Customer Education Project Manager

Are you looking to have an impact on the daily life of millions of entrepreneurs in France (and tomorrow in Europe)? Are you looking for a work environment that values trust, proactivity, and autonomy? Are our Engineering principles aligned with your vision? Then Pennylane is the right place for you ! Our vision We aim to become the most beloved financial Operating System of French SMEs and Accounting Firms (and soon, European ones). We help entrepreneurs rid themselves of time-consuming tasks related to accounting and finance while providing them with access to key financial information to assist in making the best decisions for their business. About us Pennylane is one of the fastest growing Fintechs in France (and soon to be in Europe!) In 5 years of existence, we’ve managed to : 💻 Make ourselves known as a groundbreaking accounting and financial software for small businesses and their accountants 💰 Raise a total of €400 millions, including from Sequoia, the famous fund from the Silicon Valley who invested early in companies like Google, Facebook, Airbnb, Stripe, Paypal and much more... 👨‍👩‍👧‍👦 Grow from 7 cofounders to 1000 happy Pennylaners : we’re now recognized as one of the greatest places to work in France (and also remotely), with a 4.6/5 rating on Glassdoor. 🌍 Build an international environment with more than 25 nationalities, with a strong remote-friendly culture, where 30% of the employees are already working from all parts of Europe 🤝 Earn the trust of thousands of customers and accounting firms and obtain outstanding ratings 🚀 Already more than 900,000 small and medium-sized enterprises (SMEs) and over 6000 accounting firms use Pennylane in France! 🏢 Context Pennylane has launched an innovative certification program aimed at recognizing the expertise of Pennylane users and partners. This program addresses several strategic objectives: Current certifications: - Pennylane Accounting Interface Certification: validates complete mastery of Pennylane's accounting interface. - Electronic Invoicing Specialist Certification: expertise in electronic invoicing and regulatory compliance. Benefits and outcomes: -For certified users: official recognition of their expertise, diploma that can be showcased on LinkedIn, for example. -For Pennylane: improved product adoption, reduced customer support, creation of qualified ambassadors, competitive differentiation -For accounting firms: trained and certified teams, quality assurance for their clients, optimized platform usage. In parallel, we are deploying an accreditation program for our partners (freelancers, integrators, trainers), which requires a complementary approach with adapted evaluation criteria and differentiated partnership levels. Technical infrastructure: Exams are administered through Pennylane Academy, our integrated training platform (LMS). 🎯 Main Mission You will orchestrate our Credentialing strategy. You will develop various credential programs to validate user and partner expertise, boost product adoption, and ensure partner service quality. ✅ Key Responsibilities 1. Consolidation and Optimization of Existing Certifications (20%) Audit and continuous improvement of current certifications (Accounting Interface & Electronic Invoicing) Regular updates of exam content in collaboration with product teams and the content team. Process and renewal management: technical management of certification delivery with LearnWorlds and Certifier.io tools, user experience improvement, validity period definition, recertification process, automated alerts. Marketing activities: events with Key Accounts or during Pennylane events in collaboration with the Marketing team. Support management: respond to requests from users and front-line client teams (support, CSM, PrM). 2. Certification Roadmap Management (30%) Definition and prioritization of new certifications based on user needs. Feasibility study: demand analysis, estimated ROI, required resources Development coordination with the Education team for exam content creation Beta-test management before large-scale deployment Competitive intelligence on certification programs in the sector and SaaS industry 3. Credentials Strategy (30%) Partner accreditation program: definition of levels, eligibility criteria, associated benefits. Define and implement micro-credentials and digital badges. Creation of credentials pathways: create the articulation and interdependence between badges, certifications, and accreditations. Integration with Pennylane Academy: seamless integration between online training (courses and pathways) and credentials. 4. Cross-functional Collaboration & Analytics (20%) Coordination with teams: Education Team: instructional design and content management. Partnership teams: trainers, integrators, educators. Marketing: launch campaigns and communication Product: alignment with platform developments Partner Success: deployment at partner accounting firms Freelance management and external service providers for content creation Lead regular internal communication with key stakeholders. KPI monitoring: ensure proper data tracking, management of the certified directory, creation of reports to lead data analysis. 📌 KPIs Number of certifications issued per month / quarter. Number of LinkedIn shares Exam success, completion rates and CSat Resolution time for certification-related support tickets. Successful launch of the Partner Accreditation Program 📌 Ramp up / Probation Period Expectations Month 1: Complete audit of existing certifications, mastery of tools (LearnWorlds, Certifier.io), and understanding of the product roadmap. Month 3: Full autonomy on managing the "Run" (support, maintenance), proposal for optimizing current processes, and delivery of the Partner Accreditation action plan. Month 6: Launch of a new certifications and the Accreditation Program. 🎓 Desired Profile Must haves: Solid experience in cross-team project management. Experience or Training/certification, ideally in a SaaS environment. Expert with learning software, such as LMS or credential management tools. Strong ability to define KPIs and analyze performance data English and French proficiency Autonomous and structured with a deep sense of ownership and curiosity Desired experience: Startup/scale-up environment in rapid growth Lead projects with instructional design aspects Knowledge of the accounting/financial sector or B2B SaaS 🤝 Recruitment Process First talk with Florine, Talent Acquisition - 30' Interview with François, Senior Education Program Manager - 45' Case study with two team members - 1h Final Interview with Simona, Head of Education - 45'