Job
Description
We are seeking an experienced Training Manager (L&D) to join our Customer Success Department. The Training Manager will play a crucial role in designing and delivering comprehensive training programs for our Program Success Managers (PSMs). The PSMs are responsible for ensuring successful implementation and onboarding of our customers onto our platform. The ideal candidate will have a strong background in training and developing employees, specifically in customer success or similar roles. They will be responsible for equipping our PSMs with the knowledge and skills necessary to drive customer success and satisfaction. Responsibilities: 1. Training Strategy & Content Development Develop strategic training plans tailored to PSMs within the Customer Success Department. Collaborate with Customer Success Managers, Product Managers, and Subject Matter Experts to identify training needs. Design, develop, and deliver engaging training programs, workshops, and materials such as presentations, guides, and job aids. 2. Training Delivery & Facilitation Conduct in-person and virtual training sessions to educate PSMs on product features, onboarding best practices, and communication strategies. Utilize varied instructional techniques and technologies to deliver workshops. Provide ongoing coaching and performance feedback to PSMs, including one-on-one support. 3. Evaluation & Improvement Monitor and assess training effectiveness through evaluations and feedback. Continuously improve training content and delivery methods based on assessments. Track post-training progress and identify areas for further support or intervention. 4. Collaboration & Management Collaborate with HR to align training initiatives with career development and succession planning for PSMs. Work with external vendors or consultants when specialized training is needed. Maintain detailed training records, including attendance, evaluations, and certifications. Qualifications: 1. Education & Experience Bachelors degree in Business, HR, Education, or a related field (Masters degree is a plus). 5-7years of experience in training and development, ideally within customer success. Experience designing and delivering training programs for employees. 2. Skills & Knowledge Strong understanding of customer success principles, onboarding methodologies, and best practices. Excellent presentation, facilitation, and coaching skills. Proven ability to assess training needs, develop content, and evaluate training effectiveness. Strong project management, communication, and interpersonal skills. Familiarity with LMS and training software. 3. Additional Qualifications The candidate should be willing and able to travel across India as required to support training initiatives for our teams. Passion for continuous learning and staying current with industry trends and customer success methodologies. Experience in the SaaS or technology industry is a plus.
