The training professional with extensive experience creating learning strategies with strong management skills and wants to be a contributor in a dynamically challenging environment will find an exciting opportunity with Webroot.  This is a high profile position where you will lead the training and development to support Webroot’s global Customer Success team and initiatives. Join us today as you develop your career with a globally-renowned brand where our growth is driven by our successful team members!

We are seeking a Worldwide Partner Education & Training Manager who will be responsible for managing, maintaining, and overseeing the creation of customer and partner training materials within the Customer Success organization. The successful candidate will play an integral role in ensuring our customers and partners are knowledgeable, efficient and proficient in Webroot business products, portals, and procedures.

In this role, you will work closely with Customer Success leaders, as well as cross-functional teams including Sales, SEs, Operations, Product, IS, Engineering, etc. You will lead a team of resources responsible for establishing and delivering customer & partner training curricula and support materials.  

The position will report to the Vice President of Customer Success.

What You'll Do

Partner Training Program Management

• Proactively drive partner training program execution and manage associated scope, timeline and resources with minimal supervision
• Conduct needs analyses with stakeholders and SMEs to define training goals and desired outcomes, setting a baseline for success including assessment of resource requirements.
• Identify gaps and assess ongoing training requirements based on customer feedback, industry best practices, quality metrics, usage, and business needs.
• Create success criteria and complete analysis for training put in production.
• Clearly communicate goals, roles, responsibilities, and desired program outcomes.
• Gather learning evaluation data at the reaction, learning, and behavioral levels to inform current and future program improvements.
• Maintain LMS course libraries and support course owners in updating course content.
• Support questions regarding the LMS platform and other educational tools from internal and external users.
• Utilize industry standards and best practices in project management to manage team functions and projects.
• Develop and manage detailed, complex, cross-team enablement project or program plans that take into account all requirements, constraints, resources, and deliverables associated with defined objectives.
• Aggregate and create cohesive and concise program and project information to communicate with extended team and management.
• Deliver clear status communication to project teams, stakeholders, and leadership teams.
• Coordinate and run operational, project, and executive check-in meetings.
• Continually evaluate existing processes and procedures and drive process improvements where needed.
• Establish credibility with peers and be a driving force for change when needed.
• Engage with regional teams about international deployment of capabilities and content. 

Training Development

• Develop the strategy for effective partner training working with the larger Customer Success strategy.
• Responsible for implementation and management of Webroot’s external LMS platform and training offerings for our Partners.
• Lead overall management of ongoing training development through ADDIE-focused processes.
• Lead effort to edit current training to ensure it is up to date and integrate content around new products, services, systems, and processes.
• Design ways to test skills and knowledge retention.
• Oversee the creation a variety of training content for multiple types of users and learning styles.
• Ensure content is developed in a structured learning path for new and existing customers and partners to provide ongoing engagement and growth.
• Work independently and with subject matter experts to maintain knowledge of current processes and procedures.
• Ensure the condensation of technical content into easy to communicate/understandable information.

People Management

• Take a significant role in the development of team members to support their overall engagement, growth and goal achievement.
• Provide regular support and coaching.

What You Need

• Bachelor's degree or equivalent professional background.
• 3-5 years’ experience in similar position.
• Experience designing custom training/learning programs.
• Proficiency in Salesforce or similar CRM system.
• Proficiency in Office 365, including Planner.
• Proficiency in eLearning design tools, including Storyline or iSpring.
• Demonstrated leadership skills; you should be a natural leader who fosters change, motivates your team, and inspires innovation.
• Excellent communication skills and training experience.
• Ability to communicate complex and/or technical information clearly and concisely to all levels within the organization.
• Ability and desire to be flexible, embrace change and learn quickly.
• Demonstrated experience and passion in providing a world-class customer experience.
• Ability to work independently, and with minimal supervision.
• Desire to collaborate with content designers, international stakeholders, customers and partners to cover the worldwide customer success experience.

Demonstrated knowledge of project management principles