Digital Customer Education Content Specialist

About the Role

Create and maintain digital adoption and learning content to help customers and employees use IDEXX Veterinary Software with confidence. Focus on in-app guidance and contribute to eLearning courses, videos, and other learning materials. Work with product, support, and implementation teams to identify learning needs and deliver measurable results.

Key Responsibilities

• Design, build, test, and maintain in-app guidance, including WalkMe Smart Walk-Thrus, Smart Tips, launchers, and onboarding experiences.
• Develop eLearning courses, videos, job aids, and other digital content for customers and employees.
• Assess learning needs with product, support, marketing, and implementation teams to identify areas where guidance or training can improve product adoption.
• Design learning solutions with clear, measurable learning objectives, applying adult learning principles, UX principles, and IDEXX brand standards.
• Test content before release and with product updates to confirm accuracy and minimize disruption to customer workflows.
• Analyze user behavior, content performance, and feedback to improve content.
• Share recommendations and project updates with stakeholders, and maintain knowledge bases and content standards for consistency.
• Stay current on IDEXX products, digital adoption and eLearning practices, and emerging tools, including the responsible use of AI.
• Occasionally lead live training (virtual or in person) and travel to conferences and team summits.

Requirements & Tech Stack

• Bachelor's degree, or an equivalent combination of education and experience.
• Working knowledge of ezyVet (as a user, administrator, trainer, or implementer), or hands-on experience with practice management software in a veterinary setting.
• Experience conducting learning, training, or performance support needs assessments.
• Knowledge of adult learning principles and experience applying them in learning design.
• Experience creating customer-facing learning content, training materials, documentation, or digital guidance.
• Clear, concise, and engaging writing, plus presentation and facilitation skills.
• Careful attention to detail in content review, testing, QA, and troubleshooting.
• Planning skills to manage multiple priorities and deadlines.
• Ability to learn new products and tools quickly and explain complex technical information to varied audiences.
• Ability to work independently and as part of a team, with initiative and accountability.
• Analytical and problem-solving skills, including validating assumptions through testing, research, and stakeholder input.
• Proficiency with Microsoft Word, Excel, and PowerPoint.

Preferred Qualifications

• Experience building and optimizing digital adoption solutions with platforms such as WalkMe, Whatfix, or Pendo.
• Experience with authoring tools (such as Articulate, Camtasia, Captivate, or Guidde), LMS/LCMS platforms, and video production and editing.
• Experience delivering live, virtual, or webinar-based training.
• Familiarity with HTML, CSS, or jQuery.
• Curriculum and training design experience, plus knowledge of UX and design principles, graphic design, or multimedia production.
• Knowledge of AI tools and how to apply them responsibly in content development.
• Software implementation or support experience, and knowledge of IDEXX products and veterinary workflows.

Compensation & Benefits

• Annual Salary: $78,000 (flexible based on experience)
• Opportunity for annual cash bonus
• Health / Dental / Vision Benefits Day-One
• 5% matching 401k
• Additional benefits including financial support, pet insurance, mental health resources, volunteer paid days off, employee stock program, foundation donation matching, and more.