Training Manager

About The Role

The Customer Success and Support Training Manager is responsible for developing and delivering training to new and existing members of the Evernote Worldwide Support teams. The manager will provide on-site and remote training for all offices including Redwood City, CA; Austin, TX; Zurich; and Tokyo. The position will work closely with customer success and support, to clarify business processes, create appropriate lesson plans, and ensure new and existing staff have the knowledge they need to excel at their work.

This full-time position will report to the VP, Customer Success

Responsibilities

  • Work with Customer Success and Support Managers to identify training needs
  • Prepare and conduct technical training programs for support and success teams – creating lesson plans and delivering content in-person
  • Work with leadership to identify and establish improved success and support processes and create associated documentation and training
  • Conduct formal and informal training needs analysis, establish plan for meeting current needs and anticipated needs 3 to 6 months out
  • Ensure that training is delivered using the most appropriate methods and practices: individual, group-based, workshop, webinar, video, online
  • Design and deliver ongoing training related to product or service changes
  • Collect data and metrics on training and present results to the management team
  • Manage the training program in accordance with business needs, regulatory requirements,
  • Work closely with Quality Manager to make sure Training programs improve agent quality and customer NPS scores

Requirements & Skills

  • 5+ years of employee training experience in customer success or support org
  • Call center experience a must
  • Bachelor's Degree required
  • Strong experience coaching and developing people skills
  • Proven ability to apply adult learning theories to onboard and improve staff
  • Ability to plan and build a scalable worldwide training program
  • Proven ability to prioritize, manage, and execute a variety of projects and using good judgment for when to escalate
  • Proven track record in achieving strong results as well as continually displaying initiative to take on additional responsibilities towards professional growth
  • Experience leading, directing, and motivating others
  • Ability to learn and adapt to new software and technologies
  • Ability to create a data collection and reporting plan
  • Demonstrate ability to work as a team player
  • Ability to work flexible hours and/or overtime as business needs dictates

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