Customer Education Instructional Designer and Trainer at Cloudflare

About Us

At Cloudflare, we are on a mission to help build a better Internet. Today the company runs one of the world’s largest networks that powers millions of websites and other Internet properties for customers ranging from individual bloggers to SMBs to Fortune 500 companies. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by Cloudflare all have web traffic routed through its intelligent global network, which gets smarter with every request. As a result, they see significant improvement in performance and a decrease in spam and other attacks. Cloudflare was named to Entrepreneur Magazine’s Top Company Cultures list and ranked among the World’s Most Innovative Companies by Fast Company.

We realize people do not fit into neat boxes. We are looking for curious and empathetic individuals who are committed to developing themselves and learning new skills, and we are ready to help you do that. We cannot complete our mission without building a diverse and inclusive team. We hire the best people based on an evaluation of their potential and support them throughout their time at Cloudflare. Come join us!

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

EquityThis role is eligible to participate in Cloudflare’s equity plan.

BenefitsCloudflare 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

What Makes Cloudflare Special?

We’re not just a highly ambitious, large-scale technology company. We’re a highly ambitious, large-scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet.

Project Galileo: Since 2014, we've equipped more than 2,400 journalism and civil society organizations in 111 countries with powerful tools to defend themselves against attacks that would otherwise censor their work, technology already used by Cloudflare’s enterprise customers--at no cost.

Athenian Project: In 2017, we created the Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free, so that their constituents have access to election information and voter registration. Since the project, we've provided services to more than 425 local government election websites in 33 states.

1.1.1.1: We released 1.1.1.1 to help fix the foundation of the Internet by building a faster, more secure and privacy-centric public DNS resolver. This is available publicly for everyone to use - it is the first consumer-focused service Cloudflare has ever released. Here’s the deal - we don’t store client IP addresses never, ever. We will continue to abide by our privacy commitment and ensure that no user data is sold to advertisers or used to target consumers.

Sound like something you’d like to be a part of? We’d love to hear from you!

This position may require access to information protected under U.S. export control laws, including the U.S. Export Administration Regulations. Please note that any offer of employment may be conditioned on your authorization to receive software or technology controlled under these U.S. export laws without sponsorship for an export license.

Cloudflare is proud to be an equal opportunity employer. We are committed to providing equal employment opportunity for all people and place great value in both diversity and inclusiveness. All qualified applicants will be considered for employment without regard to their, or any other person's, perceived or actual race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship, age, physical or mental disability, medical condition, family care status, or any other basis protected by law. We are an AA/Veterans/Disabled Employer.

Cloudflare provides reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job. Examples of reasonable accommodations include, but are not limited to, changing the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. If you require a reasonable accommodation to apply for a job, please contact us via e-mail at hr@cloudflare.com or via mail at 101 Townsend St. San Francisco, CA 94107.

Customer Education Instructional Designer and Trainer

Job Description