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Customer Education Operation Associate at DevRev: Design & execute customer education programs, provide training & deliver certification/reward programs for SaaS customers.
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Customer Education Operation Associate
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Job Location
Job Summary
DevRev is a SaaS company that provides a purpose-built CRM platform for support, product, and growth teams. As a Customer Education Operation Associate, you will design and execute customer education programs, provide training, and deliver certification/reward programs to ensure customers get the maximum value from DevRev. You will collaborate with cross-functional teams, gather requirements, and customize programs based on individual customer needs. With a strong focus on customer satisfaction and business growth, this role requires exceptional communication, presentation, and interpersonal skills, as well as the ability to prioritize tasks in a fast-paced environment. DevRev is committed to its culture of hunger, humility, honesty, and heart, and offers flexible remote work options, travel stipends, and equity in a fast-growing company.
DevRev
DevRev’s AgentOS, purpose-built for SaaS companies, comprises three modern CRM apps for support, product, and growth teams. It connects end users, sellers, support, product people, and developers, reducing 9 business apps and converging 6 teams onto a common platform.
Unlike horizontal CRMs, DevRev takes a blank canvas approach to collaboration, AI, and analytics, enabling SaaS companies to increase product velocity and reduce customer churn. DevRev is used by thousands of companies in search of low latency analytics and customizable LLMs to thrive in this era of GenAI.
Headquartered in Palo Alto, California, DevRev has offices in seven global locations. We have raised $100 million in funding from investors like Khosla Ventures and Mayfield at a $1.1 billion valuation. We are also honored to be named on the Forbes 2024 list of America’s Best Startup Employers. Founded in October 2020 by Dheeraj Pandey, former co-founder and CEO of Nutanix, and Manoj Agarwal, former SVP of Engineering at Nutanix, DevRev continues to push the boundaries of innovation, helping thousands of companies thrive in the rapidly evolving landscape of AI-driven SaaS.
Job Description:
As a customer education specialist, you will be a part of the customer success and support organization. You will play a pivotal role in ensuring our customers have a seamless and successful user experience by designing and executing customer education and enablement programs, providing comprehensive training, and delivering certification/reward programs. Your goal is to drive scaled enablement for customers to ensure they can get the maximum value from DevRev and drive long-term customer satisfaction and loyalty.
Key Responsibilities:
- Customer Onboarding:
- Develop and implement structured customer enablement programs for new customers, ensuring a smooth transition into using DevRev.
- Collaborate with cross-functional teams to gather requirements and customize the programs based on individual customer needs.
- Training and Education:
- Design and deliver training programs, webinars, and workshops to educate customers about our products' features, best practices, and industry-specific use cases.
- Create training materials, documentation, and video tutorials to facilitate self-service learning for customers.
- Customer Engagement and Advocacy:
- Foster strong relationships with customers, proactively engaging with them to understand their evolving needs and challenges.
- Identify opportunities for upselling or cross-selling additional products/services based on customer requirements and usage patterns.
- Encourage satisfied customers to become advocates, contributing to case studies, testimonials, and referrals.
Metrics and Reporting:
- Define and track key performance indicators (KPIs) related to customer enablement and satisfaction, passion for scaling and ROI.
- Conduct analysis and provide insights into customer engagement, training effectiveness, and support efficiency.
Qualifications:
- Bachelor's degree in Business, Marketing, Computer Science, or a related field.
- Strong understanding of SaaS products, technology, and industry trends.
- Overall 3-5years of experience
- Exceptional communication, presentation, and interpersonal skills.
- Ability to collaborate effectively with cross-functional teams and prioritize tasks in a fast-paced environment.
- Results-oriented mindset with a focus on customer satisfaction and business growth.
Note: This role would also require travel (domestic and international) and we welcome candidates who are open to travel.
Culture
The foundation of DevRev is its culture -- our commitment to those who are hungry, humble, honest, and who act with heart. Our vision is to help build the earth’s most customer-centric companies. Our mission is to leverage design, data engineering, and machine intelligence to empower engineers to embrace their customers.
That is DevRev!
