Learning Experience Specialist

We are looking for a strategic and creative Learning Experience Specialist to build and launch the SysAid Customer Academy. In this pivotal role, you will be responsible for executing our vision of a unified, scalable learning hub that empowers customers, partners, and internal teams.

You will not just be creating content; you will be the architect of our educational ecosystem - working in a new LMS, defining certification frameworks, and designing role-based learning paths that drive product adoption and generate new revenue streams.

Key Responsibilities

• Academy Strategy & Infrastructure
• LMS Implementation: Lead the setup of the Learning Management System (LMS) that will serve as the foundation for the Academy.
• Branding & Structure: Define the structure of the Academy to ensure a world-class, on-brand user experience.
• Certification Framework: Design the architecture for paid and free certification programs, based on user role.
• Content Development & Instructional Design
• Curriculum Design: Develop role-based learning tracks for external users (Admins, IT Managers, Service Desk Agents) and internal teams (Customer Care, Customer Revenue).
• Content Creation: Produce high-quality, engaging educational assets, including:
• Self-paced video courses and interactive modules.
• Sandbox exercises and deep-dive workshops.
• "Trial learning packs" to support Sales-Led Trials (SLT).
• Internal Enablement & Knowledge Management
• Internal Tracks: Build specialized onboarding and enablement paths for SysAid employees (Customer Care, Customer Revenue, Sales Engineers, Professional Services).
• Readiness Programs: Create mandatory readiness certifications and knowledge refresh cycles for every major product release to ensure global consistency.
• Community & Revenue Growth
• Community Integration: Gamify learning through badges and ranks, and foster peer-to-peer learning.
• Revenue Generation: Develop and launch paid certification programs and advanced instructor-led bootcamps to create a new revenue channel.
  
  

• 3+ years of experience in Instructional Design, Learning & Development, or Customer Education in a SaaS environment.
• Proven experience selecting, implementing, and managing an LMS.
• Strong proficiency in content creation tools.
• Experience building certification programs from scratch is a huge plus.
• Ability to translate complex technical concepts (ITSM, automation, asset management, AI) into accessible, engaging learning experiences.
• Strategic mindset: You can connect educational initiatives to business KPIs like MRR, adoption, and support ticket reduction.
  
  

• Impact: You will be building a "strategic growth engine" from the ground up that directly impacts revenue and customer retention.
• Ownership: You will have the autonomy to shape the vision of the SysAid Customer Academy.