Customer Training Manager

Reputation Agency - Scottsdale, AZ

Full-time - Mid Level

Scottsdale, AZ

501-1,000 employees

Professional, Scientific, and Technical Services

About the position

The Customer Training Manager at Reputation is responsible for scheduling, designing, and conducting educational events for customers in both virtual and live classroom settings. This role involves creating training materials, enhancing product knowledge, and driving upsell opportunities through custom training engagements, ensuring a positive customer experience.

Responsibilities

• Become a subject matter expert in the Reputation platform with in-depth knowledge of customer use cases and best practices in the Automotive space.
• Create custom training content and digital adoption strategies for Enterprise OEM customers.
• Source relevant, Automotive-specific news and trends to incorporate into training materials.
• Maintain a rotating training curriculum series for instructor-led classes, including hands-on exercises.
• Deliver the content in a live environment (virtual or onsite) and facilitate group discussion.
• Maintain a monthly training calendar and coordinate all registration activities.
• Work with Marketing to create messaging and class promotions to drive attendance.
• Participate in Customer Advisory and Product meetings to identify new training topics.
• Scope custom training opportunities for prospects and customers.
• Drive training our sales with field teams.
• Write scripts and record welcome videos with graphical callouts.
• Assist with certification programs and learning tracks for our customers.
• Report on clearly defined metrics, including user activity analytics to inform future training investments and day-to-day improvements.
• Additional duties as assigned.

Requirements

• Must be a confident communicator with experience leading classroom training (virtual and onsite).
• Experience running remote training tools, such as Zoom, BrightTalk, or WebEx.
• Proficiency in instructional design, including training task analysis, writing objectives, curriculum and lesson planning, implementation, and evaluation.
• Proficiency in designing visually engaging presentation materials and course workbooks (PowerPoint, Prezi, Word, Adobe Creative Suite, SnagIt).
• Excellent problem-solving skills, including the ability to digest information from multiple sources, interpret results, and quickly derive consultations and recommendations.
• Experience producing video content (Camtasia, Vimeo, and other video production tools).
• Ability to learn complex technical products quickly from subject matter experts and translate into clearly articulated messaging for the target audience.
• Experience with digital adoption tools a plus (Pendo and other tools).
• Experience with Salesforce and Learning Management Systems is a plus.

Nice-to-haves

• Experience with digital adoption tools (Pendo and other tools).
• Experience with Salesforce and Learning Management Systems.

Benefits

• Flexible working arrangements.
• Career growth with paid training tuition opportunities.
• Active Employee Resource Groups (ERGs) to engage with.
• An equitable work environment.
• Flexible PTO.
• Paid company holidays.
• 4 company provided, 'Recharge Days,' which are wellness days off for the entire company.
• Employee Assistance Program.
• Access to a wide variety of unique perks and apps.
• Health, dental and vision insurance.
• Paid maternity leave.
• Employer paid short and long term disability and life insurance.