Director, Training & Customer Education

Position Summary:

The Director, Training & Customer Education (QuartzBio) is responsible for overseeing and leading the training function for QuartzBio. This role will drive learning both internally and externally for employee and customer education through building out programs to better onboard employees and customers and support ongoing technology adoption. The Director, Training & Customer Education (QuartzBio) is responsible for building strategic relationships with QuartzBio leadership to develop and to implement role-based training programs in support of onboarding, re-training, and personnel development. This role will lead training and customer education efforts in collaboration with QuartzBio technical professional services, to enable effective product onboarding and user adoption of QuartzBio SaaS Solutions. QuartzBio is a Software-as-a-Service (SaaS) solutions provider to the life sciences industry. We deliver innovative data enabling technologies that provide biotech/pharma teams with enterprise-level access to sample/biomarker data management solutions and analysis, information, insight, and reporting capabilities.

As the Director, Training & Customer Education (QuartzBio), you will have a pivotal role in delivering our client-centric SaaS products. By crafting and delivering impactful training programs, you'll optimize product onboarding and user adoption. Collaborating with cross-functional teams such as Product Development, Product Support, Customer Success, and Sales, you'll shape and enact a strategic learning path in line with our product roadmap and business goals.

Your leadership will drive the inception and execution of all-encompassing training initiatives for our clients and internal teams.

Essential functions of the job include but are not limited to:                                                                                                                 

Management

• Lead, manage, and mentor a team of learning professionals, overseeing recruitment, development, and performance management to ensure a high-performing and cohesive team.
• Act as a change agent, guiding the implementation of major operational changes across the organization through effective training and support mechanisms.
• Oversee the development of comprehensive design documents that outline learning objectives, materials, design specifications, and measurable learning impact.
• Drive the creation of content, training curriculum, and job aids for internal and external stakeholders, catering to enterprise-wide learning needs. Supervise the development of manuals, workbooks, evaluations, and other educational materials, ensuring they meet the strategic goals of the organization.
• Cultivate and maintain strategic alliances with industry and training organizations, infusing best practices and innovative approaches into our training initiatives.
• Evaluate and recommend learning software and hardware tools that align with the enterprise's growth trajectory and utilize these tools to enrich learning content delivery.
• Lead by example and provide mentorship to the training team, fostering their professional growth and enhancing their contribution. Evolve the capabilities and structure of the Training team to match the scaling demands of the enterprise and the evolving needs of our diverse customer base.
• Develop and implement strategies to enhance team efficiency and effectiveness, ensuring optimal utilization of resources. Play a key role in the development and review of relevant department Standard Operating Procedures (SOPs), ensuring a standardized and efficient training approach.
• Lead the logistical aspects of live and Virtual Instructor Led Training (VILT) programs, ensuring seamless and impactful learning experiences.
• Establish meaningful KPIs to assess training program effectiveness, gather valuable client feedback, and drive continuous improvements.

End User Training and Customer Education

• Develop and execute a strategic end user training program, to maximize client adoption, reduce time to value, increase application stickiness, drive revenue growth, and build internal expertise.
• Strategically identify complex learning needs of external customers, devising customized solutions aligned with enterprise goals.
• Optimize learning investments to enhance the customer and partner learning experience, driving alignment with business objectives.
• Ensure the proper coordination and roll out of various training sessions for end user customer education.
• Drive effective product onboarding and user adoption of QuartzBio Solutions through effective end-user training and support to business partners.
• Partner with Product Managers to align training content with strategic imperatives and product features.
• Partner with Customer Success to integrate insights on customer use cases and needs into training content.
• Implement a blended learning approach, integrating virtual workshops, webinars, and self-paced courses for enterprise preferences.
• Lead a team of trainers and designers, optimizing their contributions to meet enterprise needs.

Internal Training and Development

• Conducts consultations, facilitates discussions, and leads the analysis and identification of internal team members’ learning needs. Develops customized strategies and plans to address these needs effectively and efficiently.
• Develop initiatives aligned with organizational vision and goals, ensuring they support the broader priorities.
• Develop and design training needs analysis to ensure appropriate training continuum of learning programs along with related materials on firm and functional specific levels.
• Implement and oversee programs to identify organization capability gaps and develop strategic approach towards addressing those gaps.
• Oversee the coordination and roll-out of diverse training sessions for internal employee education.
• Craft a holistic curriculum including onboarding, advanced feature workshops, best practices, and ongoing learning resources.
• Develop ongoing internal training programs aligned with evolving technology trends.
• Collaborate with HR to align training with career paths and performance goals.
• Develop hands-on exercises and simulations for practical skill application.
• Performs other tasks and assignments as needed and specified by management.

Qualifications:

Minimum Required:

• Bachelor’s degree in business, information technology, life sciences, or related field.
• 10 years of experience in customer-oriented SaaS product training and onboarding within technology, software, or life sciences sectors.
• 5 years of leadership experience, including team management.
• Proven track record in developing tailored training content for SaaS solutions.
• Strong grasp of adult learning principles, instructional design, and training evaluation methods.
• Proficiency in e-learning platforms, video production, and multimedia tools.
• Exceptional communication and presentation skills to engage various audiences.
• Analytical mindset for interpreting training effectiveness metrics.

Proficient project management skills, adapting to changing requirements.

Preferred:

• Advanced degree in a relevant field.
• Proven track record in successfully leading change management initiatives.
• Extensive experience in developing and delivering training on a global scale
• Experience with Smartsheet software
• Experience with Atlassian software (Jira, Confluence)

Other Required:

• Demonstrated experience designing, implementing, and monitoring the strategies, programs, tools and processes that support organizational performance and contribute to employee engagement.
• Proficient in delivering both classroom and virtual instruction. Skilled influencer capable of driving outcomes without direct authority.
• Excellent planning and organizational abilities, adept at prioritizing multiple projects.
• Analytical problem-solver adaptable to shifting priorities and deadlines. Capable of working autonomously or collaboratively in fast-paced, matrixed environments.
• Proficiency in Microsoft Office suite Exceptional verbal and written communication skills. Proven collaboration with key internal stakeholders and senior leadership Willingness to travel domestically and internationally, including overnight stays.

Leadership expectations:

• Provide consistent guidance, fostering professional growth and skill advancement.
• Cultivate an inclusive and positive team environment by understanding diverse perspectives.
• Develop strong relationships across stakeholders, promoting collaboration.
• Inspire peak performance and continuous improvement within the team.
• Set clear performance expectations, offer constructive feedback, and ensure accountability.
• Manage conflicts effectively, aiming for solutions that satisfy all parties.
• Empower team members by strategic delegation, encouraging challenges.
• Acknowledge and celebrate team contributions to nurture a positive culture.
• Champion diversity while navigating cultural differences within the team.
• Collaborate seamlessly with fellow leaders to achieve shared organizational objectives.