Description

Position: Training & Development Manager Location: Bangalore Remuneration: Rs 7 Lakhs to 8 Lakhs per Annum Experience: 5+ Years Job Description: We are seeking an experienced Training & Development Manager to join our Customer Success Department. The Training & Development Manager will play a crucial role in designing and delivering comprehensive training programs for our Program Success Managers (PSMs). The PSMs are responsible for ensuring successful implementation and onboarding of our customers onto our platform. The ideal candidate will have a strong background in training and developing employees, specifically in customer success or similar roles. They will be responsible for equipping our PSMs with the knowledge and skills necessary to drive customer success and satisfaction. Responsibilities: Develop and implement a strategic training and development plan specifically tailored for Program Success Managers (PSMs) within the Customer Success Department. Collaborate with cross-functional teams, including Customer Success Managers, Product Managers, and Subject Matter Experts, to identify training needs and develop relevant content. Design, develop, and deliver engaging training programs, workshops, and resources for PSMs, utilizing a variety of instructional techniques and technologies. Create comprehensive training materials, including presentations, guides, and job aids, to support PSMs during the implementation process. Conduct training sessions, both in-person and virtual, to educate PSMs on product features, customer onboarding best practices, and effective communication strategies. Monitor and assess the effectiveness of training programs onsite through assessments, evaluations, and feedback to continuously improve content and delivery methods. Collaborate with the Learning & Development team to leverage existing resources and incorporate best practices into PSM training. Stay updated on industry trends, customer success methodologies, and emerging technologies to ensure training programs remain current and effective. Provide ongoing coaching and support to PSMs, including one-on-one sessions and performance feedback, to drive continuous improvement and skill development. Collaborate with the HR team to ensure alignment of training initiatives with career development plans and succession planning for PSMs. Monitor the progress and success of PSMs post-training, identifying areas for additional support or training interventions as needed. Collaborate with external training vendors or consultants when required to bring in specialized expertise or resources. Maintain training records and documentation, including attendance, evaluations, and certifications. Collaborate with the Customer Success leadership team to identify training gaps and opportunities for professional development within the department. Qualifications: Bachelor's degree in Business Administration, Human Resources, Education, or a related field. Master's degree is a plus. 3-4 years of experience in training and development, specifically within customer success or similar roles. Strong knowledge of customer success principles, onboarding methodologies, and best practices. Experience designing and delivering training programs, workshops, and resources for employees. Excellent presentation and facilitation skills, with the ability to engage and motivate learners. Willing to travel onsite to assess and monitor the training programs live. Familiarity with learning management systems (LMS) and other training software. Strong interpersonal and communication skills, with the ability to collaborate effectively with cross-functional teams. Proven ability to assess training needs, develop content, and evaluate training effectiveness. Ability to provide constructive feedback and coaching to drive employee performance and development. Strong project management skills, with the ability to manage multiple training initiatives simultaneously. Proactive, self-motivated, and detail-oriented with a passion for continuous learning. Experience in the SaaS or technology industry is a plus.

Role and Responsibilities

• Position: Training & Development Manager Location: Bangalore Remuneration: Rs 7 Lakhs to 8 Lakhs per Annum Experience: 5+ Years Job Description: We are seeking an experienced Training & Development Manager to join our Customer Success Department. The Training & Development Manager will play a crucial role in designing and delivering comprehensive training programs for our Program Success Managers (PSMs). The PSMs are responsible for ensuring successful implementation and onboarding of our customers onto our platform. The ideal candidate will have a strong background in training and developing employees, specifically in customer success or similar roles. They will be responsible for equipping our PSMs with the knowledge and skills necessary to drive customer success and satisfaction. Responsibilities: Develop and implement a strategic training and development plan specifically tailored for Program Success Managers (PSMs) within the Customer Success Department. Collaborate with cross-functional teams, including Customer Success Managers, Product Managers, and Subject Matter Experts, to identify training needs and develop relevant content. Design, develop, and deliver engaging training programs, workshops, and resources for PSMs, utilizing a variety of instructional techniques and technologies. Create comprehensive training materials, including presentations, guides, and job aids, to support PSMs during the implementation process. Conduct training sessions, both in-person and virtual, to educate PSMs on product features, customer onboarding best practices, and effective communication strategies. Monitor and assess the effectiveness of training programs onsite through assessments, evaluations, and feedback to continuously improve content and delivery methods. Collaborate with the Learning & Development team to leverage existing resources and incorporate best practices into PSM training. Stay updated on industry trends, customer success methodologies, and emerging technologies to ensure training programs remain current and effective. Provide ongoing coaching and support to PSMs, including one-on-one sessions and performance feedback, to drive continuous improvement and skill development. Collaborate with the HR team to ensure alignment of training initiatives with career development plans and succession planning for PSMs. Monitor the progress and success of PSMs post-training, identifying areas for additional support or training interventions as needed. Collaborate with external training vendors or consultants when required to bring in specialized expertise or resources. Maintain training records and documentation, including attendance, evaluations, and certifications. Collaborate with the Customer Success leadership team to identify training gaps and opportunities for professional development within the department. Qualifications: Bachelor's degree in Business Administration, Human Resources, Education, or a related field. Master's degree is a plus. 3-4 years of experience in training and development, specifically within customer success or similar roles. Strong knowledge of customer success principles, onboarding methodologies, and best practices. Experience designing and delivering training programs, workshops, and resources for employees. Excellent presentation and facilitation skills, with the ability to engage and motivate learners. Willing to travel onsite to assess and monitor the training programs live. Familiarity with learning management systems (LMS) and other training software. Strong interpersonal and communication skills, with the ability to collaborate effectively with cross-functional teams. Proven ability to assess training needs, develop content, and evaluate training effectiveness. Ability to provide constructive feedback and coaching to drive employee performance and development. Strong project management skills, with the ability to manage multiple training initiatives simultaneously. Proactive, self-motivated, and detail-oriented with a passion for continuous learning. Experience in the SaaS or technology industry is a plus.