Senior Customer Education Manager, Live Programs

Senior Customer Education Manager, Live Programs

Chicago, Illinois

Fin is the AI Customer Agent company 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. Fin can also be combined with our natively integrated Intercom help desk for one single system that is designed to meet the needs of modern day support teams.

Founded in 2011, Fin became one of the fastest growing companies and remains one of the largest private software companies in the world with nearly 30,000 global businesses using our products to transform their customer support. Driven by our core values, we push boundaries, build with speed and intensity, and relentlessly deliver incredible value to our customers.

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 35 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. This includes an ability to present in high stakes situations with our largest customers and their senior management.
• 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.

*Proof of eligibility to work in the United States is required.

The base salary range for candidates within the Greater Chicago Area is $140,600 - $167,900. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).

#LI-Hybrid

At Fin, we want to give people what they need to do the best work of their careers. Our benefits and programs are designed to support your health and wellbeing, your family, your time away from work, and your financial future. Offerings vary by location in line with local practices and requirements. Learn more about working at Fin and the benefits we offer at fin.ai/careers.

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.

We have a radically open and accepting culture at Fin. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.

Fin values diversity and is committed to a policy of Equal Employment Opportunity. Fin will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.