Director, Client Services Training

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Description

Our teams are comprised of extraordinary individuals who work together, support each other and take ownership of results. We succeed because we align our goals with each other, our partners, our customers and even our customer's customers.

About Intermedia

Are you seeking an impactful role in an innovative company that is growing in a rapidly expanding market category?  Intermedia can offer just the challenge you are looking for.  We are a 1000+ employee strong Unified Communications as a Service (UCaaS) and business cloud company that serves over a million customers with communication and data applications.  We serve the SMB marketplace with full featured products that are backed by a 99.999% uptime service level agreement and J.D. Power certified technical support. 

About the Role:

The Client Services Training Director will be responsible for leading Intermedia’s Learning path programs across our global Client Services organization. This key, highly visible position will work on expanding Intermedia’s learning platform, Intermedia University, with channel rich content for our Partners and Support teams. Additionally, this position is tasked to establish a Client Services Center of Excellence for our overall training program and will be responsible for developing and extending training programs for Intermedia’s new and current products and services. This individual will work cross functionally to ensure comprehensive training solutions partnering with our Support, Contact Centers, Quality, Partner Program Management, Onboarding and Sales learning teams.

This role will primarily leverage your training expertise to provide steerage for an end-to-end training process and will continually work on creating best-in-class training programs. The successful candidate will have managed large scale, multi-channel programs. The ideal candidate will have hands-on experience that have transformed training programs and ultimately business outcomes that increases overall partner & customer satisfaction.

The Client Services Training Director will be a dynamic, experienced individual with a track record of success in learning & development function in Saas/Cloud based services/Telco etc. She/he must have the proven ability to understand cloud based communication products, effectively manage complex projects, influence stakeholders, effectively network across the organization and communicate within a fast moving and dynamic environment.

If you are seeking a career role that encourages you to think outside the box and fosters growth and opportunities with a company that recognizes individual and collaborative project achievements, then look no further.

What you will be doing:

  • Manage the Client Services global learning path team
  • Responsible for planning, designing, developing, implementing, and evaluating Client Services training programs for primarily our Partners, Onboarding, Customer & Technical Support
  • Manage online knowledge base
  • Work with UI designers, graphic designers, video editors and product teams to drive new training courses (creation and maintenance)
  • Implementation of the training and development strategy for the Client Services organization, building the product and services knowledge. Initial focus will be on the pre-launch training programs
  • Design and improve training programs utilizing innovative training methods and proven learning principles
  • Continue to build out continuous learning platform to offer flexible just in time learning that caters individual and group needs at our customer support contact centers
  • Own Intermedia’s Learning Management System and proactively partner with product marketing, engineering, sales and sales training
  • Partner with subject matter experts and departments to identify training opportunities and strive to continuously improve training solutions
  • Create a quick memorable experience for customers with channel rich contents like product and training videos
  • Define and track key performance metrics for Client Services training delivery and processes
  • Make strategic recommendations for new tools and technology to senior management

What you will bring to the role:

  • Bachelor’s degree or equivalent combination of education and experience
  • Minimum 5 years of professional level technical and partner training program development experience, at least 3 of which have been in strategic design, administration, and management of training programs
  • Proven ability to drive new processes & lead change management
  • Proven project management experience
  • Proven track record of success in leading programmatic growth and impact, leading cross-functional teams and managing a team of direct reports to develop and deliver effective training content
  • Ability to manage initiatives and achieve goals and objectives with evolving and changing scope while managing expectations with internal/external stakeholders
  • Experience with the latest enablement trends and learning management systems (LMS)
  • Excellent coaching and development skills with a willingness to develop others
  • Charismatic, energetic and passionate about training and education
  • Great interpersonal and customer service-oriented skills
  • Must be able to travel 20% - domestic and international

 

 

 

 

 

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