Customer Education Instructional Designer and Trainer

Locations: Austin, TX, Denver, CO
About the Role
At Cloudflare, we are committed to excellence and innovation, not just as it relates to the products we sell, but also for the onboarding services we provide our customers. This role is responsible for designing and developing customer-facing education offerings including digital and instructor-led courses. The Customer Education organization is focused on accelerating customer adoption of Cloudflare's products by creating thoughtful, captivating, easy-to-use educational tools to help customers develop the skills, knowledge, and abilities necessary to get the most out of Cloudflare's solutions.
The candidate must have expertise in designing and developing courses and learning offerings that produce impactful, measurable results, such as increased product engagement and adoption. Your expertise in curriculum development and instructional strategies and your creativity are crucial in ensuring the delivery of high-quality learning experiences. In this role, you will also help mentor newer instructional designers to ensure high quality training products.
As a member of the Customer Education team, you will work across multiple teams including Product, Sales, Marketing, Customer Success, Enablement, and IT.
What you'll do

• Training Design: With oversight from a senior or leader, design high quality and consistent learning experiences to meet the needs of the audience, product, and technology.
• Instructional design: Apply learning theories and instructional design models.
• Needs analysis: Identify learning needs through collaboration with stakeholders, subject-matter experts, and customers. Provide expertise to help stakeholders make informed decisions on curriculum direction.
• Curriculum and lesson planning: Develop courses, learning activities, and assessments within time and budget constraints, and with high, consistent quality.
• Online learning: Create and manage online/digital/self-paced learning modules and courses. Mentor newer instructional designers by providing oversight and feedback during the onboarding process.
• Assessment and evaluation: Use assessment tools to collect and analyze data and feedback to improve learning outcomes.
• Training facilitation: Perform live training to customers from a standard curriculum that engages audiences with accurate, interactive, and adaptive instruction and allows learners to accomplish concrete results from Cloudflare products.
• Learn independently: Take on an independent and continuous learning journey to gain broad Cloudflare and industry knowledge, and keep up with the newest releases and practices.
• Training and mentoring: Train and mentor newer instructional designers on development tools and learning technologies.
• Project Management: The ability to independently manage your day-to-day work to complete projects on time and on budget.
• Content development: Write scripts for video and audio content, and develop instructor's manuals and rubrics.
• Feedback: Collect and implement feedback from program reviews.
• Professional development: Stay current on instructional trends and best practices.

Examples of required skills, knowledge, and experience

• Bachelor's degree or extensive experience in Information Technology, learning technology, instructional design, education, or a related field.
• 3+ years of customer-facing experience in an instructional design role, preferably live customer-facing education.
• Visual design skills (e.g. PowerPoint, Photoshop, Illustrator) and ability to storyboard.
• Advanced level use of course development software, learning management systems, and other eLearning tools.
• 2+ years of experience in an educational role in Information Technology, Network Engineering, Cybersecurity, and/or Information Assurance.
• Excellent communication skills including written, verbal, and interpersonal with all organizational levels.
• Ability to handle dynamic live training to diverse audiences, and cater training content while accomplishing the goals of a specific class.
• Ability to write effective copy, instructional text, and audio and video scripts.
• A hands-on doer who loves wearing multiple hats, jumping in, and taking initiative to identify and build solutions.
• Effective collaboration with multiple teams including Product, Sales, Customer Success, Marketing, and Support to ensure development of the highest quality educational offerings for a global customer base.
• Strong analytical and problem-solving skills with a data-driven approach to decision making.

Work Expectations

• This role requires flexibility in scheduling to accommodate training sessions across different time zones.

Compensation
Compensation may be adjusted depending on work location.

• For Colorado, Georgia, and Texas based: Estimated annual salary of $113,000.00 to 139,000.00
• For New York City, Washington, DC Metro and California based (excluding Bay Area): Estimated annual salary of 120,000.00 to 146,000.00

Equity
This role is eligible to participate in Cloudflare's equity plan.
Benefits
Cloudflare offers a complete package of benefits and programs to support you and your family. Our benefits programs can help you pay health care expenses, support caregiving, build capital for the future and make life a little easier and fun! The below is a description of our benefits for employees in the United States, and benefits may vary for employees based outside the U.S.
Health & Welfare Benefits

• Medical/Rx Insurance
• Dental Insurance
• Vision Insurance
• Flexible Spending Accounts
• Commuter Spending Accounts
• Fertility & Family Forming Benefits
• On-demand mental health support and Employee Assistance Program
• Global Travel Medical Insurance

Financial Benefits

• Short and Long Term Disability Insurance
• Life & Accident Insurance
• 401(k) Retirement Savings Plan
• Employee Stock Participation Plan

Time Off

• Flexible paid time off covering vacation and sick leave
• Leave programs, including parental, pregnancy health, medical, and bereavement leave