Customer Education Specialist

1 week ago

Auckland City, New Zealand Serko Ltd Full time

Serko is an NZX50, global business travel and expense company, with our Headquarters based in Parnell, Auckland. As the 2020 HI-Tech Company of the Year, we're a SaaS that is diverse, close-knit group where everyone's opinion matters. We’re already the established leader in Australasia and revolutionizing the way people do business travel in the USA and Europe - and we’re growing

Our purpose is to "**Bring People Together**", coupled with a vision to "**Create a Connected, Frictionless Travel Experience**". While the world of business travel is changing, we’re preparing companies for this with intelligent technology that helps them ensure the continued safety and wellbeing of their travelers.

**Requirements**:
As we scale globally, we’re looking for a passionate and skilled Customer Education Specialist to lead the educational experience of our partners, customers, and employees.

You’ll be designing, delivering, and continuously improving an educational experience that sets us apart from our competitors, driving product literacy, self-sufficiency, and customer satisfaction.

In this role we’ll be looking to you as the expert in everything education, so if you’re looking for a position with high impact this could be the one for you

**What you will be doing**
- Develop and deliver a curriculum strategy, educational program, and accreditation which covers all Serko products, meeting needs of our partners and customers globally
- Implement metrics and reporting to measure the success of the program. Engage with partners, customers, and internal stakeholders to identify opportunities to improve the educational experience, while helping our business to scale
- Upskill relevant employees (e.g. Customer Success Managers) to deliver any facilitator-led training in accordance with the program, ensuring repeatability and predictable outcomes. Deliver facilitator-led elements of the training program yourself if needed
- Connect with other areas of our business to exploit opportunities to improve the employee onboarding program
- Collaborate with product and marketing teams to ensure training programs and educational materials are continually revised as new products and features are released
- Take ownership of any learning & development tools/platforms used by Serko, either new or existing (e.g. Zeno knowledge bases)
- Stay up to date with advancements in SaaS customer education, bringing the best ideas back to Serko to continually enhance the education experience

**What you will bring**
- Experience in developing curriculum strategies and delivering educational programs within SaaS companies
- Proficiency in the use e-learning tools/technologies and content creation (e.g. LMS, training videos, in-product tools, knowledge bases etc.)
- Experience in facilitator-led training both in person and online, with understanding of various teaching methodologies
- Ability to communicate complex ideas clearly with confidence, in verbal, written and visual forms
- Passionate learner, committed to continuous improvement with a strong focus on delivering exceptional customer experience
- Knowledge of GDS and corporate travel industry, including TMC operations an advantage

**Benefits**

Serko has a culture where our people bring their whole selves to work, where we believe that inclusion & diversity make us better.
- A competitive base salary and opportunity to take part in our employee incentive share scheme, kiwisaver (or global equivalent) and life insurance
- Flexible and hybrid working arrangements, where you get to choose how to best structure your day and week so you can be at your best
- A focus on both wellbeing and doing, including:

- Wellbeing & volunteer days, focused meeting free time
- Discounted Southern Cross health insurance (NZ), free flu shots, and access to a confidential support, guidance and counselling service
- Enhanced parental leave including
- 20 weeks on full pay for the primary caregiver
- Three weeks paid Partner Leave
- Support for the Primary Caregiver transitioning back to work after leave - work 3 days and paid 5 days for the first month back to work
- Access to travel industry discounts

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