What are the responsibilities and job description for the Client Education Manager position at Fluency Inc.?
Team Overview:
At Fluency, we come together under two shared passions that drive our culture: the scaling of digital ad operations, and fostering a workplace environment rooted in open communication, inclusivity, and a growth-oriented mindset. These passions not only set us apart in the industry, but also fuel our collective drive to reshape the industry and reinvent ourselves along the way. We're not just revolutionizing the digital advertising horizon, we're shaping an organization where every member feels a sense of pride and is inspired to do their best work.
Product Overview:
The Fluency platform brings first-of-its-kind Robotic Process Automation for Advertising together with AI into a single hub that enables you to adapt to the rapid pace of industry change while delivering comprehensive digital ad programs at a virtually limitless scale. Launch, manage, and optimize custom, local digital advertising campaigns across all major channels with groundbreaking efficiency and control. Your advertising strategies shouldn’t be limited by technical constraints, resource limitations, and tedious, time-consuming tasks.
Job Summary:
As a Customer Education Manager, you will play a pivotal role on the Learning Experience team, responsible for developing, creating, and delivering training programs that enable our clients to succeed in a rapidly evolving digital advertising industry. The ideal candidate is a fast-learner and self-starter, capable of turning ideas into actionable plans. Fluency’s Learning Experience oversees programs that serve both external and internal learners. However, this individual contributor role will focus on training and resource development targeted towards clients.
Role Duties:
- Be a product expert
- Support the development, creation, and operational activities of the Fluency Academy certificate program in our LMS (Docebo)
- Deliver live training sessions and evaluations to new and existing clients with consistency, ensuring learners achieve both competence and confidence as users of the platform
- Partner with cross-functional teams to thoroughly understand technical details, identify knowledge gaps, and keep documentation and training in sync with evolving platform features.
- Understand the client experience, particularly the barriers to product adoption, and directly address these needs in training
- Build and maintain job aids, instructional videos, knowledge base articles, and other client facing training resources
- Prepare and train the Client Services team to deliver new release announcements to their clients
- Adapt and present materials to various knowledge levels through exceptional written and verbal communication
What We Look For:
- Minimum of 4 years of experience working in L&D or related field
- Exceptional oral and written communication skills, with the ability to distill complex technical concepts into clear and concise learning
- Up to date with industry trends in learning and development
- Understanding of visual design and user experience
- Knowledge and hands-on experience with digital advertising and advertising technology (nice to have)
- High level of adaptability and accountability
Fluency provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
