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Customer Success Training Specialist
ScholasticSummary
The Customer Success Training Specialist designs and implements training programs to enhance employee performance within the Customer Success department at Scholastic. This role involves collaborating with cross-functional teams to deliver effective training that supports strategic initiatives and improves team skills.
Job Description
Fast Facts
The Customer Success Training Specialist will design and implement training programs to enhance employee performance and skills within the Customer Success department, collaborating with cross-functional teams and ensuring effective training delivery.
Responsibilities: Key responsibilities include conducting training needs assessments, designing and delivering curriculum, facilitating onboarding, managing training programs, and building partnerships with business leaders to support strategic initiatives.
Skills: Required skills include proficiency in instructional design, experience with eLearning tools, strong communication and interpersonal skills, and the ability to organize and prioritize tasks in a hybrid work environment.
Qualifications: Preferred qualifications include a Bachelor’s degree in relevant fields and a minimum of two years' experience in corporate learning or training development, particularly in operational or sales programs.
Location: Remote work from Florida, with some travel required (approximately 10%).
Compensation: $67000 - $75000 / Annually
Job Description:
Accountable for improving the skills and performance of employees through the design and implementation of Customer Success training programs. Under guidance of Sr. Mgr. Sales and Success Training, conducts training needs assessments, designs, and delivers curriculum, evaluates training impact, and implements all phases of training deployment. Fosters and enhances relationships with cross-functional stakeholders by building partnerships to better understand their needs.
1. Training Delivery and Creation
a. Assists with the development and implementation of learning initiatives and observing expected performance outcomes by designing blended learning and support components that include exploration, application, and evaluation.
b. Conducts training needs assessments, designs and delivers curriculum and learning materials, evaluates training impact, and implements all phases of training interventions and deployment.
c. Prepares new employees by facilitating and reinforcing the Customer Success onboarding plan.
d. Develops, coordinates, and facilitates timely and relevant training sessions in collaboration with business partner experts.
e. Delivers interactive and engaging training to our Customer Success team through targeted project assignments.
f. Partners with Customer Success Leadership and other business leaders to support strategy and initiatives.
2. Workload Management and Technology
a. Manages workload efficiently and utilize project management best practices and tools to produce content within business deadlines
b. Approaches challenges with creativity and a solution-focused mindset. Inquire to gather information and insights, solve problems, and identify suitable resources and techniques to address objections.
c. Learns new systems and processes and guide business teams in technical activities using internal and customer-facing technology.
3. Partnership and Collaboration
a. Communicates effectively through active listening and responsiveness. Ensures that all communications, both verbal and written, are professional, clear, concise, and persuasive.
b. Fosters and enhances relationships with cross-functional stakeholders by building partnerships to better understand their needs.
c. Demonstrates collaborative teamwork, flexibility, critical thinking, and creative problem solving while creating training that supports key initiatives.
Knowledge, Skills, and Abilities:
1. Proficiency with Instructional design methodologies and application in learning design; high level of proficiency and expertise with MS Office software, Microsoft Teams, Warehouse Management Systems, Salesforce/CRM technology, eLearning and creative design and development tools (Camtasia, Articulate Storyline and Rise, Powtoon, SnagIt, etc.) and telecommuting/collaboration software such as Microsoft Teams.
2. Proven ability to partner with business units, identify performance or training opportunities, and build, develop, deploy, evaluate, and measure programs or processes.
3. Familiarization with children’s literature, Book Fairs, and school activities is a plus.
4. Ability to execute a vision, manage multiple priorities, and achieve results through a balanced and organized work plan. Must possess solid organization, prioritization and time management skills especially in hybrid work environment.
5. Must possess excellent verbal and written communication skills including presentation and telephone skills with an aptitude for relationship building.
6. Outstanding interpersonal skills with peers, superiors (cross functional and throughout the organization) and customers.
7. Evening hours and travel as needed. (~10%)
8. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
9. Ensure adherence to all local, state, and federal laws, including but not limited to OSHA, DOT, and EEOC.JO
Qualifications
Experience: Minimum of two (2) years of proven successful experience in corporate learning or training and development department or organization specifically developing operational; distribution; warehouse and/or sales programs.
Education: Bachelor’s degree or equivalent relevant experience in Business Administration, Management, Organizational Development, or related field, including training, enablement and performance expertise, effectiveness and partnership competencies as outlined above.
The pay rate for this position is $67,000 to $75,000 annually.
Time Type:
Full time
Job Type:
Regular
Job Family Group:
Sales
Location Region/State:
Florida
EEO Statement:
Scholastic is an Equal Opportunity Employer. Our policy is clear: there shall be no discrimination on the basis of race, religion, color, sex, pregnancy, national origin, marital status, sexual orientation, gender identity or expression, age, non-disqualifying physical or mental disability, or status as a disabled veteran or Vietnam veteran. Those factors shall not influence the determination of qualifications for a job or other opportunity within the company. Further, all personnel actions (such as compensation, tuition aid, benefits, transfers, promotions, and dismissals, company-sponsored training, social and recreational programs) shall be administered without discrimination.