Customer Education Consultant at Motive

United States

$84k - $103k

Who we are: Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Combined with industry leading AI, the Motive platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks. Motive serves nearly 100,000 customers – from Fortune 500 enterprises to small businesses – across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector. Visit gomotive.com to learn more. As a Customer Education Consultant specializing in Customer Education, you will play a pivotal role in empowering our customers to maximize the value of our products and services. This involves a dynamic blend of strategic planning, expert delivery, and continuous improvement, all grounded in sound instructional design principles and a keen focus on achieving measurable business outcomes. You will act as a trusted advisor, guiding customers through comprehensive learning journeys that are tailored to their unique needs and objectives. This highly collaborative role requires extensive partnership with a diverse range of stakeholders. You will work closely with internal cross-functional teams, leveraging their expertise to ensure our training content is accurate, up-to-date, and aligned with product roadmaps. Collaboration with Subject Matter Experts (SMEs) will be crucial for deep dives into specific functionalities and use cases, ensuring the technical accuracy and practical relevance of all training materials. Furthermore, you will partner with enablement teams to streamline processes, share best practices, and ensure a cohesive customer experience across all touchpoints. Your ultimate goal is to ensure that every learning experience is not only engaging and effective but also directly contributes to our customers' success and satisfaction.Key Responsibilities: Training Plan Development: Lead the end-to-end process of developing customized and impactful training plans for individual accounts. This begins with conducting thorough discovery and kickoff calls to understand customer goals, current challenges, target personas, and desired success metrics. Based on this understanding, you will design structured, standardized training plans that clearly outline learning objectives, content modules, delivery methods, and timelines. A critical aspect of this responsibility is securing customer buy-in and formal approval for the proposed plan, ensuring alignment and commitment from the outset. Training Delivery: Serve as a primary facilitator for customer-facing training across a variety of formats. This includes expertly leading engaging virtual instructor-led training (VILT) sessions, delivering impactful onsite training at customer locations, and hosting public webinars that showcase our product capabilities to a wider audience. You will also be instrumental in running comprehensive Train-the-Trainer (TTT) programs, equipping customer teams with the skills and knowledge to effectively train their own end-users. Successful delivery requires close coordination with content production partners to ensure all necessary materials are prepared and ready for each session. Travel: This role requires a flexible approach to travel, with the potential for up to 40% travel. This travel will primarily be for facilitating essential onsite training sessions, conducting in-depth TTT programs, and attending critical customer meetings. The specific travel requirements will be dictated by evolving customer needs, project timelines, and the various phases of product rollouts. What You'll Do: Your daily activities as an Education Consultant will be dynamic and multifaceted, spanning strategic planning, hands-on delivery, and continuous improvement: Customer Discovery & Planning: Spearhead in-depth discovery sessions with new and existing customers. These sessions are crucial for defining clear business goals, identifying target user personas, understanding any technical or organizational constraints, establishing measurable success metrics, and agreeing upon realistic timelines. The insights gathered from these sessions will be meticulously translated into a comprehensive and formally approved training plan that serves as the blueprint for all subsequent activities. Training Facilitation: Deliver highly effective Virtual Instructor-Led Training (VILT) and onsite training sessions. Each session will be meticulously aligned to specific customer personas and relevant use cases, ensuring the content resonates directly with the audience and addresses their practical needs. Additionally, you will confidently lead public webinars, engaging a broader audience with compelling presentations, and expertly leveraging the support of moderators to manage Q&A and technical aspects. Train-the-Trainer (TTT) Programs: Design and execute robust TTT programs using a proven "see one, do one, teach one" methodology. This immersive approach empowers customer trainers to not only understand the content but also to effectively deliver it to their own teams, ensuring sustainable knowledge transfer and widespread adoption within the customer organization. Collaboration on Assets: Engage in close collaboration with our dedicated Customer Education Specialists. These specialists are responsible for the development and ongoing maintenance of all learning assets, such as engaging tutorial videos, practical job aids, SCORM-compliant modules, and intuitive in-app guides. Your role will involve providing critical input, offering valuable context based on customer interactions, and ensuring that all assets are perfectly aligned with the overarching training plan and adhere to established quality and branding standards. Instructional Design & Project Management: Apply your expertise in instructional design to conduct thorough needs analyses, clearly define measurable learning objectives, design engaging activities and assessments that reinforce learning, and meticulously manage projects and stakeholders throughout the entire content lifecycle, from inception to delivery and ongoing iteration. Content Improvement: Proactively analyze and refine existing content based on performance