Manager Training Services

This position manages customer training activities to ensure customers are knowledgeable of purchased software products. Owns the creation and implementation of training programs including consistent review and documentation for product changes. This role is also responsible for ensuring that trainers are qualified and prepared to perform training functions across all company products and services.

• Manages training programs and trainers .Plans and maintains training schedules. . Evaluates current training programs and implements improvements . Selects and assigns appropriate trainers. Serves as an escalation point for issues, resolves conflicts involving scheduling, resources, or technical issues. . Prepares and submits weekly project status reports; prepares monthly reports outlining team assignments and/or changes, project status changes . Keeps informed of and maintains proficiency with all company products. Manages team budget expenses and reporting. Tracks use of company time (PTO) and adherence to policies.
• Manages personnel activities of staff (i.e., hires, trains, appraises, rewards, motivates, disciplines, recommends termination as necessary, etc.) . Ensures subordinate instructors are properly supervised for quality customer training. . Maximizes customer satisfaction with products. Keeps up to date on contractor pool, needs, and assessments (i.e., hires, trains, appraises, rewards, motivates, disciplines, recommends termination as necessary, etc.).
• Daily Interfaces with other products and services departments, as well as Sales, Accounting, Human Resources and Product Development as necessary. Weekly Communicates with customers to assess customer satisfaction level with training services and products. . Helps ensure that training programs are developed and meet customers' needs by getting input from Customer Support, Marketing and Development on customer training needs and desires. Participates monthly in direct customer and sales support as necessary.
• Work with business partners to create collaborative customer-centric training solutions that support Follett initiatives. Monitor Partner Portal to ensure accuracy of posted information and documentation. Coordinate with other Professional Learning associates on projects needing design and development for creation of training delivery materials. Develop and execute project plans associated with Training Services operational needs. Oversees collaboration with account managers and trainers to ensure proper coordination and execution of training.

• Bachelors degree or equivalent experience
• 3-5 years of related experience
• Previous management experience a plus