Customer Success Training Specialist

Accountable for improving the skills and performance of employees through the design and implementation of Customer Success training programs. Under guidance of Sr. Mgr. Sales and Success Training, conducts training needs assessments, designs, and delivers curriculum, evaluates training impact, and implements all phases of training deployment. Fosters and enhances relationships with cross-functional stakeholders by building partnerships to better understand their needs.   

1. Training Delivery and Creation

a. Assists with the development and implementation of learning initiatives and observing expected performance outcomes by designing blended learning and support components that include exploration, application, and evaluation.

b. Conducts training needs assessments, designs and delivers curriculum and learning materials, evaluates training impact, and implements all phases of training interventions and deployment.

c. Prepares new employees by facilitating and reinforcing the Customer Success onboarding plan.

d. Develops, coordinates, and facilitates timely and relevant training sessions in collaboration with business partner experts.

e. Delivers interactive and engaging training to our Customer Success team through targeted project assignments.

f. Partners with Customer Success Leadership and other business leaders to support strategy and initiatives.

2. Workload Management and Technology

a. Manages workload efficiently and utilize project management best practices and tools to produce content within business deadlines

b. Approaches challenges with creativity and a solution-focused mindset. Inquire to gather information and insights, solve problems, and identify suitable resources and techniques to address objections.

c. Learns new systems and processes and guide business teams in technical activities using internal and customer-facing technology.

3. Partnership and Collaboration

a. Communicates effectively through active listening and responsiveness. Ensures that all communications, both verbal and written, are professional, clear, concise, and persuasive.

b. Fosters and enhances relationships with cross-functional stakeholders by building partnerships to better understand their needs.

c. Demonstrates collaborative teamwork, flexibility, critical thinking, and creative problem solving while creating training that supports key initiatives.

Knowledge, Skills, and Abilities:

1. Proficiency with Instructional design methodologies and application in learning design; high level of proficiency and expertise with MS Office software, Microsoft Teams, Warehouse Management Systems, Salesforce/CRM technology, eLearning and creative design and development tools (Camtasia, Articulate Storyline and Rise, Powtoon, SnagIt, etc.) and telecommuting/collaboration software such as Microsoft Teams.

2. Proven ability to partner with business units, identify performance or training opportunities, and build, develop, deploy, evaluate, and measure programs or processes.

3. Familiarization with children’s literature, Book Fairs, and school activities is a plus.

4. Ability to execute a vision, manage multiple priorities, and achieve results through a balanced and organized work plan.  Must possess solid organization, prioritization and time management skills especially in hybrid work environment.

5. Must possess excellent verbal and written communication skills including presentation and telephone skills with an aptitude for relationship building.

6. Outstanding interpersonal skills with peers, superiors (cross functional and throughout the organization) and customers.

7. Evening hours and travel as needed. (~10%)

8. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

9. Ensure adherence to all local, state, and federal laws, including but not limited to OSHA, DOT, and EEOC.JO

Experience: Minimum of two (2) years of proven successful experience in corporate learning or training and development department or organization specifically developing operational; distribution; warehouse and/or sales programs.

Education: Bachelor’s degree or equivalent relevant experience in Business Administration, Management, Organizational Development, or related field, including training, enablement and performance expertise, effectiveness and partnership competencies as outlined above.

The pay rate for this position is $67,000 to $75,000 annually.

Scholastic is an Equal Opportunity Employer. Our policy is clear: there shall be no discrimination on the basis of race, religion, color, sex, pregnancy, national origin, marital status, sexual orientation, gender identity or expression, age, non-disqualifying physical or mental disability, or status as a disabled veteran or Vietnam veteran. Those factors shall not influence the determination of qualifications for a job or other opportunity within the company. Further, all personnel actions (such as compensation, tuition aid, benefits, transfers, promotions, and dismissals, company-sponsored training, social and recreational programs) shall be administered without discrimination.

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