Author ORCID Identifier

Date of Award

Spring 5-15-2020

Degree Type


Degree Name

Doctor of Philosophy (PhD)


Learning Technologies Division

First Advisor

Dr. Jonathan D. Cohen

Second Advisor

Dr. W. Monty Jones

Third Advisor

Dr, Michael Law

Fourth Advisor

Dr. Min Kyu Kim

Fifth Advisor

Dr. Laurent Margulieux


The competencies for instructional design and technology professionals have been welldefined by researchers and professional associations, and a multitude of competency models for training professionals exist. However, much of the research focuses on professionals who conduct employee training (Kang & Ritzhaupt, 2015; Kelly, 2016; Moallem, 1995; Ritzhaupt, Martin, & Daniels, 2010; Sugar et al., 2012), and very little research exists on the requirements for customer education professionals, who often conduct or coordinate external or client-facing training. The purpose of this two-phase qualitative study was to generate a systematic understanding of job requirements for customer education professionals and to provide a foundation for the development of core competencies related to customer education. A multiphase research approach was used to develop the competencies which involved a content analysis of Software-as-a-Service (SaaS) customer education job announcements and a Delphi method for expert feedback. As a result, potential core competencies across three position levels were identified. This should be viewed as the first step in a larger effort to standardize the customer education profession and provides future research opportunities.


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