer success and product adoption strategies.
• Personal competencies in communication, stakeholder management, and planning.
• Familiarity with learning management systems (LMS) and content management systems (CMS).

In addition, we hope you will appreciate:

• Rest and relaxation: Open Paid Time Off (OPTO) program for vacation, personal illness, mental health, or to care for a family member, 10 paid holidays, and volunteer leave.
• Comprehensive benefits: National medical plan, dental, vision, paid maternity leave, paid paternity leave, HSA, Flex, employer-sponsored short-term, long-term disability, discounts to volunteer plans to meet your family needs, and more!
• Prepare for the future: 401(k) with a company match to provide a better future in your retirement years.