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Responsibilities
Role OverviewThe Customer Education Specialist is responsible for designing, developing, and delivering scalable training programs and product education initiatives that drive user understanding, feature adoption, and overall client success.This role works cross-functionally with Product, Service/Support, and Marketing teams to translate complex platform functionality into clear, engaging, and user-focused training experiences and resources. The ideal candidate is equal parts educator, content strategist, and product translator—someone who can turn complexity into clarity at scale.Key ResponsibilitiesTraining Programs & DeliverySupport the development of scalable training initiatives, including webinars, structured learning programs, and other one-to-many education effortsContinuously evaluate and improve training programs based on engagement metrics and user feedbackFacilitate and moderate live training sessions, workshops, webinars, and other training outlets as neededContent Development & StrategyCreate and maintain high-quality product education content across formats, including video, written documentation, and live training materialsEnsure consistency in messaging, tone, and accuracy across all training and content resourcesContribute to the evolution and scalability of training programs and content strategiesProduct Collaboration & EnablementPartner closely with Product teams to support feature launches through training, documentation, and user-facing communicationsTranslate complex workflows and functionality into clear, actionable, and user-friendly contentProvide feedback to Product teams based on user interactions, training sessions, and identified documentation gapsSystems & Process ImprovementIdentify and recommend improvements to systems and processes that enhance training delivery and user engagementDrive efficiencies and scalability across training and enablement initiativesHelp implement tools or workflows that improve content creation and distributionKnowledge Base & DocumentationOwn and continuously improve the Knowledge Base and training documentationEnsure all resources are accurate, up-to-date, and aligned with product updatesOptimize documentation to promote user self-service and reduce support dependencyCross-Functional SupportServe as a subject matter resource for Service, Support, and Product teams on training materials and platform functionalitySupport internal enablement initiatives and help bridge communication between product development and user experienceCollaborate across teams to ensure alignment in how the platform is presented and understoodQualifications3+ years of experience in training, product education, customer enablement, or a related role in finance (CFP or financial designation a plus)Experience creating multi-format educational content (video, written, live sessions)Strong ability to simplify complex concepts into clear, user-friendly materialsExperience working cross-functionally with Product, Marketing, and Customer Success teamsExcellent communication, presentation, and facilitation skillsStrong organizational skills with the ability to manage multiple projects simultaneouslyFamiliarity with learning management systems (LMS), knowledge base tools, or content platforms is a plusPreferred SkillsExperience in SaaS, fintech, or platform-based productsData-driven mindset with the ability to use metrics to improve training effectivenessComfort with webinar tools, video creation software, and documentation platformsExperience supporting product launches or feature rolloutsImpact & Success MetricsIncreased adoption of product features and core workflowsImproved effectiveness and scalability of training programs and documentationReduced support burden through enhanced self-service resourcesStrong alignment across Product, Service/Support, and Training teamsTargeting a $65-$75k base, and a 15 to 25% bonus target
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