Director, Customer Success Training & Enablement

| Greater Denver Area
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The Customer Success Training & Enablement Director owns the responsibility of working with CS leadership on creating, delivering, and maintaining the Customer Success team’s training and enablement program. They will onboard all new Customer Success Team members and will co-ordinate the training of cross-functional groups.

In addition to new hire training, this role works with CS operations on procuring all necessary access, data, reports, content, templates, etc. required to do their job effectively, and will manage a small CS operations team.

It is the responsibility of the Director of CS Training & Enablement to stay up to date on Customer Success best practices and thought leadership in order to provide training based on that knowledge.

This role will work as part of the broader customer success team and is expected to continually understand our customers better through consistent interaction with the team. They will also work closely with cross functional organizations to align on strategies, collaborate, and to communicate customer learnings through a feedback loop.

Key Responsibilities: 

  • Deliver onboarding training for Convercent’s Customer Success team, including developing onboarding strategies, delivering onboarding training sessions, and improving the onboarding training offering on an ongoing basis
  • Work cross-functionally with other organizations to develop appropriate training materials
  • Coach Customer Success team members on effective adoption strategies, building customer relationships, and driving Positive Business Outcomes. (PBO’s)
  • Work with Subject Matter Experts across the company to arrange and/or facilitate training on new product features, new processes, and new policies
  • Facilitate delivery of new hire training materials and curriculum that incorporates classroom sessions (remote and in-person), coaching, and mentoring
  • Work with People Operations and Customer Success leadership on the design and goals of Customer Success training & enablement
  • Oversee, coordinate, and direct workshops, training sessions, seminars, and lectures for trainees
  • Maintain a thorough understanding of Convercent policies, processes, and procedures relative to current business operations
  • Maintain knowledge of new methods and techniques for training, and training requirements applicable to the organization and/or industry
  • Mentor and develop new Customer Success team members
  • Monitor and evaluate the onboarding training program’s effectiveness, success, and ROI -and report on them regularly
  • Maintain technical knowledge by collaborating with the Product and Development team
  • Lead the creation of lesson plans to on-board staff to learn about new and existing product capabilities, tools, and processes
  • Directly manage a small operations team that supports CS operational motions

Required Skills and Experience: 

  • Deep understanding of customer facing roles – specific to Customer Success
  • Experience in designing and executing successful training programs
  • Impressive communication, presentation, leadership, and interpersonal skills
  • Familiarity with traditional and modern training methods (mentoring, coaching, on-the-job or in-classroom training, e- learning, workshops, simulations, etc)
  • Demonstrated presentation, coaching, time management, and problem-solving skills
  • Ability to plan, multi-task, and manage time effectively
  • Strategic and innovative mindset with a desire to work collaboratively
  • Ability to create/update content and plans quickly in a rapidly changing environment
  • Ability to create engaging training materials
  • 2+ years of experience working in a Customer Success related role

Compensation and Benefits:

The salary and variable compensation ranges provided here are just that—a range! The offer that is ultimately extended is based on level of experience, skillset, certifications and education. 

  • Compensation: $100,000 - $130,000 base salary + variable compensation
  • This position includes unlimited time off, comprehensive benefits package (including medical, dental, vision), monthly tech stipend, and company-paid sabbatical at five years of service.

About Convercent:

Bringing the transformative power of the cloud to the compliance and ethics industry, Convercent's award-winning SaaS solution empowers our customers to be more effective and efficient in managing their compliance efforts. With an inclination towards innovation, Convercent is helping our customers raise the standard—and expectations—for how companies safeguard their financial and reputational health.  

U.S. Equal Opportunity Employment Information (Completion is voluntary)

Why are we asking you for this information? We are committed to be a more diverse, inclusive, and equitable workplace. If you choose to fill out these demographic questions, your response will help us identify how we can improve our hiring process to support a more diverse workplace.

Completion of these questions is entirely voluntary. Your responses, or choice not to respond, will not be associated with your application for this role, will not be used in making any hiring decisions, and will be recorded and maintained in a confidential file.

Hiring from a wide variety of backgrounds is important to us, because our customers and their employees come from a wide variety of backgrounds. Individuals seeking employment at Convercent are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.

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Location

RiNo/Cole @Industry Rino Station

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