Title: Manager, Customer Education Location: United States Job Description: At NAVEX, we're transforming the world-making it safer, more ethical, and ensuring every voice is heard. That's real impact. Our high-performance culture is driven by our values. We move with speed, passion and purpose - as one team. We are bold in our ideas, accountable in our actions, and committed to doing the right things right. NAVEX provides a full suite of integrated risk and compliance management software products. We're an industry leader with exciting plans to continue growing, and we're looking for an experienced, driven, enthusiastic manager to be a part of this growth! If you've been looking for a company where you can feel like the products are making a positive impact in the world, then look no further! We help companies build ethical workplace cultures. You will be part of an incredibly talented team who live and breathe customer education-from world-class software documentation to engaging online learning experiences. As the Manager of Customer Education, you will lead a team of Technical Writers and Learning Consultants who create both internal and customer-facing product documentation and training courses. Your team ensures stakeholders not only understand how to use NAVEX products but also gain the knowledge and confidence to get the most value from them. Help us tell the story of the amazing stuff we're building-through content that informs, teaches, and inspires! You'll thrive in this remote role surrounded by an engaged, collaborative team deeply committed to your success. Join us and help shape what's next! What you'll get: Meaningful Purpose. Your work helps organizations operate with integrity and protect their people-at a scale few companies can match. High-Performance Environment. We move with urgency, set ambitious goals, and expect excellence. You'll be trusted with real ownership and supported to do the best work of your career. Candid, Supportive Culture. We communicate openly, challenge ideas-not people-and value teammates who embrace bold thinking and continuous improvement. Growth That Matters. You can count on authentic feedback, strong accountability, and leaders invested in your success so you can achieve real growth. Rewards for Results. We provide clear, competitive compensation designed to recognize measurable outcomes and real impact. What you'll do: Manage the day-to-day operations of a team comprised of Technical Writers and Learning Consultants Research and deploy best in class technology tools to ensure the most efficient and highest quality content delivery possible Deliver engaging technical documentation and training courses to help our customers successfully use their software Ensure content is optimized for both human and AI utilization Measure and maximize content's customer impact Coach, mentor and inspire staff with a focus on individual development, employee satisfaction, and retention Provide clear individual and team goals, ensuring each team member understands their role, making changes when necessary and proactively addressing performance issues Track work across multiple products with dynamic schedules, ensuring on time content delivery Collaborate cross-functionally with various stakeholders, including Product Management, Engineering, Customer Success and Services teams We have great tools, and even greater people, and we're hopeful you can show us ways to use them even more efficiently to help communicate what's coming with our products! What you'll bring: 5+ years of experience as a Technical Writer or Instructional Designer 3+ years of proven people management experience or effectively managing and leading a team of direct reports Excellent written and verbal communication skills Experience with Jira, Sharepoint and Salesforce. Experience with MadCap Flare and Videate is a plus Ability to connect the dots and tell our story to customers across multiple products Strong problem-solving and organizational skills Strong stakeholder management and project management skills with demonstrated ability to manage multiple projects simultaneously and in a fast-paced environment Culture Agility. Comfort working in a fast-paced, candid environment that values innovation, healthy debate, and follow-through AI Readiness. Curiosity and willingness to use AI and emerging technologies to elevate your work and deliver smarter outcomes Fuel performance and outcomes. Leverage your job competencies and champion NAVEX's core values Our side of the deal: We'll be clear, we'll move fast, and we'll invest in your success. You deserve to be supported, challenged, and rewarded for the impact you make-and we commit to doing that every step of the way. The starting pay for this role is $125,000 per annum with a 5% MBO. Discover how you can grow, lead, and make an impact by visiting our career page to learn more. NAVEX is an equal opportunity employer committed to including individuals of all backgrounds, including those with disabilities and veteran status.

• Be the Voice of the customer (VoC) and their internal advocate • Gather and understand feedback and data to improve outcomes and experience quality • Deliver added value services through offerings to increase product value and adoption • Identify and drive new sales opportunities (up/cross sell through CSM qualified leads) • Serve as the primary contact in customer success organization to drive solutions for better risk management and retention • Create and manage a customer success plan alongside the account manager and customer • Develop and provide virtual business reviews with C-level executives and management • Ensure product ideas, needs and value drivers are known, captured and articulated to the business community

• Partner with sales to complete a comprehensive sales transition process. • Operate as a business partner to your customer and their delivery team by knowing their strategy and plan. • Primary ownership and accountability for driving your customer’s adoption, expansion, satisfaction, and renewal. • Understand customer’s OneStream contractual agreements (Cloud/SaaS, Term, etc.). • Understand customer’s contractual agreements with their delivery team whether it is with a Partner or with OneStream Services (Scope, Timeline, staffing). • Manage and execute the customer’s onboarding process. • Develop strong working relationship with your customer and their delivery team. • Establish and execute cadence-based “Business Review” meetings with your customer. • Identify and mitigate risks that threaten your customer’s satisfaction, growth, or renewal. • Align with Customer Success leadership on regional metrics. • Develop and grow your knowledge of OneStream’s Platform and MarketPlace Solutions and share that knowledge with customers. • Promote awareness of Regional OneStream Communities and customer educational events. • Keep management informed of progress and obstacles on your portfolio of customers. • Actively listen to customers and help them understand how they can get the most value from their investment in OneStream. • Champion your customer’s requests by collaborating with the Customer, their delivery team, and various OneStream departments (Customer Support, Cloud, Technical SME’s, Product Mgmt. etc.). • When necessary, be the respectful challenger to set and manage your customer’s expectations.

• Act as primary contact for B2B/enterprise customers, accountable for driving healthy and constant relationships with key contacts throughout the customer lifecycle - from app launch to renewal. • Ensure customer satisfaction, retention, and success. • Manage escalations, internally and externally, with a focus on customer empathy. • Maintain regular contact with customers to understand their business priorities, monitor their progress toward achieving key results, and continually identify and mitigate risks (relationship, commercial, etc.). • Work with partners to accurately forecast growth and to identify and monitor progress towards shared goals. • Drive adoption of Alpaca features (new and existing) among our Live Partners. • Identify and disseminate best practices and pitfalls. • Represent the partner internally to ensure Alpaca across multiple groups (marketing, product, operations, etc.). • Maintain positive relationships, internally and externally, to drive overall success and overcome obstacles. • Provide internal communication and reporting on overall account status, health, and risk. • Develop a success strategy for ensuring customer success. • Identify areas and consider solutions for improvement/optimization within Alpaca. • Ad-hoc duties and responsibilities as assigned. • Deliver QBRs and executive reports that align customer goals to platform outcomes. • Serve as a trusted advisor to customers’ leadership teams, aligning Alpaca capabilities to their go-to-market strategy. • Own the full customer lifecycle post-signature: onboarding, activation, expansion, and renewal. • Collaborate cross-functionally with Product, Sales, and our Broker Dealer to leverage process understanding to champion partner needs and influence roadmap priorities.