Solarwinds Inc. Trainer, Customer Success in Morrisville, North Carolina
SolarWinds MSP is the world’s leading SaaS based Software Developer for IT Service Management. We have a passion for helping IT professionals to get control over an increasingly fragmented technology landscape—to deliver business advantage for their customers and organizations. Our integrated IT Service Management platform is cloud-based, full-featured and easy-to-implement via a simple unified dashboard.
As the trainer for our Customer Success Department you will build, implement, and maintain training and enablement programs to support the success of our employees in their roles including new hire onboarding, product release training, soft skills training, job aids, and department documentation. You will collaborate with cross-functional teams to determine the training needs, to design and deliver engaging learning experiences, and to assess the impact of the training provided, with the goal of developing a strong CS team capable of providing effortless customer experiences that build customer loyalty.
Develop and maintain training programs to support the onboarding of new Customer Success team members including training on products, billing, customer service, and customer relationship management
Facilitate in-person and virtual live training sessions
Develop and maintain job aids that can be used to support the performance of Customer Success team members
Assist the team in preparing the department for upcoming product launches including coordinating training, writing documentation, and preparing training
Collaborate with cross-functional team members to identify and prioritize training needs for the department
Utilize impact and feedback data to consistently improve training and enablement program offerings
2+ years of training program development and facilitation experience
Strong content development and training facilitation skills
Knowledge of adult learning principles and theories
Demonstrated ability to successfully coordinate training projects
Strong written and verbal communication skills
Prior experience in a customer success/ account management role preferred
Prior experience creating synchronous online training and self-paced eLearning preferred
Location US-NC-Morrisville, NC
SolarWinds is an Equal Employment Opportunity Employer. SolarWinds will consider all qualified applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, marital status, disability, veteran status or any other characteristic protected by law.
Job ID 2019-13983
# Positions 1
Position Type Regular
Business Group MSP