Customer Education Manager

Job Title: Customer Education Manager

Reports to: VP, Customer Success

Location: Las Vegas or Remote

Summary:

The Customer Education Manager at Pavilion Payments will play a vital leadership role in ensuring casino clients receive thorough, consistent, and high-quality education on our full suite of financial services products. This position is responsible for managing, developing, and executing client-facing training programs that empower casino personnel—including cashiers, finance teams, and operational staff—to confidently utilize Pavilion Payments' tools and platforms.

In this role, you will oversee a team of Customer Education Specialists (Trainers) and coordinate all training efforts, including initial product rollouts, ongoing education, and the implementation of new features or products. You will also serve as a key liaison between the training team and other internal departments, ensuring that training content is accurate, up to date, and aligned with both client needs and corporate goals.

Key Responsibilities

• Deliver comprehensive, in-person and remote training sessions tailored to various casino departments.
• Educate users on all aspects of Pavilion Payments products, including, daily usage, operational workflows, compliance requirements, and troubleshooting.
• Ensure casino staff are proficient in using reconciliation tools, generating daily financial reports, and resolving common transactional discrepancies.
• Manage and mentor a team of Customer Success Education Specialists, fostering a culture of accountability, learning, and continuous improvement.
• Conduct regular performance reviews, provide coaching, and identify skill development opportunities for team members.
• Lead ongoing internal training for your team on new product features, enhancements, and updated training methodologies.
• Coordinate and schedule all external training engagements, including maintaining a master training calendar and assigning trainers to client sites.
• Develop detailed project plans and training syllabi in preparation for each engagement, ensuring timely execution and client readiness.
• Administer and implement the Level Up education program to support customer success initiatives and drive user enablement
• Participate in internal planning meetings to align training timelines with broader client onboarding and implementation efforts.
• Create, maintain, and continuously improve training materials, documentation, and client-facing resources.
• Customize educational content to fit specific client needs, regulatory environments, or operational nuances.
• Collaborate with Product, Implementation, and Customer Success teams to ensure content reflects the most current system capabilities and features.
• Serve as a trusted advisor and professional representative of Pavilion Payments during all client interactions.
• Build strong relationships with casino personnel, understanding their operational challenges and providing tailored training solutions.
• Act as a feedback conduit to internal teams, reporting on training outcomes, client pain points, and feature enhancement opportunities.
• Assist with the deployment and rollout of new products or updates at client locations or remotely as needed
• Provide light technical troubleshooting and issue resolution guidance during training engagements.
• Coordinate with Technical Support and Implementation teams to escalate and resolve any major client concerns.

Desired Qualifications

• Bachelor’s degree in Education, Instructional Design, Communications, Business, Computer Science, or a related field is preferred
• 3 - 5 + years of experience in customer education, training, instructional design, or enablement within a SaaS or B2B software environment.
• 2+ years of experience managing or leading a team of trainers or education specialists.
• 50-70% travel required
• 2+ year’s in the Gaming industry
• Proven experience in training, client education, or customer success roles—preferably within the financial services or gaming industries.
• Demonstrated leadership skills with experience managing teams or training departments.
• Strong communication and presentation skills, with the ability to simplify complex technical concepts for non-technical audiences.
• Excellent organizational and time management skills, with a proactive and detail-oriented approach.
• Ability to work independently in a fast-paced, client-facing environment while managing multiple training engagements simultaneously.
• Proficiency with standard productivity tools (e.g., Microsoft Office Suite, Hubspot)

Perks & Benefits!

• A great company that is focused on team building, and career pathing for its team!
• Join a team that is fun, friendly, and customer-focused!
• Excellent employee benefits package - Health, Dental, Vision, 401k match, and more!

Pavilion Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department