Carbon
Director, Customer Education
Redwood City, CA
Carbon is looking for a motivated, experienced Director of Customer Education. Your primary function will be leading the talented Customer Education team to develop long-term strategies to enable our customers and ensure their success with Carbon products. You will create the vision for customer engagement and enablement, quantify the value of the programs and develop the plans to execute. 

We will be relying on your knowledge and experience to further the work of the Customer Education team and create the plan to enable our customers’ successes. While you have experience building teams, you are excited to be hands on and do what’s necessary to meet our current goals and initiatives. You work effectively cross-functionally and collaborate to achieve objectives.

Carbon is a dynamic, fast-growing company so you must be flexible and adaptable to our ever-evolving needs and priorities.

The Customer Education team is a small, high achieving group that creates world-class content.  In only 3 years we have created over 1000 pieces of content and helped thousands of customers.  Our goal is to help customers be successful.  Join us and help make that possible!

Samples of your previous training curricula, strategies and programs are required for application to this position. 

Responsibilities:

  • Create an integrated strategy for engagement of potential customers, existing customers, and the ecosystem to better understand, choice, and grow with DLS technology
  • Enable our customers and ensure their success with Carbon products, including but not limited to development of communities and partnership ecosystems
  • Develop and work to monitor and report on success metrics that highlight the value of the educational programs and initiatives
  • Create programs and initiatives to utilize our prospects, customers, and partners to further enhance our education, including communities, forums and ecosystems
  • Collaborate with internal and external partners on the strategy for external customer training programs.  Programs may include new user, safety, advanced users, applications, refresher, and qualifications. 
  • Utilize and improve current methods for training delivery, including eLearning, webinars, and in-person delivery programs.
  • Lead the team to ensure all training programs, User Guides and curricula support our customer engagement goals, Carbon brand, and corporate compliance.
  • Develop strategy for how to utilize technical writers, agencies, and contractors
  • Expand training facilities and practices as necessary to accommodate Carbon’s training needs.
  • Forecast needs for instructional standards, methods, and technical approaches and ensure effective utilization of training resources.
  • Devise and implement a business plan to identify subject matter experts in the development, review, evaluation, and revision of training programs for compliance with current documented practices, technology, operational needs, and other requirements.
  • Lead the strategy and tools required to maintain accurate and timely training records, including, but not limited to, records of attendance, new hire student progress and performance, and certification programs.
  • Lead internal staff to create work teams focused on providing expertise on best practices, CLIP workflow and knowledge transfer.
  • Direct cross-departmental efforts to develop and implement service offerings designed to meet emerging needs and identify additional business opportunities for generating training revenue.
  • Evaluate and develop strategy for localization, cross-cultural communication and other requirements for training international customers.
  • Relevant experience and qualities:

  • 10+ years of experience and management in using instructional design models and adult learning principles to create courses, curricula and certification programs in B2B, technology companies (hardware, software, SaaS, and/or material science).
  • Demonstrated ability to create innovative solutions with high levels of customer engagement through communities and ecosystem developments
  • Extensive experience with business/corporate strategy, project management, cost control, and strategic planning.
  • Proactive approach to problem solving, and the ability to rapidly learn new technologies and processes.
  • Flexibility and adaptability in leadership style to meet multiple priorities, critical deadlines, and shifting training needs.
  • Excellent organization and excellent communication skills.
  • Facilitation of productive cross-team interaction.
  • Execution-oriented and possess the ability to drive decisions.
  • Passion for learning, education and customer enablement
  • Collaborative leadership style.
  • Outcomes and experience focused view of adult learning.
  • Thrive in a fast-paced environment.
  • Bachelor's Degree or higher
  • Preferred experience:

  • Experience with 3D printers or other additive manufacturing techniques
  • Experience with Docebo Learn LMS
  • Effective working in small companies
  • Experience with industrial safety programs

  • #LI-MD1
    Carbon is an equal opportunity employer. We provide complete benefits and competitive compensation including equity ownership.
    You do not need to match every listed expectation to apply for this position. Here at Carbon, we know that diverse perspectives foster the innovation we need to be successful, and we are committed to building a team that encompasses a variety of backgrounds, experiences, and skills

    By clicking the “APPLY FOR THIS JOB” button and submitting your job application, you agree you have reviewed the complete Privacy Notice for Employees, Independent Contractors and Job Applicants, which explains the categories of personal information we collect about you, the purposes for which the categories of personal information shall be used and your rights with respect to our use of such personal Information.

    Working at Carbon

    Overall Culture Score

    4.3/5

    CEO Score

    Ellen Kullman
    Top
    5%

    Ellen Kullman
    Top 5% of Similar Sized Companies in the United States

    Awards

    Reviews from current employees

    Flex time off / unlimited PTO allows me to spend less time focusing on what hours I'm working and more on making sure I am producing quality outputs in a way that works for me.
    Employees are encouraged to be engaged and form alliances - we have a People of Color, Womxn's & Pride ERG.
    There is a lot of emphasis placed on making sure our culture truly lives up to the brand promise. Also our company-wide communication forums, such as #CarbonTalks and Carbon Connect, help employees feel included and informed.

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    Diversity at Carbon

    Top
    35%

    Gender Score

    As rated by current employees on Comparably

    Top
    25%

    Diversity Score

    As rated by current employees on Comparably

    Perks and Benefits

    Health & Wellness
    Dental Insurance
    Vision Insurance
    Health Insurance
    Life Insurance
    Gym Membership / Reimbursement
    Paid Time Off
    PTO / Vacation Policy
    Paid Holidays
    Maternity / Paternity Leave
    Financial Benefits
    401K / Retirement Plan
    Office Perks
    Pet-Friendly
    Company Social Outings
    Work From Home Policy
    Unique Office Space

    eNPS

    44
    eNPS Score
    Promoters
    Passive
    Detractors

    Carbon's Employee Net Promoter Score (eNPS) is 44, as rated by 60 employees. This means 62% of Carbon employees would encourage their friends to become coworkers today.

    5 Cool Reasons to Work at Carbon

    1. Work Environment
    2. Trusted Leadership
    3. Diversity
    4. Engineering Team
    5. Dog Friendly