About the role

In this role, you will own the customer enablement program for Chronosphere including the responsibility for Chronosphere University.  You will be responsible for defining, administering and delivering a multimodal customer training program that combines online eLearning, instructor-led training, lab exercises, certifications and more. A key goal of the University will be to support the scale of customers while offloading the burden on the GTM personnel providing direct training. In this role, you will need to be an excellent communicator and have the ability to work well with internal stakeholders, peers and students.

In this role you will:

• Define, plan and implement the plan for the development of the Chronosphere customer education program.
• Gather inputs from key stakeholders for roadmap and content development prioritization.
• Maintain content development roadmap and provide periodic reports to internal cross-functional teams.
• Shape optimal approach to develop content, leveraging SMEs across different functional teams (SE, SA, support, product, product marketing, engineering etc).
• Build processes for content development and delivery incl building templates and guidelines.
• Build the instructional design program understanding the customer requirements from the customer success and sales engineering teams.
• Collect new data sources and examine results to shape content development priorities.
• Study success metrics and completion criteria for program and learner trends, and continuously refine the on demand Univ portal and the broader customer education program.
• Partner with internal enablement lead & team to collaborate on effective use of content.
• Be responsible for the training delivery taking help from SE, SA or TAM organizations.
• Be responsible for customer certification programs. 
• Own customer success KPIs along with the rest of the CS leadership team.
• Own the annual OKRs for the customer education team & the quarterly priorities for the team to meet the annual OKRs.
• Recruit, build and nurture a high performing team of curriculum developers, instructional designers and instructors.

You have:

• 5+ years of experience in building a new program and building teams in a fast paced and complex environment.
• 10+ years of technical learning and education program management experience.
• 5+ years of experience in building, nurturing and growing high performing teams.
• Bachelor degree in technology or equivalent industry experience.
• Excellent verbal and written communication skills including the ability to drive executive discussions.
• Ability to develop and maintain working relationships with all levels of internal stakeholders.
• Ability to thrive in an intense, fast-paced and diverse technology company.
• Proficiency with data analysis. 
• Prior work experience with LMS, CMS and other systems needed to run customer education and certification programs.

Nice to have

• Business intelligence and visual reporting skills
• Understanding of the technical landscape of software development and DevOps/SRE concepts (Kubernetes, Containers, Micro services, Docker, APM, Monitoring, Logging, Infrastructure etc)
• Understanding of cloud based technologies, platforms and public cloud ecosystems (AWS, Azure, GCP etc)

Location:

US-Remote #LI-Remote

The team 

Reporting to the Global Head of Customer Success, you will collaborate very closely with the following functions:

• Customer support engineering
• Technical account management
• Professional Services
• Revenue Operations
• Product Management
• Product Documentation