data, learner feedback, and feedback loops gathered during training delivery. This iterative approach ensures the continuous improvement of all learning assets and training approaches, keeping them current, effective, and impactful. What We're Looking For: We are seeking a highly motivated and experienced candidate who possesses a unique blend of instructional design expertise, exceptional facilitation skills, and a strong customer-centric mindset: Experience: A minimum of 5 years of hands-on instructional design experience is essential, with a significant emphasis on developing and delivering customer-facing training within a Software-as-a-Service (SaaS) environment. This experience should demonstrate a clear understanding of the unique challenges and opportunities in training external stakeholders on complex software solutions. Facilitation Skills: Proven and demonstrable experience in facilitating both virtual and/or classroom-based training sessions. This must be coupled with exceptional communication skills, allowing you to articulate complex concepts clearly and concisely. Strong presentation skills are paramount for delivering engaging and impactful training, and superior interpersonal skills are crucial for building rapport with customers and fostering a positive learning environment. Knowledge: A strong theoretical and practical understanding of various learning theories (e.g., adult learning principles) and instructional design models (e.g., ADDIE, SAM) is required. Additionally, solid project management skills are essential for effectively planning, executing, and overseeing multiple training initiatives concurrently. Technical Proficiency: Proficiency with industry-standard eLearning and content authoring tools (e.g., Articulate 360, Captivate) is expected. The ability to write clear, concise, and effective copy, instructional text, and A/V scripts is also critical for developing high-quality learning materials. Organizational Skills: Excellent time management and organizational abilities are non-negotiable. You must possess the capacity to efficiently prioritize multiple projects, manage competing deadlines, and maintain meticulous attention to detail even under pressure. Language Skills (Preferred): While not mandatory, proficiency in Spanish or French is a significant advantage, as it will enable you to effectively serve a broader customer base and contribute to our global expansion efforts. Travel Readiness: A willingness and ability to travel up to 40% for onsite delivery of training, Train-the-Trainer (TTT) programs, and customer workshops is a core requirement of this role. How Success Is Measured: Success in the Education Consultant role will be comprehensively evaluated through a combination of customer-centric metrics, learner outcomes, and feedback from internal stakeholders: Customer Satisfaction: A primary measure of success will be post-training Customer Satisfaction (CSAT) scores, reflecting the quality and effectiveness of the learning experience from the customer's perspective. Additionally, the observed "time-to-value" for customers after completing training will indicate how quickly they are able to realize the benefits of our products and services. Learner Outcomes: The number of customers successfully trained will be a key indicator of reach and impact. This will be tracked against established training goals and targets, demonstrating the widespread adoption of our learning programs. Engagement & Adoption: Success will also be measured by the level of engagement with and adoption of our training plans, individual training sessions, and Train-the-Trainer (TTT) programs. This includes metrics such as attendance rates, completion rates, and participation in interactive elements. Field Feedback: Valuable insights and feedback from our internal field teams (e.g., sales, customer success) will be crucial in assessing the real-world impact of training. The achievement of desired business outcomes, as reported by the field, will provide a holistic view of the training's effectiveness. Collaboration & Handoffs: This role operates within a highly collaborative ecosystem, requiring clear communication and seamless handoffs with various internal partners: Ownership: You will retain full ownership of the entire discovery process, from initial engagement to the finalization of the training plan. This includes the successful delivery of all training initiatives, securing formal customer approval for plans and outcomes, and maintaining the overall quality of delivery to the highest standards. Partnerships: You will forge strong partnerships with our Customer Education Specialists. These specialists are responsible for the meticulous production and ongoing maintenance of all learning assets, the seamless production of webinars, the localization of content for diverse audiences, and the timely updates of customer content hubs. These collaborations will follow defined intake processes and adhere to established Service Level Agreements (SLAs) to ensure efficiency and consistent quality. Pay Transparency Your compensation may be based on several factors, including education, work experience, and certifications. For certain roles, total compensation may include restricted stock units. Motive offers benefits including health, pharmacy, optical and dental care benefits, paid time off, sick time off, short term and long term disability coverage, life insurance as well as 401k contribution (all benefits are subject to eligibility requirements). Learn more about our benefits by visiting Motive Perks & Benefits. The compensation range for this position will depend on where you reside. For this role, the compensation range is: United States $84,000—$103,000 USD Creating a diverse and inclusive workplace is one of Motive's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives. Please review our Candidate Privacy Notice here. UK Candidate Privacy Notice here. The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations. It is Motive's policy to require that employees be authorized to receive access to Motive products and technology.