Training Program Manager, Customer Education & Enablement

LeanDNA’s customer base is growing! This presents a unique opportunity to focus on decreasing account churn risks and helping to identify adoption & value growth opportunities. Our Customer Success Managers (CSMs) spend too much of their days with demos, research & inbound one-off questions, and sending/re-sending resources to customers. Traditional training methods, such as one-to-one sessions and email, are a surefire way to burn out our CS team - enter digital customer education (or LMS). This approach uses self-service learning, embedded courses, and digital academies to reduce a customer’s reliance on CSMs and eliminate their role as the gatekeepers of product knowledge. With a digital-led program, our customers will have the freedom to learn in their own time and space.
Job Summary
We are seeking a highly motivated and experienced SaaS software trainer/training expert to own the evolving training and customer enablement program at LeanDNA. As we scale LeanDNA, we need to increase the capacity of all post-sales teams to ensure our customers receive exceptional support and service throughout their journey as LeanDNA customers. One of the major opportunities for improved efficiencies is the development of a digital customer education & training program. This program will ensure consistent adoption and engagement of our customers with the LeanDNA product.
Duties/Responsibilities

• Designs and builds new training materials and processes to support the scalability of the Customer Success organization
• Tracks numbers for adoption and usage, in hand with Product and CSM
• Own the knowledge base
• Ensures that training materials and programs are current, accurate, and effective
• Develops and maintains a LeanDNA Certification program, in coordination with Customer Success, Product, and Marketing teams
• Develops and shares best practices across customers
• If needed, leads the research and selection process for an LMS or Training Content management system
• Own training video library
• Work with Marketing and Product to harmonize content and messaging
• Reviews existing training programs & materials
• Organize language translation of content by coordinating with internal language speakers
• Participates in customer education webinars, in conjunction with the Product and Marketing teams
• Performs other related duties as assigned
• Proposes product enhancements to streamline onboarding and customer adoption and discusses optimal workflows with Product
• Suggests enhancements and modifications to improve customer engagement, learning outcomes (independently adopting LeanDNA), and overall customer retention
• Maintains knowledge of new methods and techniques for training, and participates in Continuous Improvement cycle to ensure best practices and techniques are incorporated into the training methodology and content
• Conducts customer training sessions as an additional resource for the CSM team, as needed

Required Skills/Abilities

• Excellent verbal and written communication skills
• Ability to speak to large groups (virtually and in person)
• Extremely organized and detail-oriented
• Proficient with Microsoft Office, google suite, salesforce CRM, flow chart creation (visio or similar)
• Knowledge of video software and building video content is strongly desired
• Thorough understanding of training processes & common training systems (e.g., LMS tools)

Education And Experience

• Bachelor's degree in Communications or relevant area required.
• Certification or knowledge in teaching or coaching
• Prior experience developing a SaaS software training curriculum, creating training content/materials, and experience leading training sessions for a wide variety of audiences