Customer Education Specialist

Há 15 horas

São Paulo, São Paulo, Brasil Tractian Tempo inteiro
Marketing at TRACTIAN
The Marketing team at Tractian crafts the narrative, defines messaging and positioning, and translates our groundbreaking products and features into tangible customer benefits. Our cross-functional team, spanning Product Marketing, Customer Experience, Growth, Branding, and Events, is dedicated to acquiring new customers and possesses a deep understanding of the business. We collaborate closely with many teams to elucidate how we can help our clients reach their full potential.

What you'll do
The Customer Education Specialist is responsible for designing and scaling how customers learn, adopt, and progress with Tractian. This role focuses on onboarding, continuous education, and user recognition programs, transforming product usage and results into visible learning paths and reference models for other users. Responsibilities
  • Design and scale customer onboarding and education programs, reducing dependency on 1:1 sessions and accelerating time to value.
  • Structure and evolve user recognition and expert programs (e.g. key users, advanced users, expert certifications) as part of the customer education journey.
  • Define clear criteria to identify and segment successful users based on product usage, engagement, and measurable results.
  • Build education paths that reflect different customer realities, such as Enterprise and Mid-Market, balancing depth, scalability, and value.
  • Translate real customer usage and outcomes into educational assets, best practices, and reference examples.
  • Partner with Product, Customer Success, and Marketing to ensure education programs reflect how customers actually succeed with the product.
  • Maintain and evolve customer-facing educational content, including onboarding materials, documentation, and self-service resources.
  • Deliver live and on-demand training sessions focused on product usage and best practices.
  • Track education performance and engagement, using data to continuously improve learning programs.
Requirements
  • Experience in Customer Education, Customer Onboarding, Learning Experience, or similar roles in a B2B SaaS environment.
  • Strong ability to structure and scale learning programs for different customer segments.
  • Proven experience translating product usage and customer results into educational content.
  • Hands-on experience creating onboarding flows, training programs, certifications, or expert tracks.
  • Familiarity with LMS platforms, digital learning tools, and content creation formats.
  • Strong cross-functional collaboration skills.
  • Ability to work with data and usage signals to inform education strategy.
  • Excellent written and verbal communication skills in English.
Bonus Points
  • Experience in industrial maintenance, IoT, or industrial technology sectors.
  • Background in instructional design or technical writing.
  • Familiarity with tools like PostHog, Amplitude, Heap, or similar analytics platforms.
  • Public speaking experience, with the ability to conduct training sessions and customer webinars.
  • Previous experience working in a Customer Success or Support team.

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