• Director, Customer Training

    Location US-NJ-Holmdel
    ID
    2018-4145
    # of Openings
    1
    Category
    Customer Operations
    Department
    Platform Success
    Posting Level
    Management
  • Overview

    Do you have a background in ATS or HRIS training? Are you experienced in instructional design? We’re looking for a seasoned leader and strategic problem-solver with a strong customer service orientation to join our team as our Director of Customer Training, where you’ll be responsible for defining the vision and setting the strategy for educating our customers on our products and services. In this role, you’ll serve as the key leader in the Platform Success organization, ensuring our customers and partners receive the necessary educational experiences to be able to realize initial value from our software quickly and maximize the value of our product over time. You’ll examine technical support cases and make recommendations regarding both process and product, identifying opportunities for automation, additional training, self-service, etc. We’re looking for someone who can bring fresh ideas to the table—someone who’s on the cutting-edge of training techniques. If you’re creative, content savvy and are eager to help us apply training to reduce case volume, let’s talk!

     

    iCIMS extends a work culture unlike any other East Coast-based technology provider. We focus on hiring candidates who display our seven core competencies: passion, drive, transparency, adaptability, empathy, kaizen and customer commitment. If you eat, sleep, and breathe our competencies and desire to work in a casual yet results-driven environment that embraces innovation, then you’re just what we’re looking for!

     

    iCIMS is a high-growth Software-as-a-Service (SaaS) company that’s routinely voted one of the Best Places to Work in New Jersey. We are the industry's premier recruitment software provider, delivering technology that supports approximately 4,000 contracted customers around the globe. Committed to both growth and stability, we have a lot of opportunities for career advancement within our organization. Come grow with us—apply today!

    Responsibilities

    • Establish and maintain a modern training program to offer continuous learning to keep customers up-to-date on new technologies and new features that are critical to driving customer success 
    • Evaluate existing training to the business and determine which assets to reuse, upgrade or remove  
    • Work closely with cross-functional teams to define and develop training offerings & packaged programs  
    • Act as the primary stakeholder for learning system administration and support 
    • Drive customer self-help abilities by building upon the current customer community 
    • Lead and coach the team structuring appropriate training and development and eliminating road blocks to team performance. 
    • Define KPI measurements for long-term customer success and implement processes to maintain strong customer health 
    • Analyzes client feedback and identifies areas of improvement and strength of the total customer training and community programs 
    • Ensure team establishes and follows a sustainable training model (classroom, e-learning, blended learning, tools) for customer success 
    • Conduct regular analysis meetings with Business Leaders to evaluate and update requirements for existing content/programs or need for new programs. 
    • Plan, evaluate, and improve the efficiency of functional training processes and procedures to enhance speed, quality, efficiency, output and customer satisfaction 
    • Consistently ensures that business is conducted with integrity at all times and that behavior aligns with iCIMS policies, procedures, and core competencies.

    Qualifications

    • Minimum of 5 years of iCIMS, HRIS, ATS training and/or other applicable industry experience with a minimum of 5 years of direct management of a team
    • Minimum of 5 years of experience in a Director or Senior Leadership role 
    • Experience in handling acquisitions preferred 
    • Proven ability to learn quickly and autonomously 
    • Previous experience working for a software or technology company a plus 
    • Computer literacy; proficiency with Microsoft Office (PowerPoint, Excel, Outlook) 
    • Excellent communication and interpersonal skills. Articulates thoughts and ideas clearly, concisely, and persuasively 
    • Ability to work effectively within a fast-paced, changing environment that is going through high growth 
    • A self-starter with the demonstrated ability to take initiative, who can proactively identify issues/opportunities and recommend actions 
    • Strong results orientation 
    • Demonstrated customer service orientation 
    • Strategic analysis/creative problem solving, business judgment and financial acumen are required 

    Education/Certifications/Licenses Required 

    • BA/BS is required  
    • Master’s preferred

     

     

    iCIMS is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other characteristic protected by law.

    Options

    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed

    Connect With Us!

    Not ready to apply? Connect with us for general consideration.