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Customer Success Training & Enablement Manager

Company: WorkHuman
Location: Framingham
Posted on: January 9, 2021

Job Description:

Job Description:The Customer Success Training & Enablement Manager role will be focused on continuing education and training for the Customer Success organization. This function is responsible for ensuring our client facing teams are developing the skills and knowledge to be successful in their current role and have the tools and resources they need to be effective. This is an amazing opportunity to have a significant impact on the time to ramp of our Customer Success new hires, as well as to increase business productivity. The ideal candidate will have relevant experience in building learning programs and content, as well as learning curriculums to facilitate continuous learning and development.This role reports into the Director of Learning & Development.Main duties & responsibilities:

  • Assess and build on current customer success toolkits and processes including CRM, scripting, customer success management, and training assets
  • Manage Customer Success learning content in Workhuman's LMS, and partner closely with the Learning & Development team to ensure customer success curriculums and learning structures are aligned with broader company learning models, goals, and processes
  • Partner with Customer Marketing to create internal training collateral and assets for Customer Success
  • Deliver internal trainings and learning content to Customer Success employees, with a heavy emphasis on Customer Success new hires; assist with delivering other internal customer facing trainings as needed
  • Partner closely with fellow Learning & Development team members to build a globally consistent approach to training and enablement
  • Build a training and certification program for internal Customer Success resources. The program will initially focus on sales enablement but will eventually be extended in scope and to different internal and external audiences such as customers and partners; Certification of this program ensures that content has been absorbed and can be successfully applied
  • Work with Customer Success Directors and Managers to document all aspects of Customer Success responsibilities throughout the customer lifecycle
  • Own onboarding of all Customer Success new hires
  • Use quantitative and qualitative feedback to measure effectiveness and efficiency of the learning programs and apply a continuous improvement process
  • Continuously enhance the current Customer Success onboarding experience, including developing new experiential learning curriculums and content
  • Continuously gather feedback and assess Customer Success learning experience and impact; tracking metrics and content quality
  • Responsible for documentation, communication, enablement of any applicable learning processes and/or assets within sales enablement programsRequired skills and experience:
    • 5+ years of experience leading onboarding and training initiatives across sales and/or customer success functions
    • Experience in Customer Success industry and Client Success type tools preferred
    • Ability to deliver and design training programs with enthusiasm and high engagement
    • Experience building training curriculums and blended learning content, including experiential learning programs and online resources
    • High proficiency using Salesforce.com
    • Strong collaborator and team player
    • Best in class organizational skills, encompassing the ability to multi-task and tailor content to different audiences and for different purposes, a strong ownership-ethic and intense focus on accountability
    • Exceptionally detail oriented and creative
    • Enthusiastic, positive attitude with passion for teaching others and enabling others to do their life's best work through effective tools and company knowledge
    • Ability to coach and mentor others in fostering their professional development
    • Ability to adapt to diverse learning styles and methods
    • Experience building an onboarding program designed to train Customer Success new hires to well trained professionalsThe Company:Workhuman-- is the world's fastest-growing integrated Social Recognition-- and continuous performance management platform. Our human applications are shaping the future of work by helping organizations connect culture to shared purpose. With a consistent stream of gratitude fueling unparalleled, provocative workplace data and human insights, Workhuman-- Cloud is a critical software engine for global companies seeking to motivate and empower their people to do the best work of their lives. Workhuman-- (formerly known as Globoforce) was founded in 1999 and is co-headquartered in Framingham, Mass., and Dublin, Ireland.Did you know:
      • We are #1 Great Place to Work in Ireland for the 2019 medium-sized workplace category and have been named one of the 2018 Top Places to Work in Massachusetts by the Boston Globe
      • Workhuman-- is used by 4.5 million employees across 160 countries.
      • Our core values are; Respect, Determination, Innovation and ImaginationPerks & Benefits for our Happy Healthy Humans:
        • Comprehensive Health Plans
        • Fully paid parental leave (12-week maternity/4-week paternity) effective day 1
        • Peer-to-peer recognition program
        • 401(k)
        • Tuition Reimbursement
        • Commuter bus from downtown Boston
        • On-site fitness center
        • Wellness rewards and reimbursements
        • Fully stocked kitchen (cold brew on tap - snacks and coffee machines as far as the eye can see---)
        • Regular celebrations for employees, families and special guestsAt Workhuman, we love what we do because we're shaping the future of work through our people and our technology. Our human cloud-based applications are helping some of the world's leading global brands connect culture to shared purpose. The Workhuman Cloud empowers employees to thank, talk and celebrate each other, creating an environment that sparks gratitude and human connection while increasing employee engagement and productivity.Workhuman is an Equal Opportunity Employer and is committed to the principle of equal employment opportunity for all employees. We proudly provide a work environment free of discrimination and harassment. Employment decisions at Workhuman are based on solely on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, or any other status protected by the laws or regulations in the locations where we operate. Workhuman believes that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.

Keywords: WorkHuman, Framingham , Customer Success Training & Enablement Manager, Executive , Framingham, Massachusetts

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