The Senior Manager, Post Sales Education oversees training for new hires, develops customer training programs, collaborates on journey mapping, and mentors employees, ensuring exceptional support and documentation.
Who Are We:
We are COMPLY.
For compliance people.
COMPLY is the leading global provider of comprehensive regulatory compliance software and solutions for the financial services sector. Our OneCOMPLY™ platform provides an all-in-one approach to address firm and employee compliance requirements through a configurable and scalable software-as-a-service (SaaS) platform coupled with expert consulting services.
COMPLY serves thousands of financial services clients including Broker Dealers, Investment Banks, Private Funds, RIAs, and Wealth Managers who rely on COMPLY to power their compliance programs.
To learn more about COMPLY, visit COMPLY.com
COMPLY is looking for an ambitious, passionate, and patient Senior Manager, Post Sales Education to join our dynamic and growing Customer Support team. In this role, you will be responsible for training and mentoring new hires within the Post Sales organization in addition to developing a training plan for clients based on journey mapping. You will also lead collaborating with portfolio companies on product and certification training for employees along with overseeing training strategies and ensuring that documents are updated. Our ideal candidate is exceptional at serving as a product/subject matter expert, has a “How Can I Help” mindset, and is passionate about training and leading the team to provide an exceptional customer support experience. If this sounds like you, let’s connect!
The Career Opportunity
This is an opportunity to develop your leadership and training skillset by helping the team set and achieve goals that are line with the company’s vision. If you excel in this role, there is potential for advancement, learning, and overall career development within the organization!
What You Will Do:
- Customer Journey Ownership: Own the digital customer journey, ensuring a seamless and valuable experience.
- Develop and Execute Digital CS Programs: Design and implement scalable one-to-many customer success programs leveraging automation tools (e.g., Gainsight, Pendo, Skilljar).
- Content Creation: Work alongside marketing to craft engaging and effective self-serve resources, including on-demand training materials, emails, FAQs, and webinars, to guide customers through the product and maximize value.
- AI and Automation Implementation: Use AI-driven insights (e.g., health scores, personalized recommendations) to personalize touchpoints and efficiently scale interactions.
- Data Analysis and Segmentation: Analyze customer usage patterns and segment customers to create personalized digital journeys.
- Collaboration with CSMs: Collaborate closely with pooled, scaled, and dedicated CSMs to ensure a consistent and high-quality customer experience. This role will focus on building scalable digital programs, while CSMs will handle more personalized interactions and address specific customer needs.
- Performance Monitoring & KPI Establishment: Establish, benchmark, and monitor key performance indicators (KPIs) to measure the effectiveness of digital CS programs and identify areas for improvement.
- Cross Functional Collaboration: Work closely with Marketing, Revenue Operations, and other teams (e.g., Sales, Product, Consulting) to ensure a cohesive and high-impact customer experience.
Qualifications:
- 3+ Years prior customer support or customer success experience
- Bachelor’s Degree concentrated in Finance, Economics, or Business.
- Proficiency with customer success and education tools (e.g., Gainsight, Pendo, Skilljar, Videate) and CRM systems (e.g., Salesforce).
- Hands-on experience designing automated customer journeys (playbooks, usage triggers, etc.) at scale.
- Proven talent for creating compelling self-serve resources that impact efficiency
- Experience with AI-driven personalization and automation techniques.
- Experience analyzing data, creating segmentation strategies, and building low-touch/high-impact engagements.
- Experience working with both large and small business customers.
- Excellent customer-facing and communication skills, both written and verbal.
- Can independently see projects/initiatives through to completion.
- Flexible to changes in a dynamic environment.
- Exceptional organizational and time management skills.
- Superior troubleshooting, resolution, and analysis skills.
COMPLY is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity, or national origin. Nothing in this job posting should be construed as an offer or guarantee of employment.
The company offers a wide range of perks including:
- Comprehensive medical, dental and vision insurance at little to no cost starting on day one
- 401k with a company match
- Supplemental benefits at a discounted rate including home, auto and pet insurance
- Unlimited PTO
- Professional Development reimbursements
- Remote opportunities available for most positions
- Time to get together in person for company happy hours, team offsites and more
Applicants must be authorized to work for any employer in the United States. Currently, we are unable to sponsor or take over sponsorship of an employment Visa at this time.
COMPLY is aware of scammers posing as COMPLY employees and extending job offers via direct messaging, texts and social media platforms. These are fraudulent and should be treated as such. To learn more about this, please review our Statement of Fraudulent Job Offers.
Top Skills
Gainsight
MS Office
Salesforce
Skill Jar
Videate
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