Training Manager, Customer Success

Tempus•Boca Raton, FL

39d•$72,000 - $100,000•Hybrid

About The Position

Passionate about precision medicine and advancing the healthcare industry? Recent advancements in underlying technology have finally made it possible for AI to impact clinical care in a meaningful way. Tempus' proprietary platform connects an entire ecosystem of real-world evidence to deliver real-time, actionable insights to physicians, providing critical information about the right treatments for the right patients, at the right time. We're looking for people who can change the world. Who question the status quo and don't shy away from tough problems. For the builders who are never done building and the learners who are never done learning. We're looking for passionate people with undying curiosity. Those who want to attack one of the most challenging problems mankind has ever faced… head on. What You'll Do: Lead and manage the Customer Success training strategy and execution, ensuring alignment with overall company goals, values, and a customer-centric mindset. Oversee the development and maintenance of all training materials, internal processes, and communications to ensure consistency across the entire Customer Success organization. Design, implement, and manage comprehensive, formal training programs and processes to align the team with core, customer-centric values and company objectives. Mentor, coach, and manage a team of Customer Success Trainers or Coordinators, if applicable. Direct the creation of engaging and relevant training materials (for respective programs and other uses such as customer education) using a variety of media and communication tactics. Deliver high-impact training and coaching to new and existing Customer Success team members on their roles, responsibilities, advanced CS best practices, and sophisticated customer engagement strategies. Drive the development of innovative internal training solutions through strategic collaboration with other departments like marketing and product (such as video libraries, knowledge base website sections, and others). Establish and enforce processes to ensure all materials, programs, and solutions for training are continuously up-to-date and relevant to current business practices, market standards, and evolving product offerings. Lead the collaboration with the entire CS team and other stakeholders to optimize and refine the entire training curriculum and content lifecycle. Define, track, and report on key metrics to measure the overall effectiveness, impact, and ROI of training initiatives, providing strategic recommendations for improvement to senior leadership.

Requirements

Minimum of 2+ years of management or formal training/L&D leadership experience, and 8+ years of progressive customer success experience, with relevant advanced CS courses and training.
Proven experience in designing, implementing, and managing a corporate training curriculum or Learning & Development program.
High emotional intelligence and superior empathy skills, with a proven ability to manage and motivate a team.
Exceptional verbal, written, and presentation communication skills, with the ability to influence cross-functional stakeholders.
Expert public speaking and group facilitation skills.
A highly organized and strategic approach to content development, adult learning theory, and training processes.
Proven ability to quickly learn and master new software tools and technologies.
Experience administering advanced root cause analysis on systemic issues that surface, strategically developing and implementing holistic solutions to ensure reduction of repetitive problems across the organization.
Ability to develop, document, and enforce team SOP's and manage deviations, ensuring compliance across the team.
Demonstrated ability to strategically work across the Customer Success team and cross-functionally to exceed established SLAs.
Experience serving as a main escalation point for complex or highly sensitive order/client issues, requiring advanced problem-solving and communication.
Ability to conduct comprehensive and knowledgeable overviews of our entire test and service offerings to both internal and external audiences.

Responsibilities

Lead and manage the Customer Success training strategy and execution, ensuring alignment with overall company goals, values, and a customer-centric mindset.
Oversee the development and maintenance of all training materials, internal processes, and communications to ensure consistency across the entire Customer Success organization.
Design, implement, and manage comprehensive, formal training programs and processes to align the team with core, customer-centric values and company objectives.
Mentor, coach, and manage a team of Customer Success Trainers or Coordinators, if applicable.
Direct the creation of engaging and relevant training materials (for respective programs and other uses such as customer education) using a variety of media and communication tactics.
Deliver high-impact training and coaching to new and existing Customer Success team members on their roles, responsibilities, advanced CS best practices, and sophisticated customer engagement strategies.
Drive the development of innovative internal training solutions through strategic collaboration with other departments like marketing and product (such as video libraries, knowledge base website sections, and others).
Establish and enforce processes to ensure all materials, programs, and solutions for training are continuously up-to-date and relevant to current business practices, market standards, and evolving product offerings.
Lead the collaboration with the entire CS team and other stakeholders to optimize and refine the entire training curriculum and content lifecycle.
Define, track, and report on key metrics to measure the overall effectiveness, impact, and ROI of training initiatives, providing strategic recommendations for improvement to senior leadership.