Designs, delivers, and maintains technical training for Customer Success teams, including product knowledge, troubleshooting, issue identification, and customer engagement. Manages LMS content, certifications, playbooks, and curriculum updates. Partners cross-functionally with leadership and subject matter experts, measures training effectiveness through KPIs, and improves enablement programs. Requires technical support experience, virtualization and containerization knowledge, advanced networking, storage technology expertise, and hands-on lab and hardware management experience. Travel up to 30% is required.
Description
We are seeking a highly motivated, technical, and experienced Technical Support Training Manager to join our Enablement team. This role will focus on building, delivering, and maintaining world-class training content for our Customer Success team. You will work closely with Customer Success leadership, Enablement, Product Management, R&D and other cross-functional teams to ensure our Customer Success Managers (CSMs), Customer Success Engineers (CSEs), and Professional Services Engineers (PSEs) have the skills, knowledge, and tools needed to drive customer adoption, retention, and satisfaction.
Location: Raleigh-Durham, NC
Key Responsibilities:
Training Design & Delivery
- Develop, implement, and scale training content for the Customer Success team, covering onboarding product knowledge, NPI, issue identification, troubleshooting, and customer engagement best practices.
- Facilitate live training sessions, webinars, and workshops that drive engagement and learning retention.
- Partner with Subject Matter Experts (SMEs) to create content that is accurate, relevant, and practical.
Curriculum & Content Management
- Maintain a library of up-to-date learning materials, playbooks, and certifications aligned with business goals.
- Utilize the Learning Management System (LMS) to track progress and completion.
- Continuously update content to reflect new product releases, process changes, and industry best practices.
Stakeholder Collaboration
- Collaborate with the Customer Success leadership to identify skill gaps and prioritize enablement initiatives.
- Coordinate with other teams and experts throughout the organization to ensure aligned content that solves for the needs of the business.
- Gather feedback from all stakeholders to measure training effectiveness and iterate as needed.
Performance Measurement & Optimization
- Establish metrics and KPIs to evaluate the success of training initiatives (e.g., new hire ramp time, ticket resolution).
- Analyze performance data and recommend improvements to drive measurable business outcomes.
Training Qualifications
- Proven track record in designing and delivering effective training for technical teams.
- Strong facilitation and presentation skills, both virtual and in-person.
- Excellent written communication and instructional design capabilities.
- Familiarity with LMS platforms, adult learning principles, and training evaluation methods.
- Demonstrated the ability to work cross-functionally, manage multiple priorities, and drive initiatives independently.
- Willingness to travel up to 30%
Technical Support Qualifications
- Background in Customer Success, Professional Services, or Support,
- Experience with highly technical support procedures in similar industries to VAST Data
- Preference for previous tenure as Escalation Engineer
- Solid understanding of virtualization and containerization technologies, including VMware and Docker.
- Advanced Networking, switch configuration and troubleshooting.
- Knowledge of data storage technologies, such as SAN, NAS, DAS, and cloud storage.
- Must have hands-on lab and hardware management experience
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