Head of Global Customer Education + On-Boarding

San Francisco

We’re looking for a strategic, detail-oriented, and innovative leader to manage and grow our global Customer Education and on-boarding programs. 

We want our customers to not only become Asana experts, but champions of our brand. Our Education and on-boarding programs are at the core of that strategy creating learning experiences that deliver delight and value at scale. Asana’s onboarding services are pre-packaged solutions that take place over 30-90 days and help our customers see early value in adopting a work management software, train their collaborators, and facilitate the change management process. You will be responsible for working cross-functionally across sales, marketing, and operations to bring to market onboarding and education services packages for Asana’s customers. As a leader, you will drive strategy, innovation, and operational excellence to ensure that our programs are best-in-class. 

 

What you’ll achieve

  • Design, develop, and deliver the strategy for the full range of time-bound Customer Success services focused on getting teams to adopt Asana.
  • Own and manage Asana Education programs – both the day-to-day and longer-term strategy and goal setting
  • Build a globally renowned certification program that empowers users to showcase their proficiency with Asana and demonstrate work management skills
  • Work cross-functionally to drive operational requirements and implement processes to scale the sale and delivery of onboarding + education services, from pre-sales through implementation.
  • Partner with Revenue Operations and Professional Services to drive customer learnings and operational analytics.
  • Work with Marketing and Customer Success to craft high-quality content that drives customer engagement and product usage
  • Provide a framework and enable colleagues in global offices to implement best practices from the onboarding + education services playbook. 
  • Deliver a scalable, tech-driven learning experience for a variety of audiences - SMB, MM and our enterprise customers
  • Proactively seek and quickly action on customer feedback to improve the learning experience and develop new offerings

 

About you

  • 15+ years of combined experience in a similar customer-facing and people management role.
  • A proven track record in:
    • Leading in a global, matrixed organization.
    • Building and managing teams that deliver time-bound engagements to SMB & Mid-Market and Enterprise customers.
    • Partnering effectively with sales counterparts to deliver on a high-velocity landing strategy.
    • Partnering with vendors to scale and extend Customer Success service coverage.
    • Overseeing a P&L in client services.
  • Strategic leader with a bias towards action and ability to build and make the business case for new, paid customer services offerings.
  • Skilled in navigating cross-functional relationships to get buy-in in a high-growth SaaS environment.
  • Experience managing LMS vendor relationships with a focus on continually enhancing efficiencies and ensuring platform functionality aligns with program strategy
  • A proven track record of creating systems and programs that measurably increase product adoption and customer outcomes
  • Customer obsessed -- a passion for understanding, driving, and improving customer adoption of Asana’s product.

 

 

About us

Asana helps teams orchestrate their work, from small projects to strategic initiatives. Millions of teams around the world rely on Asana to achieve their most important goals, faster. Asana has been named a Top 10 Best Workplace for 5 years in a row, is Fortune's #1 Best Workplace in the Bay Area, and one of Glassdoor’s and Inc.’s Best Places to Work. After spending more than a year physically distanced, Team Asana is safely and mindfully returning to in-person collaboration, incorporating flexibility that adds hybrid elements to our office-centric culture. With 11+ offices all over the world, we are always looking for individuals who care about building technology that drives positive change in the world and a culture where everyone feels that they belong.

 

We believe in supporting people to do their best work and thrive, and building a diverse, equitable, and inclusive company is core to our mission. Our goal is to ensure that Asana upholds an inclusive environment where all people feel that they are equally respected and valued, whether they are applying for an open position or working at the company. We welcome applicants of any educational background, gender identity and expression, sexual orientation, religion, ethnicity, age, citizenship, socioeconomic status, disability, and veteran status.

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Why Asana?

We’re growing fast to achieve a big mission that drives us every day. Passionate and curious people like you will help us achieve it. A supportive team, award-winning culture, and unique growth opportunities will empower you to do your best and most impactful work at Asana.

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