About Gem

Gem is building the platform for modern recruiting. Our software empowers recruiters to source and engage with candidates at scale, and gives talent leaders analytics and end-to-end visibility into the recruiting funnel. Our customers are savvy recruiting teams from industry-leading companies — like Slack, Pinterest, and Dropbox — who understand that getting the best talent in the market is key to maintaining their competitive advantage.
 
Backed by Greylock, Accel and Y Combinator, Gem has gotten enormous traction since we began going to market in 2018.  We grew revenue 4x in 2019, and more than doubled in 2020--making us one of the fastest growing SaaS companies at our scale. We also were listed as one of the top companies in 2021 in the Y Combinator portfolio. 

The Team & Role

The Customer Success team is responsible for driving adoption and long-term value realization for Gem’s customers through success-led programs and service offerings. The Customer Education function is a new department within our broader Customer Success Organization, and will lay the foundation of how we scale expertise across our end user ecosystem. 
You will be focused on creating and delivering thoughtful, scalable and easy-to-use customer learning experiences that help customers transform how they approach recruiting. Your initiatives will touch every aspect of the customer journey and have a significant impact on customer engagement, adoption, and retention, while improving efficiency and efficacy of our existing customer success and support teams.
This is your opportunity to shape our approach to customer education.
 
Responsibilities
  • Build, own, and manage “Gem University” – both the day-to-day and longer-term vision, strategy and goal setting
  • Collaborate with multiple departments to build out a world-class Customer Education Strategy and own the learning journey for Gem’s customers 
  • Determine the right mix of Education offerings and delivery mechanisms (i.e just-in-time learning, eLearning, webinars, instructor-led training, customer training) to maximize customer success
  • Partner closely with the Program Manager to define the program success criteria, measure progress, and communicate status to team members and leadership.
  • Create ongoing project plans and drive timely and effective delivery from dependent teams
  • Proactively seek and quickly action on customer feedback to improve the learning experience and develop new offerings
Qualifications
  • 8+ years of experience in education or technology training roles (SaaS Preferred)
  • Direct experience working with industry-leading LMS technologies
  • Ability to create video and written content with the use of your preferred technologies
  • Built education curricula in consultation with clients to drive change and business results
  • Familiarity with the latest trends in the learning field and with e-learning development
  • Experience prioritizing and leading multiple projects with varying deadlines
  • History collaborating with and leading cross-functional teams
  • Ability to communicate effectively with all levels of the organization
Gem is an equal opportunity employer. We celebrate our inclusive work environment and encourage folks of all backgrounds and perspectives to apply. At Gem, we’re committed to having an inclusive and transparent environment where every voice is heard and acknowledged. We embrace our differences, and know that our diverse team is a strength that drives our success.
 
Gem is committed to developing a barrier-free recruitment process and work environment. If you require any accommodation, please email us at accommodations@gem.com and we’ll work with you to meet your accessibility needs.

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