Customer Education Manager
Bayzat
Total years of experience :13 years, 9 Months
Bayzat is a tech company, providing insurance and HR solutions to SMEs.
Initially joined as a Customer Success Manager responsible for building relationships with customers to train and drive usage on our HR platform. Moved to a more content focused role, handling all customer education for Bayzat Benefits.
Key focus areas include:
Building all training product content for new releases, modules and features to include help articles, videos, How To Guides and any form of content for adoption and better utilization
Creating and managing all new feature launches via mailers, drip campaigns and other tools such as Intercom, Hubspot to communicate new releases with existing customer base
Managing and maintaining our help center - help.bayzat.com - creating over 300 articles for internal and external use as needed
Initially joined the HR division to recruit for Bayt, and promoted 3 times to my current role as Product Manager developing a range of learning-related projects implemented in the form of online courses as well as offline/workshop based learning programs.
Key project tasks include:
Planning and design of course outline/curriculum, content format and learning program based on specific learning outcomes/goals
Creating new content and curating knowledge from subject matter experts in a structured, meaningful and comprehensive manner, delivered in various forms such as scripts for video/audio lectures, presentations, workbooks and handbooks using appropriate technology/multimedia tools
Developing assessment methods such as quizzes, tests, exams and assignments to evaluate learner understanding and overall effectiveness of course
Implementing learning program in the form of online courses using LMS, physical workshops or written material and managing all program delivery aspects with client/internal audience.
Projects and Achievements:
Bayt Certified Expert: A certification program to validate employer and recruiter skills on using Bayt.com. Created business plan, all learning and exam content, technical product flow, marketing material, agreements with external exam platform and proctoring providers and managing all operations of product.
Bayt Training Program: Leading and managing all internal training content development across Bayt offices and departments, responsible for creating and systemizing new a training program and producing online and offline learning courses for all employees.
Job Search Strategy Workshop and Course: Creating and presenting Bayt’s first jobseeker workshop and online course on Job Search Strategies. Developed all content including a 5 hour workshop session, course workbook, delivering the workshop on a monthly basis and created an online version offered through video course.
Edraak MOOC Courses: Designed and created 6 courses for Queen Rania Foundation’s first Arab Open Online Course Platform “Edraak” in collaboration with EdX. Managed the delivery of the project and all content creation and implementation of project dealing with over 30K students via the learning platform.
Recruiting for Bayt.com across all 12 offices at both junior and senior levels, ensuring delivery of recruitment targets within the assigned deadlines and budgets.
Key Achievements:
- Achieved monthly and yearly assigned recruitment targets
- Received “Top Performer Award” for closing highest number of positions
Responsibilities:
- Posting vacancies and searching for qualified candidates using Bayt’s database, networking and referrals
- Interviewing and selecting candidates for various roles and coordinating further assessments with managers across the organization.
Accredited by the Chartered Institute of Personnel and Development
