Instructional Designer, Customer Education

$79,000 - $95,000/Yr

Muck Rack - Chicago, IL

Full-time - Mid Level

Chicago, IL

Merchant Wholesalers, Durable Goods

About the position

At Muck Rack, we are experiencing rapid growth and are seeking an experienced Instructional Designer to join our Customer Education team. This role is pivotal as we focus on expanding educational resources for our customers, ensuring they have the tools and knowledge necessary to master our products. As an Instructional Designer, you will collaborate closely with various teams to execute a unified content strategy that meets the needs of our Go-To-Market (GTM) teams and enhances the customer experience. Your primary responsibility will be to develop educational resources that not only drive product mastery but also improve team performance across GTM. This includes creating impactful training materials for new product releases, thereby ensuring consistency in execution across the organization. In this role, you will partner with Marketing and Customer Success to design learning experiences that foster greater adoption and engagement with our platform. You will have the opportunity to create content across multiple learning channels, including the Muck Rack Help Center, Academy, and our In-App Performance Support tools. Your work will directly contribute to inspiring learning throughout the customer journey, making it essential to understand the needs and challenges faced by our users. Your success will be measured through various metrics, including completion rates of training materials, increased active user counts, and the overall quality and accuracy of your work as defined by Muck Rack's Instructional Design Documentation. You will also be responsible for adhering to style guidelines and improving performance metrics for revenue teams, ensuring that the educational resources you create are not only informative but also effective in driving business outcomes.

Responsibilities

• Analyze training needs for customers alongside Go-To-Market Enablement and Customer Education team members.
• Develop engaging learning experiences through a unified content strategy that provides a continuous learning path for GTM teams and Muck Rack customers.
• Create learning and development assets such as courses, videos, webinars, and product simulations to support awareness and adoption of Muck Rack.
• Track and oversee metrics and reporting to measure the success and impact of training, tools, and processes.
• Build relationships and collaborate cross-functionally with key stakeholders from Customer Success, Sales, Product, Marketing, and Customer Support.
• Field internal and external inquiries and content requests for customers.

Requirements

• At least 2 years of experience in instructional design at B2B SaaS companies.
• 2+ years experience using course authoring and video/audio design tools (Articulate 360, Adobe Illustrator, and TechSmith Camtasia preferred).
• Experience with incorporating multiple media elements into learning programs, including audio, video, animation, simulation, and self-developed graphics.
• Knowledge of adult learning principles and needs assessment techniques.
• Ability to work autonomously and a desire to own projects from start to finish.
• Ability to analyze training needs for revenue professionals and a proven track record of creating training that leads to measurable and observable business outcomes.
• Data-driven with a passion to uncover how customers learn and retain information most effectively.
• Great communicator with strong collaboration and project management skills.
• Deep empathy for the challenges and motivators for those working in public relations and communications.
• Appetite to learn the latest technologies and techniques required to build best-in-class digital education solutions.
• Direct experience working with major LMS systems (Skilljar a plus).

Benefits

• Base salary between $79,000 and $95,000 depending on skills and experience.
• Quarterly bonus plan.
• Geo-neutral approach to compensation within the US, based on job function and level, not location.
• Competitive pay bands for all other countries based on market standards.