Client Experience Training Manager

| Greater NYC Area

This individual will be responsible for documenting, communicating, and implementing best practices in account management, strategy and solutioning across the Client Experience (CX), Partner Experience (PX), and Solutions Team as well as building a framework that allows our CX team to efficiently and effectively train our clients, driving engagement and sophistication within our client base.

Job Duties:

Onboarding New CX, PX, & Solutions Members to Drive Technical Understanding & Ability to Train Clients on Platform

  • Supporting new CXMs’ success through extended onboarding programs (leveraging existing materials and adding additional resources) that instills best practices in account management
  • Partnering with Key CX Stakeholders to help build framework and strategy for CXAs to deliver training to clients that drives engagement and streamlines the experience
  • Developing customized role and team-based onboarding plans that shorten ramp time and increase expertise and performance
  • Tracking training needs and feedback and filling those gaps within existing and future plans
  • Creating, managing, and updating training content that supports onboarding plans
  • Coordinating and/or delivering live trainings to new GTM team members

Ongoing Training for Account Management, Solutions Management and Strategy Teams

  • Increasing performance of existing CX & PX team members through training, process, support, and standardization of best practices
  • Partnering with subject matter experts to teach Account Management 101 to new CXAs
  • Partnering with Subject Matter Experts (Solutions Architects, Strategists, etc) to document best practices within training curriculum for training existing CXA’s, CXM’s and PX teams as well as on-boarding new team members.
  • Make sure all the CXM’s understand and can implement the new strategic playbooks being released
  • Partner with our Campaign Management team and Key stakeholders across CX to build a framework and curriculum to train our employees and clients to work within the platform directly
  • Work between Sales, Solution Consulting and Client Experience to build framework for transitioning account properly between teams
  • Work between Sales and CX to formalize QBR and Account planning sessions to drive our retention and upsell business
  • Work between our learning and development team and the wider CX organization to make sure CX is taking advantage of the courses that are available
  • Regularly meet and shadow GTM team members to identify training needs, understand performance gaps, and drive utilization of training & best practices
  • Creating, managing, and delivering training content and calendar that drives performance of all GTM team members and supports company-wide rollouts (i.e. new products)
  • Supporting project management of training needs and sessions, ensuring that the GTM training team has a clear understanding of who needs training, what training needs to be created, who should develop training content, when training is happening, etc.
  • Measuring the effectiveness of training sessions and best practices taught through training
  • Ensuring training resources are organized and accessible by all team members to drive utilization 

Skills & Qualifications:

  • 3-5 Years Experience within a Training Role
  • Ability to gain credibility & respect of the wider CX organization & leadership
  • Ability to “roll up your sleeves” to manage the full training cycle, including training creation as well as in-person training, role-playing, and shadowing/feedback
  • Hands-on experience with e-learning platforms
  • Excellent organizational and public speaking skills
  • Client and/or Partner Training Experience is a plus
  • CX, Account Management Experience is a plus
  • SaaS experience is a plus
  • HTML or CSS experience is a plus
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Technology we use

  • Engineering
  • Sales & Marketing
    • GolangLanguages
    • JavascriptLanguages
    • RubyLanguages
    • ScalaLanguages
    • Ember.jsFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SparkFrameworks
    • SalesforceCRM
    • MarketoLead Gen

Location

5 Bryant Park, New York, NY 10011

What are Movable Ink Perks + Benefits

Movable Ink Benefits Overview

One of the best things about working at Movable Ink is the amazing company culture we have! We are very proud to say we were recently named one of Inc. Magazine’s Best Workplaces of 2019! https://movableink.com/blog/inc-best-places-to-work-2019/

Culture
Friends outside of work
Intracompany committees
Open door policy
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Unconscious bias training
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
Diversity Program
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