Head of Customer Learning

2 weeks ago

Langley, Canada StudioXID Full time

**[About StudioXID]**

ProtoPie is the easiest interactive prototyping tool for all digital products. Designers can turn their UI/UX design ideas into highly interactive prototypes for mobile, desktop, web, all the way to IoT and beyond. They can explore, validate, and test design solutions and ideas by creating very realistic, production-like prototypes without code and without the help of engineers.

ProtoPie is widely used by various companies all over the world across many industries, e.g., Google, Microsoft, Meta, Nintendo, BMW, Samsung, Tencent, Reddit, Bytedance, and Disney. Plus, ProtoPie won no.1 Advanced Prototyping tool in the UX Tools 2022 Design Tools Survey.

**[About the role]**

As a Head of Customer Learning & Support, you'll play a pivotal role in empowering our enterprise customers to make the most of ProtoPie. Your primary responsibility will be to assist these customers in creating realistic and immersive interactions, enabling them to bring their innovative ideas to life. For this role, we expect you to have a deep understanding of the ProtoPie product based on your solid ProtoPie user experience, and to lead customer learning & support team.

**[Responsibilities]**

**Educate customers**
- Develop enterprise-focused onboarding learning management systems to streamline the integration of ProtoPie within their workflows.
- Create captivating prototypes using Enterprise features to showcase the boundless potential of ProtoPie.
- Craft educational content tailored to the unique needs of enterprise customers based on their respective roles, such as designers, account administrators, developers, and more.
- Conduct exclusive onboarding training sessions for Enterprise customers, customizing the content to align with each company's specific requirements.

**Sales support**
- Offer real-time guidance and support to enterprise customers to enhance their experience and increase renewal possibilities.
- Deliver on-site and online training sessions to assist customers in maximizing the value of ProtoPie.
- Collaborate closely with account managers to address inquiries and provide solutions to usage-related questions.

**Speak out ProtoPie**
- Give a talk at online/offline conferences and meetups to evangelize prototyping process and ProtoPie.
- Write articles on how to utilize new features of ProtoPie.

**Feedback Loop**
- Act as a liaison between enterprise customers and the product development team by collecting and organizing customer feedback and requirements.
- Ensure that customer input is shared with the product team to shape the future of ProtoPie and maintain product roadmap accuracy.

**Manage the team**
- Lead customer learning & support team members in different time zones across the world.
- Build up standardized education contents to offer high quality education and support constantly.

**[Qualifications]**

**Must**
- ** A deep and comprehensive understanding of ProtoPie, with a reputation among your peers as a "ProtoPie expert."**- Have more than 3 years of team management experience
- Demonstrated experience using ProtoPie in real work projects, showcasing your proficiency and expertise.
- Familiarity with creating Bridge Apps and the ability to eventually build them with mínimal supervision from our engineers.
- Proven experience in designing and delivering effective educational content, driving user adoption, and fostering user habits.
- Proficiency in English, with clear diction and pronunciation to effectively communicate with customers.
- A genuine passion for education, particularly in the design domain, and a strong desire to empower users to become better designers and communicators of their creative visions.
- Exceptional patience to assist users and resolve any challenges they encounter.
- Willingness and capability to provide on-site training within the North America region.

**Plus**
- Familiarity with node.js (JavaScript) and some experience in Arduino programming.
- Previous experience in the automotive or hardware (H/W) industry is a valuable asset.
- Programming, engineering or computer science related background

**[How We Work]**

**Team ProtoPie Works with 5 Company Values**

**1. **Autonomy & Responsibility**:
We respect everyone's autonomy while taking responsibility for freedom and for judgment between right and wrong for the company.

**2. Communication & Trust**:
We share information, communicate transparently, and build trust with our colleagues and customers.

**3. Integrity**:
We draw a line between personal and professional lives and work with high moral standards.

**4. Global Citizenship**:
We respect each cultural trait and always consider the global market in work.

**5. Team Player**:
We collaborate with colleagues, help others actively, and respect others' professionalism and authority.

**[Benefits and Welfare]**

**1. Special Grant Vacation**

Recharge your batteries We believe innovation stems from a clear and relaxed mind rather than a

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