• Director, Learning & Development – Customer Training

    Job Locations US-WA-Vancouver
    # of Openings
    1
    Category
    Learning & Support
  • Overview

    In 2007, in a rental apartment in Columbus, Ohio DiscoverOrg had the vision of building the world’s foremost sales enablement tool. To get there, our CEO Henry Schuck maxed out his credit card and with his co-founder, borrowed every dime they could find. By 2012, DiscoverOrg had grown to 35 employees and $5 million of revenue. Since then, we’ve taken funding from Global Private Equity firms like TA Associates and The Carlyle Group, and grown to over $100M+ in annualized revenue. However, we’ve been careful not to lose the culture that has made us strong. We’re lean, we’re nimble, we’re passionate and we’re changing the lives of salespeople and business development representatives all over the world. We make mistakes, we are humble, and we are data driven. Here’s your chance to help us pioneer a new function at one of the country’s fastest growing technology companies.

    Responsibilities

    Customer Onboarding 

    • Oversee and supervise a team of individuals responsible for the delivery of all aspects of new customer onboarding.
    • Develop and maintain an onboarding training plan for each segment of users (sales, marketing, staffing, and admin).
      • Work with Customer Marketing to develop and execute on new user campaigns tied to usage milestones.
      • Create and implement “first-touch” customer experiences.
    • Develop methods to deliver onboarding training to individual users and accounts.
      • Oversee customer-facing elements of DiscoverOrg University and create online/on-demand courses for end-users.
      • Own all onboarding collateral materials.

    Customer Training

    • Develop, deliver, maintain, and assess a comprehensive ongoing training for all DiscoverOrg customers and end-users.
    • Coordinate required and necessary collateral with Product Marketing & Customer Marketing.
    • Track user’s knowledge of new features, including usage delta when a campaign is run specific to a feature.

    Customer Certification

    • Oversee all elements of the customer certification program (Sales, Marketing, and Recruiting), including course management, tracking, and marketing efforts.

    User Feedback & Reporting

    • Track and monitor account onboarding to ensure 100% of customers and end-users participate in onboarding and on-going training program.
    • Oversee customer feedback loop delivering information to necessary teams (including Product Development, Marketing, and Customer Success).
    • Analyze data and prepare reports for Vice President and executive team.

    Customer Events

    • Coordinate attendance at customer onsites related to training (in conjunction with Customer Success team), including managing the assignment process.

    Supervision & Management

    • Supervise and evaluate customer training team (currently 8, expected to grow) including facilitating their success by establishing appropriate job functions, goals, and objectives.
    • Track and monitor work objectives of customer training team; plan and prioritize work/projects and allocate resources accordingly.
    • Provide ongoing feedback for improvement.

    Additional Responsibilities

    • Make recommendations to Vice President and executive team related to customer onboarding and training programs and processes.
    • Assist with employee training efforts as needed.

    Qualifications

    Experience and Skills

    • BA/BS degree
    • 4+ years of Client Success/Client Engagement experience
    • Experience at a B2B or SaaS company preferred
    • Passionate about data and metrics and making data-driven decisions for improvement
    • Ability to form strong relationships with clients
    • Strong interpersonal skills
    • Strong attention to detail and follow-up skills
    • Ability to work under pressure, juggle tasks and work efficiently against deadlines
    • Ability to effectively communicate, both oral and written, with senior-level clients and executives
    • Proven experience driving positive change and influencing performance in a customer success/training department
    • Proficiency in Microsoft Office and Google Apps
    • Must be able to travel periodically for customer onsites and trainings

    Benefits

    We offer an attractive benefits plan with health benefits that include three medical coverage options, vision and dental coverage – HSA, dependant care FSA, 401(k) with employer match, paid parental leave, paid time off, paid sick leave, Life Insurance, Short Term and Long Term Disability Insurance, and AD&D insurance.

     

     

     

    Why You Should Join DiscoverOrg:

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