Customer Training & Education Manager

The Opportunity

We are seeking a highly motivated and experienced Customer Training Manager to join the Seamless.AI team as the Customer Training Manager. You will play a crucial role in ensuring our customers have the knowledge and skills to effectively utilize Seamless.AI products and services. You will be responsible for designing and delivering customer training programs through various channels, including daily webinars, on-demand recordings, and creating new training curriculum. Additionally, you will actively seek and incorporate customer feedback to continuously improve our training programs and educational materials.

This position reports directly to the VP of Customer Success and will play a critical role in shaping our first ever official customer training program.

Responsibilities:

• Conduct daily customer webinar training sessions to educate customers on Seamless.AI product features, best practices, and industry trends.
• Create high-quality, engaging on-demand training materials for certification, such as video tutorials, user guides, and interactive modules to cater to diverse customer learning needs.
• Develop and implement a comprehensive training curriculum that maximizes customer adoption, product usage, and retention rates.
• Collaborate closely with cross-functional teams, including Product Management, Onboarding, Marketing, and Customer Success, to ensure training programs align with product updates, launches, and customer needs.
• Collect and analyze customer feedback regarding training effectiveness and incorporate insights to enhance one-to-many training programs and education.
• Stay up to date with industry trends, best practices, and training methodologies to continuously improve the training materials and delivery methods.
• Identify training gaps and work with relevant stakeholders to develop new training content and resources.
• Familiarity with multimedia tools and software used to develop e-learning resources.
• Analytical mindset, with the ability to assess training program effectiveness and make data-driven improvements.
• Maintain accurate records of training activities, customer participation, and performance metrics. Develop plans to improve CSAT / NPS / Scores of training programs over-time. 
• Customize training content to meet the specific needs of different customer segments or industries.
• Collaborate with cross functional teams to continuously improve training offerings based on customer feedback and changing market trends.

Qualifications:

• 2-5 years of virtual customer facing training experience
• Experience with a Learning Management System (LMS) or similar training platforms.
• Bachelor’s degree in Education, Instructional Design, Communications, or a related field preferred. 
• Proven experience in designing and delivering customer training programs, preferably in a SaaS, software, or technology company.
• Strong presentation and communication skills, with the ability to convey complex concepts in a clear and concise manner.
• Experience with creating live and on-demand training materials, such as live webinars, video tutorials, user guides, and interactive modules.
• Familiarity with instructional design principles and adult learning theories.
• Ability to adapt quickly to new technologies and tools used for training purposes.
• Excellent organizational and project management skills, with the ability to manage multiple projects simultaneously.
• Strong analytical skills to collect and interpret customer feedback and training metrics.
• Collaborative mindset and ability to work effectively with cross-functional teams.
• Demonstrated passion for delivering exceptional customer experiences and driving customer success.

Preferred Requirements:

• Familiarity with customer success strategies and methodologies.
• Certification in instructional design or adult learning.
• Seamless.AI product knowledge and experience

Check out what our employees think about working at Seamless: CLICK HERE