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VAST Data is seeking a Technical Support Training Manager to join the Enablement team and build world-class training content for the Customer Success organization. This role focuses on developing, delivering, and maintaining comprehensive training programs that equip Customer Success Managers (CSMs), Customer Success Engineers (CSEs), and Professional Services Engineers (PSEs) with the skills and knowledge needed to drive customer adoption, retention, and satisfaction.
You will partner closely with Customer Success leadership, Product Management, R&D, and cross-functional teams to design and execute training initiatives. Key responsibilities include:
**Training Design & Delivery**: Develop and scale training content covering product onboarding, new product introductions (NPI), issue identification, troubleshooting, and customer engagement best practices. Facilitate live training sessions, webinars, and workshops designed for engagement and learning retention. Work with Subject Matter Experts (SMEs) to ensure content is accurate, relevant, and practical.
**Curriculum & Content Management**: Build and maintain a comprehensive library of learning materials, playbooks, and certifications aligned with business goals. Utilize the Learning Management System (LMS) to track learner progress and completion. Continuously update content to reflect new product releases, process changes, and industry best practices.
**Stakeholder Collaboration**: Identify skill gaps and prioritize enablement initiatives in partnership with Customer Success leadership. Coordinate across the organization to ensure aligned, business-focused content. Gather feedback from stakeholders to measure training effectiveness and iterate.
**Performance Measurement & Optimization**: Establish metrics and KPIs to evaluate training success, such as new hire ramp time and ticket resolution rates. Analyze performance data and recommend improvements to drive measurable business outcomes.
This is a people-focused role that manages the enablement function and drives organizational learning outcomes.
