Director, PS Training and Enablement

Five9 is seeking an experienced and motivated Director of Professional Services Training and Enablement to develop and support a robust services and partner ecosystem.  This is a key position within our Services organization and will report directly to the Director of Education covering relationships with our Partner Enablement, Professional Services, Customer Success, and Custom Solutions teams as well as managing a team of expert Trainers, Instructional Designers and eLearning Developers globally.  Some of the major focus areas of this role are:

Drive a strategy and direction of enablement/training that scales to meet the needs of Professional Services and Implementation on Five9 Products and Services both with internal resources and external partners that allows us to scale our services enablement across many disciplines.

Develop an enablement strategy to attract, develop and maintain relationships with various levels of partners and with internal resources and teams.

Workshopping with Five9 PS leadership and Practice Managers, develop training plans, curriculum, simulations and tests for onboarding, upskilling and certification.

Goal: Scale service capabilities internationally, with a variety of skilled resources and with external partners.

Key Responsibilities:

• Lead a strategy around Services Enablement covering tools, process, project methodologies, technical implementation and skill development.
• Manage a team of 6 skilled resources with a goal to enhance Five9’s service capabilities and capacity.
• Develop, manage and own Five9’s Professional Services Enablement program that can scale our solution delivery and increase value to customers by readying Professional Services resources for customer engagement using a variety of formats including: Instructor Led Training classes, eLearning, Job aides, Certification tests, coaching content, gamification and simulations.
• Reenforce our Principals of Enablement: Efficient, Scalable, Measurable and Pleasurable. Ensure we’re tackling content development with this mission.
• Manage growing portfolio of training content, catalogs and classes that serve Five9 employees and partners for enablement and development/tracking progression on these paths.
• Lead by example: Applicants for this role will be responsible for deliverables such as course authoring/co-authoring, define curriculum, develop learning plans, administering LMS, etc. This is a small but mighty team and everyone contributes and helps one another.
• Develop, deliver and execute a viable training program(s) which will represent Five9’s interest in promoting partner enablement, as well as ensure Five9 is represented as the first and best option for contact center solutions.
• Align closely with Partner Enablement and Professional Services Marketing to elevate our visibility internally and externally.
• Keep PS Management informed of current status and planned changes with QBR’s and weekly reporting and Dashboards from Salesforce, Docebo LMS and Domo.
• Develop Partner Training and Enablement program and certifications for different practice areas and competencies.
• Responsible for LMS organization, Learning Path creation/administration and governance/protection for the department.
• Create operational governance to describe progress and KPIs for Services.

Key Skills:

• 7-10 years of experience in Services and learning development within a cloud-based environment.
• A demonstrated ability to establish, maintain and grow business relationships successfully with an emphasis on Professional Services, Implementation and partner processes.
• Managing an International team across multiple regions.
• Strong operational and analytical skills.  Ability to describe trends and provide insight from KPI’s.
• Strong strategic thinking with a penchant for action and results; Excellent project management and creative problem solving skills.
• Exceptional communications skills, with a proven capability for public speaking, professional writing and active listening.
• Ability to manage multiple priorities and lead cross-functional teams towards an effective goal.
• Experience leading a team in the design and implementation a variety of training solutions using industry instructional design methodologies. 
• Bachelor’s degree or equivalent military experience.

Desired Skills:

• Experience with and knowledge of Contact Center solutions.
• Experience managing effective training programs for an enterprise SaaS software solution.
• Experience implementing training solutions using a variety of tools such as: Captivate, Camtasia, and EasyGenerator.
• Salesforce experience strongly desired.
• Experience working with an enterprise-grade LMS.

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