At a Glance
- Tasks: Lead live training programs and create engaging educational experiences for customers.
- Company: Join Fin, part of Salesforce, revolutionising customer experiences with AI.
- Benefits: Enjoy a hybrid work environment, competitive salary, and comprehensive benefits.
- Other info: Collaborative culture focused on innovation and personal growth.
- Why this job: Shape the future of customer education and make a real impact in a dynamic tech space.
- Qualifications: 8+ years in training, strong presentation skills, and a passion for tech.
The predicted salary is between 56700 - 69300 £ per year.
Fin, now part of Salesforce, is on a mission to help businesses provide perfect customer experiences. Our AI Agent Fin is the highest-performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey, from service to sales to ecommerce. Powered by our own AI models, Fin resolves complex customer issues end-to-end across every channel, with minimal set-up and integration.
What's the opportunity?
Fin's Customer Education team drives customer onboarding, adoption, and transformation at scale through on-demand and live educational experiences. Live programming has the opportunity to genuinely connect with customers in unique ways that cut through the noise to build relationships that drive adoption. As a result, we’re looking for someone who can make this program exceptional.
As our Senior Customer Education Manager, Live Programs, you'll own the live training program end-to-end: designing the curriculum, building and delivering the content, running our flagship Fin Academy Live event, and supporting strategic customers alongside our Deployment Services team. This is a high-visibility role where you'll regularly present to users, admins and C-suite audiences, and shape how Fin shows up in the room. This role requires travel to support live events and customer engagements throughout the year.
What will I be doing?
- Own the live education program end-to-end by setting the vision, roadmap, and success metrics for what we run, for whom, and to what outcome.
- Design and deliver engaging, live experiences including webinars, cohorts, in-person workshops, and our annual Fin Academy Live event in order to drive customer outcomes and retention.
- Partner with the Deployment Services team to define, create, and deliver tailored training to Enterprise customers, ensuring their teams are able to manage and scale Fin past the initial deployment.
- Partner with the Customer Education team to plan and maintain a holistic training curriculum that supports our customers’ and company’s objectives to provide a cohesive, end-to-end learning experience across all of Fin Academy’s offerings.
- Continually iterate on offerings to increase their impact on onboarding, feature adoption, and automation rate and to incorporate feedback from customers, partners, and cross-functional teams.
What skills do I need?
- 8+ years of training experience with 3–5 years in a SaaS or tech environment; professional services and/or customer success experience required.
- Strong grasp of adult learning principles and best practices that underpin effective and supportive live training experiences.
- Proven content design skills with a track record of producing presentations and training that have clear information hierarchy, a relentless focus on driving customer action, and uses grounded examples to ensure concepts land.
- Able to understand and clearly communicate complex, technical concepts and the nuances of AI products.
- Strong executive presence with the ability to deliver compellingly to both large audiences and small groups.
- Skilled at maintaining engagement with all audiences and adapting in the moment whether that's managing a derailed discussion, a difficult question, or an unengaged group.
- Superb program management skills, including stakeholder management, SME engagement, and end-to-end project management to lead large initiatives.
Fin has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.
Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment.
Senior Customer Education Manager, Live Programs New London, England employer: Intercom
Fin is an exceptional employer, offering a dynamic work environment where innovation thrives and employees are empowered to push the boundaries of AI technology. With competitive salaries, equity options, and a comprehensive benefits package including flexible paid time off and health insurance, Fin prioritises employee well-being and growth. The hybrid working policy fosters collaboration while allowing for personal flexibility, making it an ideal place for talented individuals to develop their careers in a cutting-edge field.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Education Manager, Live Programs New London, England
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Intercom. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Intercom before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Education Manager, Live Programs New London, England
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Intercom:Your cover letter is your chance to shine! Tell us why you want to work at Intercom specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Intercom!
How to prepare for a job interview at Intercom
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
