Customer Education Specialist

Coveo - Montréal, QC (30+ days ago)

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What is Coveo? The Best information. Everywhere. Every Time. Recognized as THE Leader in intelligent search and insights, Coveo enables users to benefit from the latest, most relevant information for their needs. Via a traditional search box or contextualized content recommendations, major companies such as Adobe, Logitech and VMWare use Coveo to better answer their customer inquiries, facilitate self-service, accelerate innovation and sell more (and better).

What is it like to work at Coveo? It is with the conviction that "if it were easy, someone else would have done it" that all our colleagues at Coveo find the drive to continuously seek new challenges and test roads no one else has ever explored before. It is what has allowed us to become world leaders in an innovative industry and to be a collaborative, diverse and trusting place to work filled with amazingly talented and passionate humans.

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Building a flawless learning experience
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We're the leader of our industry and, in order to keep winning market shares, we need to educate our customers about the full power of our solutions. As a customer education specialist, not only will you design the learning paths to educate Coveo customers, and partners you will shape and execute the strategy for new content, services, and features.

There won't be typical day in this role, but here is what one might look like:

  • Always start with an espresso or your favorite tea, we don't judge! Join the weekly meeting of the team, you will discuss the latest features of the software, it's time to revisit and update the instructional materials accordingly.
  • You spend the rest of the morning developing and improving the training curriculum for Coveo for Salesforce. It includes web-based training, instructor-led training and virtual instructor-led training, but you'd like to add mobile training, visuals, and case studies on top of that! There's a bunch of things to do, but also so many internal resources you can leverage to create engaging and interactive materials.
  • Lunch is over! You booked some time to manage instructional materials' development (tutorials, digital interactives, user guides, audio and video scripts, storyboards, navigational text, tests, etc.). You want to transform technical information into professionally written, engaging instruction.
  • It's 3PM, after a quick break you jump in a meeting with the product and consulting teams to do an assessment of learning objectives, do learners profile and establish strategies for our new product learning program
  • It's getting late… and time to call it a day! You can't wait for tomorrow as you will be working on instruments that evaluate the outcome of your programs on the audience.
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When educating on technology is a passion!
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You love showing people around in technology, from the latest features of the latest phone to the most complex business software. Innovation and problem solving is in your DNA? You are not constrained by how things have been done before. You have experience working on deliverables including ViLT, ILT, e-learning and synchronous formats (blended solutions), including facilitator and participant guides, self-study job aids, materials, and online courses? If you answered yes to all those questions you ARE the candidate we are looking for!!!

Ideally, you will have:
  • Bachelor's degree in Computer Science, Instructional Design, Instructional Technology, Distance Learning, or related field.
  • 3-5 years of project management, customer success, support or training experience
  • Excellent communication skills ,writing and editing skills
  • Experience in one or more of the following learning capture tools: Camtasia and related SCORM or Tin Can compliant production tools
  • Experience conducting quality analysis reviews of instructional materials
  • Ability to work within quick deadlines while delivering a high-quality product.
  • Demonstrated experience in communicating technical concepts and processes using clear, simple language and visuals
Other things that will raise our eyebrows:
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  • Experience with Coveo AI-powered Search, Salesforce, Sitecore or MS Dynamics.
  • Experience working with or using an LMS.
  • Industry certifications in instructional design, curriculum development, performance improvement, project management, and content-specific certifications as appropriate (e.g. CPLP, CPT, PMP, etc..
We have a fit? In this particular role, you'll be able to create some new training material and have impact in the customer success of our client. Send us your resume (and a couple of work samples / and a cover letter) and convince us that you are a must have rather than a nice to have.

Join the #CoveoLife!