Training Manager
Ready to be a Titan?
Interested in leading a growing Customer Training Team tasked with delivering remote & on-site technical training to our customers in a growing company and industry?
ServiceTitan’s customers are not typical software users – This individual should have the ability to learn about our unique customers, understand their demands and help drive exceptional training delivery & transition guidance. Each interaction with customers should be designed to give them a phenomenal customer experience, along with training to give them a thorough understanding of our system.
As the Manager of Customer Training, you will be a Technical Training expert & will provide outstanding leadership & oversight over the day-to-day operations for all customer-focused training delivery. The ideal candidate for this role will have 3-6 years of balanced experience in instructor-led training design, delivery & strategic program management.
The Manager will lead a team of training personnel and should be willing to dive in to deliver training themselves to understand our customers and backfill where needed. The ideal candidate will strive to blend their experience with the culture of an up-and-coming team in a dynamic startup environment.
This individual will provide on-the-ground oversight and guidance for training activities, manage the innovative growth of the team and its team members, and handle communication and escalations for customers.
What you'll do:
Maintain top-notch training services:
Guide all team members to provide exceptional training & transition coaching to ServiceTitan customers
Maintain high standards for training delivery & ensure consistency across all trainers
Interface with customers & ensure trainers provide top-notch training & transition coaching. Serve as the primary escalation point for customer training escalations
Dive in and deliver training while you become an expert in ServiceTitan’s Training Program
Manage Trainers & lead by example:
Manage Trainer ramp, development, goal setting & on-the-job learning
Adapt & help others adapt to shifting dynamics in startup company life
Foster positive morale & a culture of “hyper-collaboration” to produce best product/services
Maintain a philosophy of coaching & mentorship to bring out every team member’s peak performance
Own & maintain processes, including assignments & execution of customer training engagements
Partner with management peers to ensure consistency and proper communication
Use exceptional organization to build and maintain leadership dashboards, reports & other visibility tools of all activities & project deliverables
Manage the most significant team projects, particularly those impacting cross-functional teams, partners or strategic customers
What you'll need:
3-6 years of technical software training experience, min 1+ years of customer-facing experience preferred.
3+ years as a people manager
Strong ability to navigate a steep learning curve and motivate & lead team members in a challenging fast-paced & dynamic startup culture
Consistent track record of being an innovator, program ownership, mentorship & analytical focus
Team player with excellent interpersonal skills, emotional intelligence, patience & active listening skills
Exceptional verbal/written communication, project management & organizational skills
Proven ability to coach team members in building and improving planning, organization, and communication skills
Excellent ability to multi-task and manage a large team while ensuring attention to detail
Ability to handle tough situations with clear communication, positive attitude, constructive criticism & guidance, and creative solutions
Minimum of Bachelor’s degree in Management, Business, Communications, Instructional Leadership and/or equivalent combination of experience and education that enables performance for this position.
Ability to work a variable schedule with willingness to travel 25- 40% during peak periods
Desired:
Proven ability to coach team members on training delivery & new technologies & methodologies
Proven ability to guide creation of supporting content (e.g. handouts & exercises) to support the team and our customers
Experience incorporating change management principles into training programs to promote adoption & minimize resistance
Be Human With Us:
Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us.
What We Offer:
When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:
Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and Founders Club- open to all Titans.
Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 80% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to Headspace, Galileo, One Medical, Ginger and more.
Support for Titans at all stages of life: Parental leave and support, up to $20k in adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more.
At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.