About the Role
At ServiceRocket, we believe that learning is the engine behind customer success. As part of our Crew Member Learning Solutions Specialist, you will play a pivotal role in driving customer engagement through tailored learning and certification experiences. You will ensure that learning is seamlessly integrated into the customer journey, from onboarding to maturity. You will directly engage with customers to provide needs assessments, build training plans, and use data‐driven tracking to ensure our customers aren't just using our tools, but mastering them. This is a unique opportunity to help shape the future direction of our customer education programs from the ground up.
What you'll do
* Consult & Partner: Conduct comprehensive needs assessments to understand customers business challenges and skill gaps through interviews and product usage data.
* Design Custom Journeys: Create customized learning success plans for individual customers, recommending the right mix of courses, workshops, and documentation to hit their goals.
* Master the Delivery: Manage the end-to-end execution of live learning activities. You won't just follow a deck; you will facilitate high‐impact sessions where you can pivot the conversation and adapt the "official script" based on the real‐time questions and needs of the learners in the room.
* Drive Adoption: Recommend specific strategies to increase the "learning maturity" of the customer organization, acting as a motivator and expert for technical or pedagogical questions.
* Orchestrate Success: Work closely with content developers, account teams, and authorized training partners to coordinate high‐impact learning experiences.
* Measure Impact: Track and report on learning progress using data‐driven metrics to demonstrate ROI to stakeholders.
* Problem Solve: Proactively identify and resolve obstacles to customer learning success through consultative problem‐solving.
What you'll bring
* Technical Toolset Expertise: You must have a deep understanding of the Atlassian ecosystem tool set. This can be Jira, Confluence, JSM, or any other Atlassian software.
* Facilitation Agility: You are a seasoned pro at live training. You know the material so well that you can improvise and adapt on the fly, answering "left‐field" questions while keeping the class on track.
* Client Mastery: You have 3+ years of experience in customer‐facing roles (Customer Education, Scaled Success, or Training) and a proven ability to build high‐value relationships in a B2B SaaS environment, or you have 3+ years of technical experience with the tools and have had customers that needed training support.
* Program Management: You are deliberate and decisive, with experience in ideation, scheduling, and resource management for complex training programs.
* Adult Learning Foundations: A strong proficiency in adult learning principles and performance consulting.
* The "Founding" Mindset: You are comfortable in a "first‐of‐kind" role, helping to build programs where there isn't yet a playbook.
* Communication: Exceptional writing and presentation skills. You can articulate a vision that creates alignment across cross‐functional teams.
Our Selection Process
Our goal is for you to interview us. We want you to meet our team so that you can confirm we are the right company for you to partner with.
You will first meet our TA member in charge of the process, they will be your tour guide throughout the entire journey and will be there to answer any questions you may have! Then you'll meet the selection team and the executive of the area.
Become a Crew Member. Join us in enabling global companies to take off.
Additional Information
ServiceRocket is committed to a diverse and inclusive workplace. ServiceRocket is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
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