Customer Training Manager

Summary

Join Virtuous as the Manager of Customer Training and lead a team of Training Specialists in delivering engaging and effective training sessions for our nonprofit clients. You will oversee curriculum development, manage training schedules, and ensure consistent quality across all training materials. This role requires strong leadership, instructional design skills, and experience managing a team. You will collaborate with various departments to ensure training aligns with product development and company goals. The position offers a hybrid work schedule (3 days/week in office) and a comprehensive benefits package, including competitive pay, unlimited PTO, and parental leave. Candidates located in or willing to commute to our Phoenix, AZ or Plano, TX offices are preferred, but remote work throughout the US is also considered.

Requirements

• 2-3 years of experience managing a team with direct reports
• 2-3 years of experience in instructional design, education, training, consulting, or related field
• Experience teaching or conducting technical training in classrooms, webinars, or a customer-facing role
• Experience scoping projects or services, including training-based services
• An understanding of adult learning theory and concepts
• Outstanding organizational, presentation, and communication skills, including verbal, written, and visual
• Ability to collaborate effectively with cross-functional teams, ensuring seamless communication and a unified customer-centric approach
• An ongoing curiosity to learn about our products, our customers, and the nonprofit sector
• The ability to quickly absorb and understand new information, particularly around our products
• The ability to quickly adapt, prioritize time and manage multiple responsibilities in a fast-paced environment

Responsibilities

• Manage and ensure optimal balance of training and other professional service assignments to provide each client with a dedicated expert for each service
• Coordinate training webinar calendar and ensure each event is appropriately staffed
• Maintain and optimize software tools for the team, including ChurnZero reportings, Rocketlane, Notion, Calendly, Zoom, and Miro, ensuring effective utilization and data accuracy
• Oversee and contribute to the content and delivery of one-on-one training sessions, one-to-many webinar events, and other professional services as needed
• Collaborate with the Product team to stay abreast of new features and products in development and map out training curriculum as new features are released
• Coach and develop product experts to deliver training and services on all of our products and features effectively
• Work closely with the partner team to ensure that implementation partners are trained and equipped to deliver training that maintains the level of quality and clarity to be expected from Virtuous training
• In collaboration with the Director of Onboarding and Chief Customer Officer, contribute to the ongoing refinement of customer implementation training processes and procedures
• Plan and manage quarterly goals for the Training team in Lattice, ensuring that Training team initiatives are contributing to company goals
• Ensure adherence to best practices and company standards
• Drive the professional development of team members through targeted training, mentorship, and performance feedback, while fostering a supportive environment that encourages continuous learning and growth
• Use data and reporting to measure training team success and areas for improvement

Preferred Qualifications

• An understanding of the nonprofit sector and the needs of nonprofit organizations across multiple verticals
• Experience with Zoom Webinar, Miro, HubSpot, ChurnZero, Rocketlane, Calendly, ZenDesk, and Notion
• Experience with nonprofit CRMs, fundraising and event software, integrations and APIs, querying and reporting, as well as nonprofit best practices
• Comfortable with data and spreadsheets
• Baseline knowledge of BI tooling, HTML, JavaScript and CSS

Benefits

• Market competitive pay leveraging Carta data
• Employee recognition through Bonusly (birthdays, anniversaries, achievements, etc.)
• 401(k) retirement plan with company matching- 50% match up to 6% of compensation after 90 days
• We value our employee’s work-life balance and encourage taking advantage of Unlimited PTO
• Supportive time off including paid volunteer days and company holidays
• Employer-contributed healthcare benefits, encompassing medical, dental, and vision coverage, with plans available for dependents and choices for Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA)
• 12 weeks primary parent leave, 4 weeks secondary parent leave - full pay (adoption as well)
• We pride ourselves on Community and host exciting company outings and events