Ready to become a Wriker?
We are seeking a customer-obsessed leader to manage Wrike's Customer Education team. As the Manager of Customer Education, you will guide the development and delivery of high-impact educational programs to enhance customer engagement and mastery of Wrike's collaborative work management solutions. You will oversee the Wrike Discover platform, ensuring its effective operation and continuous improvement to meet the evolving needs of our customers and align with Wrike’s strategic goals and objectives (OKRs).
Key Responsibilities:
- Leadership:
Lead a high-performing team, including LMS Administrators, Instructional Designers, Multimedia Developers, Product Trainers, and Localization Managers. Set clear goals and objectives (OKRs), provide mentorship, and cultivate a culture of excellence and customer focus. - Educational Strategy & Innovation:
Develop and implement a comprehensive customer education strategy aligned with Wrike’s business objectives. Oversee the creation, localization, and continuous improvement of educational content to maintain relevance and quality. - LMS Optimization & Oversight:
Ensure the smooth operation of Wrike Discover by optimizing platform performance, managing user roles and permissions, and overseeing course deployments and automations to enhance user engagement and satisfaction. - Customer Experience & Advocacy:
Advocate for customer education initiatives that increase user engagement and satisfaction. Collaborate with cross-functional teams to integrate customer feedback and adapt educational programs to meet evolving needs. - Vendor & Partnership Management:
Manage relationships with external vendors and partners, ensuring high-quality content localization and platform support. Negotiate contracts and maintain strategic partnerships to maximize value.
Team Overview:
- Multimedia Developer/Designer:
Responsible for creating customer-facing tutorial videos and interactive e-learning modules using multimedia tools. Manages HTML/CSS for the customer education website and handles ad-hoc design and coding requests to support educational initiatives. - Learning Management System (LMS) Administrator:
Administers the Wrike Discover platform, managing backend settings, course deployments, and user roles. Provides support for internal staff and customers, ensuring courses are up-to-date and resolving any technical issues related to the LMS. - Instructional Designer/Content Developer:
Designs and develops instructional materials, including storyboards and multimedia assets, to ensure content aligns with learning objectives. Collaborates with multimedia developers to integrate engaging visuals and interactive elements into e-learning modules. - Product Trainer:
Conducts product training sessions for both internal teams and customers, focusing on onboarding, product updates, and value-based training. Develops and updates training materials to ensure they are current and aligned with product releases. - Localization Project Manager:
Oversees the localization of educational content to ensure it is accessible in multiple languages and markets. Manages relationships with linguistic vendors, ensures content quality, and promotes the availability of localized materials to global audiences.
Qualifications:
- Bachelor’s degree, diploma, certification in Education, Instructional Design or a related field; Master’s degree preferred.
- 5+ years of experience in customer education or instructional design, with at least 2 years in a leadership role, ideally within a SaaS or technology-driven environment.
- Strong expertise in e-learning content development, innovative educational strategies and LMS.
- Proven leadership, strategic planning, and communication skills.
- Strong business acumen and a data-driven approach to decision-making.
- Familiarity with Wrike or similar collaborative work management platforms; PMI® certification or equivalent is a plus.
Perks of working at Wrike
- 28 calendar days of paid vacation
- Sick leave compensation
- Life insurance plan
- Health insurance plan
- Fitness plan (800 EUR/year)
- Parental leave
- 2 volunteer days
- Full-remote & On-demand access to Co-working space
- Utility allowance (30 EUR/month, subject to taxation)
Your recruitment buddy will be Aziza Talhi, Senior Recruiter.
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Who Is Wrike and Our Culture
Wrike promotes a hybrid work mode for those that live near an office hub, we meet in the office 2-3 times a week. This work mode supports our culture of collaboration and solving problems fast to deliver business outcomes and win together.
Our persona
Our culture and Values
🤩 Customer-Focused
We care about our customers. We understand the customer journey, experience, and value derived from Wrike. Decision-making and action-taking are done with the customer in mind.
🤝 Collaborative
We work as one and win together, each bringing unique strengths that contribute to diversity of thought for better outcomes. Leveraging our own work management platform, we foster an environment of creative collaboration and shared achievement.
🎨 Creative
We strive to succeed through continuous innovation. It’s our pursuit of novel concepts that helped us create a market category. We continue to cultivate a workplace that fosters creative thinking as a means of transcending conventional boundaries and empowers us to break new ground to deliver extraordinary work management solutions.
💪 Committed
We believe in ownership at all levels of the organization, by owning workflows from start to finish. Each member of our team is an integral part of this commitment, establishing work as a platform for personal growth and transformation, as well as collective success and growth.
