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Senior Customer Success Training Manager
2 months ago
Company Overview
Freshworks is dedicated to simplifying the way businesses engage with their customers and employees. Our innovative approach to software development ensures that our solutions are not only affordable and quick to implement but also tailored for the end user. With our headquarters in San Mateo, California, we have a diverse team operating from multiple locations, serving over 65,000 clients ranging from startups to established enterprises. Our comprehensive cloud-based software suite includes Freshdesk, Freshsales, Freshmarketer, Freshservice, and Freshchat, all powered by our platform, Neo.
We have garnered recognition in major media outlets such as CNBC, Forbes, and Fortune, and have been acknowledged as a BuiltIn Best Place to Work in San Francisco and Denver for three consecutive years. Our products have received top ratings from TrustRadius and G2 for their exceptional features, value, and customer relationships.
Role Overview
The Senior Customer Success Training Manager will play a pivotal role in crafting and executing training initiatives aimed at enhancing customer success capabilities. This position involves collaborating with various stakeholders to create impactful training programs that empower customer success teams to meet their objectives. The ideal candidate will possess a proven history in customer success enablement, with expertise in training delivery, content creation, and process optimization. A self-motivated individual with strong presentation skills, both in-person and online, is essential for developing innovative strategies to elevate customer success outcomes.
Key Responsibilities:
- Implement training strategies and programs as directed by the Enablement leadership, while monitoring effectiveness through impact metrics.
- Conduct onboarding sessions for new team members and tailor training programs for customer success representatives based on their needs.
- Design and facilitate engaging training sessions that align with the broader organizational goals and strategies.
- Create dynamic training materials, including presentations, simulations, and role-playing exercises to enhance learning experiences.
- Collaborate with marketing and product teams to develop high-quality training collateral, presentations, and playbooks that effectively convey product value and customer success messaging.
- Partner with customer success leadership to assess training requirements and formulate customized training plans for teams.
- Deliver training in various formats, including in-person workshops, online webinars, and self-paced modules.
- Foster interactive learning environments that encourage participant engagement and knowledge retention.
Qualifications:
- Bachelor's or master's degree in Business, Marketing, or related fields.
- 6-7 years of experience in Customer Success, Coaching, or Training roles.
- Professional certifications in customer success training are a plus.
- Strong understanding of customer success methodologies and best practices.
- Exceptional presentation and coaching abilities.
- Familiarity with e-learning platforms and interactive training techniques.
- Excellent problem-solving and networking skills.
- Strong verbal and written communication skills.
- Ability to work independently and collaboratively in a dynamic environment.
- A proactive approach with a commitment to continuous improvement.
Additional Information:
Benefits include:
- Company-funded Life & Long-Term Disability insurance.
- Learning & Reading budget of up to £1,000 annually.
- Fitness budget of up to £30 per month.
- Complimentary yoga classes twice a week.
- Cycle to work scheme.
- Fully stocked pantry with healthy snacks and beverages.
- Company-funded Employee Assistance Program (EAP) for employees and their families.
- 25 days of annual Paid-Time-Off (PTO).
- Discounted Tax Support Services.
At Freshworks, we are committed to fostering a diverse and inclusive workplace where everyone can realize their potential, regardless of their background. We believe that diversity enriches our work environment and drives our success.
