Sr. Director, Customer Onboarding Training & Enablement

It’s an exciting time to join Conductor as we recently raised $150 million at a $525 million valuation to build out our technology and acquired ContentKing - the world’s first real-time website auditing and monitoring platform.

We are looking for a passionate Sr. Director, Customer Onboarding Training & Enablement who will be responsible to develop and execute the strategic vision for the customer on-boarding, training and enablement department (OT&E), ensuring customer and organizational needs are met.

Responsibilities

• Develop and execute the strategic vision for the customer on-boarding, training and enablement department (OT&E), ensuring customer and organizational needs are met.
• Lead the development and implementation of OT&E programs, policies, and procedures with a mindset of digitization and continuous improvement
• Evolve customer OT&E program with industry best practices and personal experience to improve customer engagement and drive adoption; identifying opportunities to provide training services beyond our standard package at additional cost to drive revenue and offer additional support to customers.
• Collaborate with our Customer Success, Product Marketing, Customer Marketing, Design, Internal R&D, and Product teams to build a holistic Customer OT&E strategy driving adoption, customer health, and customer satisfaction.

• Solicit input from internal stakeholders and customers on an ongoing basis adapting approaches to improve OT& E as needed.
• Leverage a deep understanding of the various Customer stakeholder roles within the ecosystem to create specialized & optimized learning paths - this may range from embedded quick-hit videos to full-fledged certification programs and implementation programs
• Manage quarterly and annual OT&E budgets
• Develop processes and procedures for storing, sharing, and curating learning content
• Identify and share metrics to show the impact OT&E programs are having on the organization

Requirements

• A minimum of 6 years of experience in SaaS Customer Success and or SaaS adoption & Enablement.
• 3+ years of relevant experience managing people -  Demonstrated ability to grow, develop, and retain top talent
• Passion for coaching and mentoring high-performing team members, aimed at developing and accelerating the skills and career trajectory of your team members.
• In-depth understanding of traditional and modern customer on-boarding, training & enablement methods (including workshops, simulations, e-learning, and coaching)
• Prior experience building a customer on-boarding, training & enablement function in a rapidly growing technology company, including live training and LMS administration.
• Hands-on experience developing great OT&E content, including videos, infographics, webinars, and similar content 
• Strong problem solving, interpersonal, and organizational skills with the ability to drive outcomes
• Excellent presentation and communication skills, including ability to create powerful materials in -Microsoft PowerPoint, Excel, Word, etc.
• Bachelor’s degree or equivalent experience required
• Hands-on experience with project management and budgeting
• Proficiency in Learning Management Systems (LMS)
• Customer-oriented approach in managing communications and issues.
• You’re known for getting work done with diligence and collaboration - a team player who is also assertive and resilient
• Proficiency in the use of related software and computer tools.

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Conductor LLC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Bringing in diverse perspectives and challenging our assumptions is the clear key to growth; it drives innovation, creativity, faster problem-solving, and stronger decision making. All aspects of employment including the decision to hire, promote, train, discipline, or discharge, will be based on merit, competence, performance, and business needs. 

Conductor does not discriminate against any employee or applicant on the basis of race, color, ancestry, national origin, religion or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, or other characteristics protected by state or federal law or local ordinance.  In addition, it is the policy of Conductor to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations and ordinances where a particular employee works.

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