Director – Global Customer Training

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the customer training profit and loss, which includes forecasting revenue, developing pricing strategies, and ensuring margin accountability for training products and services.

• Create and manage the training catalog, encompassing course packaging, pricing tiers, and bundled offerings that align with product sales cycles.

• Monitor and report on key performance indicators, such as revenue, enrollment, utilization, and learner satisfaction.

• Lead the instructional design strategy for various product lines, generating both instructor-led (ILT/vILT) and asynchronous self-paced content.

• Convert complex product documentation and subject matter expert knowledge into learner-focused content that prioritizes application and outcomes rather than merely showcasing features.

• Ensure content remains current across a multi-product portfolio in collaboration with Product and Customer Success stakeholders.

• Directly supervise a team of six instructors across two continents, offering coaching, workload management, scheduling, and professional development support.

• Oversee the learning management system (Docebo) and its associated integrations, including enrollment automation, reporting, and data flow management across Salesforce, Workato, and NetSuite.

• Enhance operational efficiency through workflow automation, process documentation, and maintaining data integrity across systems.

• Act as a training advisor to Sales, Customer Support, and Marketing, offering enablement support, course recommendations, and curriculum insights.

• Work in partnership with Product teams to synchronize the training roadmap with release cycles and customer adoption priorities.

⛳️ Requirements

• 10+ years of experience in customer education, training, or instructional design, with a minimum of 5 years in a leadership capacity.

• Proven track record of managing a training function with revenue accountability.

• Strong instructional design capabilities across various modalities (ILT, vILT, SCORM-based eLearning, microlearning).

• Familiarity with LMS platforms (Docebo or similar) and CRM/ERP-adjacent systems.

• Experience in managing globally distributed teams across different time zones and cultures.

• Exceptional facilitation skills with the ability to convey complex software workflows to non-technical audiences.

• Proficiency in data handling: reporting, pipeline analysis, and operational metrics.

• Background in the B2B SaaS or enterprise software industry is strongly preferred.

🏝️ Benefits

• Paid Time Off (PTO)

• Sick and Parental Leave

• Medical, Dental, and Vision Insurance

• 401(k) Plan

• Health Savings Account

• Life Insurance

• Employee Assistance Program