Rachio is looking for a proactive, hands-on Training Manager with a strong aptitude for learning and training around tech products. You will be responsible for implementing and administering high quality training programs for technical and non-technical learners with an emphasis on providing consumable, relevant training at the time a learner requires it -- not too much, too little, too early, or too late.
Rachio’s mission is to make sustainable water use effortless and rewarding for people. A key measure of success in this mission is to develop an engaged customer base that loves to use and refer our products to others. Our product training plays a vital role in ensuring team readiness by making sure anyone supporting or selling Rachio has a thorough knowledge of product specifications, technical troubleshooting steps, organization history, and company procedures to provide the best customer service and experience possible.
Job Duties
The Rachio Customer Success team is on a mission to delight the hundreds of thousands of consumers who rely on our sprinkler controllers to help them save water and money. We’re an operational team that focuses on delivering excellent customer care and being there for consumers when they need us most. We represent the voice of the consumer and work closely with cross-functional teams within Rachio to make our products better. We're looking for people with excellent analytical and communication skills who are passionate about the consumer and helping them get the most out of Rachio.
As a Training Manager, you will be responsible for analyzing, designing, and developing high quality training content for technical and non-technical learning programs. This role includes instructional design, curriculum development, and training delivery. You will play a significant role in the training and development of a successful and effective customer success team. Additionally, we expect you to be an excellent communicator, able to explain complex subjects in a clear and interesting way.
Responsibilities
Collaborate effectively with cross functional teams, subject matter experts (SMEs), and others on the Rachio Customer Success team to develop technical training content as well as non-technical curriculum.
Conduct stakeholder and SME interviews to determine, recommend, and document training needs and projects.
Design and develop course content by applying adult learning principles to measurable learning objectives, situational scenarios, simulations, audio scripts, progress checks, performance evaluations, knowledge assessments, and more.
Evaluate results to continuously improve learning effectiveness; conduct gap analyses and recommend additional trainings or content.
Adapt instructional materials from one format to another (usually from face-to-face to eLearning and virtual materials).
Maintain and revise course content for accuracy; test and maintain content in an LMS.
Provide train-the-trainer sessions (classroom or virtual/remote) to support implementation of training programs.
Formalize training schedule, frequency, method of delivery, success measurements, and content.
Collaborate with the HR, sales, product, and marketing teams to effectively execute training for product launches, upskilling, and reskilling sessions.
Perform frequent gap analysis and needs assessments through surveys, knowledge checks, and focus groups to implement timely programs and courses based on feedback.
Coordinate with the QA Manager on the development, delivery, and ongoing maintenance of all training materials.
Work with the Sales and Partner Teams to provide training proposals for customers and partners.
Work closely with Certified Rachio Pros (CRPs) to determine training requirements as well as build detailed training proposals and plans to accelerate adoption of Rachio products and services.
Travel to call centers and partner facilities will be required; expect heavy travel (3-4 days/week) during the winter, spring, and summer months.
Requirements and Skills
A minimum of 3 years training experience; call center environment desired.
Advanced understanding of technology and IoT.
Experience in training delivery and the application of adult learning techniques, preferably with a focus on skills development.
Experience in designing, developing, and implementing a wide range of training solutions and knowledge assessments.
Ability to create and iterate training courses with a proven track record of successful outcomes.
Strong project management skills with history of meeting tight deadlines.
Dynamic facilitation skills, with a passion for teaching and experience training individuals or groups.
Excellent communication skills and the ability to develop and edit content; this includes skills in collaborating with subject matter experts and managers to help write and develop technical content.
Excellent project/program management and organization skills.
Experience working with and integrating the use of knowledge bases and online reference for learning and performance support.
Benefits and Perks
Great location in the heart of Denver’s LoDo area
Paid Holidays & Flexible Time-Off Policy
Your very own complimentary Rachio Sprinkler Controller
A casual work environment
Benefits: Employee Paid Medical, Vision, and Dental Insurance, 50% spouse paid
