At a glance

Join our leading SaaS Voice of the Customer solution company and play a pivotal role in enhancing the education journey of our clients.

As a Learning Experience Designer, you’ll be working directly with the Customer Success team at the forefront of ensuring our clients are equipped with the knowledge and skills to maximize their knowledge and experience with our platform. You’ll be accountable for developing content to improve our global partner & customer knowledge and boost platform adoption. This role offers an exciting opportunity to contribute to our growth through client retention, expansion, and fostering satisfaction.

As a vital member in our organization, you’ll be integral to internal strategic projects, refining and enhancing our product & service offerings. We foster a culture of proactive innovation, empowering you to spearhead improvement initiatives and shape the future of our company. You’ll also serve as the linchpin of customer satisfaction, ensuring that every interaction with our technology reflects our dedication to excellence.

Are you ready to redefine the standard for customer success in today’s digital landscape? Join us and be the driving force behind transformation, where every success story is a testament to the power of technology to make a meaningful difference.

Responsibilities

• Own the entire education & learning landscape at sandsiv+, including our LMS, in-platform learning wizards, support portal and 1-1 client-training workshops.
• Design and refine educational materials, including product/support documentation, tutorials, multimedia courses, and 1-1 training programs to aid clients in adopting our platform seamlessly.
• Design and maintain learning modules within our Learning Management System (LMS), ensuring content is relevant, up-to-date, and aligned with agile product developments.
• Evaluating and devising the best learning solution to fit the learner and organizational needs.
• Taking a body of knowledge supplied by experts and turning it into cogent and compelling web-based training.
• Guide clients through the end-to-end education journey, from onboarding to advanced training sessions, ensuring they gain proficiency in utilizing our platform effectively.
• Take ownership of content writing for product and user-story documentation and articles on the support platform.
• Partner with clients to understand their strategic goals, initiative objectives, priorities, and desired outcomes, leveraging our SaaS Voice of the Customer solution.
• Conduct personalized, one-on-one software training sessions with clients to address specific needs and ensure optimal utilization of our SaaS solution.
• Collaborate closely with internal stakeholders, including Product Development, Engineering, Marketing, and Sales, to enhance the educational experience for clients.
• Proactively identify opportunities for improvement in the education journey and contribute to strategic initiatives aimed at enhancing client satisfaction and retention.

What we offer

• A high level of responsibility from day one in a dynamic working start- up style environment
• Dive into the exciting world of Customer Experience (CX) – learn about data analytics, generative AI and natural language processing using sandsiv+ technology
• Flat hierarchies and direct communication with management
• A highly committed and very international team with a common vision
• Team building events in Zurich and/or Valencia
• Fixed salary + performance-related incentive plan
• Ongoing training and certifications on CX
• Work in a hybrid/fully remote environment (with an office in the heart of the dynamic tech scene in Zurich)

What We Are Looking For

• Minimum of 2 years of relevant experience in enterprise SaaS, with a focus on Customer Success/Support, Learning Experience and/or User Experience design
• Proven experience in learning design, training clients on SaaS solutions, and content writing
• Proven ability to build and maintain education content for a SaaS platform; Ability to quickly understand technical products and effectively present to key stakeholders, including customers, partners and employees
• Strong technical acumen and comfort working with SaaS platforms
• Demonstrated ability to align with agile product developments and maintain a product mindset
• Passionate, proactive attitude with a high level of ownership and dedication to solving customer problems
• The ability to be flexible, adaptable and work in a fast-paced environment, both individually and as a team player
• Exceptional fluency in written and spoken English; proficiency in additional languages is a plus

Ways to Stand Out

• Experience working with LMS platforms (i.e. Docebo, TalentLMS, ALM, etc.)
• Experience working with Zendesk and/or other support ticket systems/support portals.
• Experience with Customer Experience/Voice of the Customer initiatives
• Technical understanding of the SaaS landscape, including databases, data warehouses, and integrations.
• Familiarity with RestFul APIs, various data infrastructures, and compliance standards.
• Experience conducting in-person or online workshops and training sessions.

Join our CS team and be a driving force in shaping the education journey for our clients!

If you are interested, we look forward to receiving your detailed application including your salary expectations and earliest possible starting date.