Customer Success Training Manager

Operations
Austin
Intermediate
Full-time
Description

Papaya Global provides global workforce management solutions to companies operating in 140+ countries. Through our innovative technology, we allow our clients to manage their global payrolls, EoRs, and independent contractors in an efficient, secure, compliant, and cost-effective manner.

We are looking for a dynamic, energetic, and self-motivated employee who can design, implement, and manage Customer Success and Operations enablement programs starting from when an employee first joins and throughout their career at Papaya. You will do this through the creation and delivery of effective and relevant content. You will also support function-specific training and enablement resources and have the flexibility to constantly innovate through the discovery or creation of new tools.

You will:

  • Facilitate and manage new hire onboarding for the teams in the Operations team, which includes Onboarding and Implementation Managers, Customer Success Managers, Customer Operations, and Payroll Experts through on-demand, virtual, and if required live training programs.
  • Creation and delivery of training materials (e.g. e-learning courses, video, webinars, product simulations, welcome emails, insights articles) for Customer Success processes, Customer Success methodology, Product launches, and systems & tools by working closely with leadership and subject matter experts across the Papaya organization.
  • Work closely with L&D and leadership within the Operations organization to launch and enable new processes and tools changes.
  • Manage content and training needs around new products and releases. Work closely with Product Management and Product Marketing to translate new products and features into usable tools and content for customer success and support.
  • Work with Customer Success Managers and the Customer Success leadership team to execute effective management disciplines and establish a Customer Success coaching program.
  • Build a role-specific Onboarding Bootcamp and learning paths for new hires
  • Measure and drive consistency, productivity, and the efficiency of processes, training, and tools for the Operations team while driving feedback for continuous improvement 
Requirements
  • Bachelor’s degree or equivalent work experience
  • 3+ years of enablement, training, coaching & development experience
  • Experience with customer success methodologies, processes, technology, tools, and best practices
  • Strong verbal and written communication, facilitation, and presentation skills
  • Ability to execute under swift deadlines (must love moving fast and being flexible)
  • Demonstrated ability to establish and manage project priorities and timelines to achieve results
  • Experience working with and supporting global teams, preferably in a SaaS organization
  • Ability to create high-quality content independently
  • Experience with customer journey design, curriculum creation, and/or competence development programs 

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