Head of Customer Education

About the role

In this pivotal role, you will spearhead Ashby's customer education efforts, integrating various initiatives such as consulting services, a public academy, and internal product enablement. Your mission will be to create a unified educational strategy that not only empowers customers but also enhances the capabilities of Ashby's go-to-market teams. This position is crucial for fostering a culture of learning and development within the organization.

Key facts

What you'll do

• Lead the RecOps Consulting team to ensure that customer interactions yield substantial value, while also ensuring that insights gained are incorporated into educational materials.
• Work closely with the Professional Services team to design and execute paid consulting engagements that meet customer needs effectively.
• Collaborate on the content strategy for the Academy, determining the types of content to be created and the structure in which it will be presented.
• Innovate new programs for the Academy, including pathways for product certification and enhanced digital learning experiences.
• Develop Product Enablement initiatives to effectively communicate product knowledge to Customer Success and Sales teams, thereby improving onboarding processes for new hires.
• Create operational frameworks for managing intake, engagement, and capacity planning to support the growth of all educational functions.
• Act as a representative for Customer Education at external events, including speaking engagements and customer sessions, while providing valuable feedback to the product development team.
• Foster a collaborative environment that encourages knowledge sharing and continuous improvement across all educational initiatives.
• Monitor industry trends to ensure that Ashby remains at the forefront of customer education practices.
• Analyze the effectiveness of educational programs and make data-driven adjustments to enhance their impact.
• Build relationships with key stakeholders to align educational goals with business objectives.
• Advocate for the importance of customer education within the organization, highlighting its role in customer satisfaction and retention.

Requirements

• Proven experience in building and scaling functions related to Recruiting Operations, Customer Success, or Customer Education.
• Strong ability to approach educational challenges from first principles, customizing strategies to meet the needs of various audiences.
• Demonstrated leadership capabilities, including experience in developing and mentoring other leaders within the organization.
• Proficient in designing operational models and systems that cater to distinct yet interconnected functions.
• Comfortable navigating ambiguity and driven to establish and expand new initiatives.
• Excellent communication skills, particularly in environments that require strong writing capabilities.
• Ability to understand and address the diverse needs of a wide range of customers, from small teams to large enterprises.
• Openness to exploring new tools and technologies that can enhance team performance.
• A well-defined perspective on how consulting and education can complement and strengthen each other.

Nice to have

• Previous experience in recruiting operations or talent acquisition would be advantageous.
• Familiarity with educational technologies or learning management systems.
• Experience in a startup environment, particularly in scaling educational functions.

Skills & tools

• Proficiency in using the Ashby platform and other relevant educational tools.

Practical notes

• Please note that visa sponsorship is not available for this position.
• The role may require occasional travel for industry events or customer engagement sessions.
• Benefits include a 10-year stock option exercise window, unlimited paid time off (with a recommendation of four weeks), and 12 weeks of paid family leave for employees in the US.
• A generous equipment budget and a $100 monthly stipend for educational pursuits are also provided.
• Employees in the US will receive comprehensive health insurance, with premiums fully covered by the company, as well as an automatic 401k match.
• Ashby is committed to being an equal opportunity employer, promoting diversity and inclusion within the workplace.
• AI tools may be utilized during the candidate screening process to enhance efficiency.