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Training Manager (Customer Support)

Location: Boston, Massachusetts, United States

Department: Customer Success

Job Details

Founded in 2018 in Dublin by experienced security engineers, Tines makes enterprise automation simple. Security and operations teams are too often stuck doing manual, repetitive tasks, and we want to change that. Tines is an automation platform designed to allow anyone to automate any manual task, regardless of complexity. No apps, plugins, or custom code required. With 1,000+ template options for common security actions, Tines is power and simplicity through direct integration with your existing tools.

Now a well-funded, early-stage start-up, Tines is backed by some of the world’s most respected investors and trusted by the world's leading security teams to streamline security automation work. We’re scaling quickly and building our team for the journey. We guarantee lots of challenges, growth and learning as well as the opportunity to be part of a world class team.

Our expanding Customer Support Engineering team is looking to hire a Training Manager who will be responsible for supporting our internal Customer Support Engineers and growing customer base. You will collaborate across multiple teams ( customer success, partner, sales and engineering ) in order to build the relevant resources and Tines content to ensure we deliver the optimum service and solutions to our existing Tines customers. You will develop, deliver, and maintain enablement programs and content to help the Tines Customer Support Engineering team acquire, maintain and grow these skills.

You will support the global Customer Support Engineering team in delivering world class customer services to Tines customers as we expand globally. 

What you will be doing:

  • Build, shape and create Tines courseware,  demo materials and client resources for the Customer Support Engineering team
  • Organize and maintain internal and external Customer Support content repositories and training/ customer on-boarding materials 
  • Collaborate closely with members of the Sales Enablement team to leverage best practices and programs and identifying gaps/needs for Customer Support training resources 
  • Continuously grow product and industry knowledge 
  • Designing Customer Support readiness tool-kits and Customer playbooks to support the on-boarding of new customers whilst assisting customers along their Tines journey 
  • Gathering and analyzing data from Salesforce.com and other tools to determine areas of improvement in the customer on-boarding process and also along the entire customer journey when using Tines software
  • Creating (defining, scoping, setting timelines, etc) and rolling out project plans for Customer Support Engineering programs you have created
  • Apply blended learning approaches and new technologies to help scale and engage training programs and initiatives 
  • Contribute to Customer Support resources and deliver meaningful product feedback as the voice of the customer to leadership and relevant internal teams
  • Proactively identify improvements to the product, identify bugs and otherwise determine high-impact opportunities to enhance the customer experience
  • Promotes Tines products and services to customers and prospective customers via evaluation of their service and support needs

 

What you bring with you:

  • A minimum of 3+ years of professional experience in a Customer Support / Technical Support / Customer Success  / Technical implementation or professional services role
  • Experience with technical enablement, learning & development, coaching, training curriculums or learning paths 
  • 2 + years experience either creating courseware / curriculum / customer on-boarding programs 
  • Excellent communication and storytelling skills with the ability to articulate concepts and clearly explain them to different audiences
  • Ability to work with multiple stakeholders to develop and manage relationships at all levels 
  • Experience enabling technical professionals in a SaaS environment
  • Passion for customer support and making existing customers successful
  • Experience with SaaS software  (IT Security is a bonus but not necessary) 
  • Strong Project management skills 
  • Experience with LMS beneficial but not required

Tines provides equal employment opportunities to all employees and applicants for employment without regard to sex, race, colour, ethnic or social origin, genetic features, language, religion or belief, political or any other opinion, membership of a national minority, property, birth, disability, age or sexual orientation.