Customer Success Training Manager Lisboa

Customer Success Training Manager
Lisboa
Lisboa, Lisboa, Portugal

Join to apply for the Customer Success Enablement Manager role at Zendesk.

The Customer Success Strategy Team is responsible for training Zendesk's Global Customer Success Team on key tools, processes, and product knowledge. We also measure the effectiveness of enablement
- learning. As part of the Customer Experience team, we focus on process, technology, and enablement of the Customer Success Team.

We are seeking a highly organized and skilled Customer Success Enablement Manager to join our global team. This role involves designing, developing, and implementing training programs that equip our Customer Success Team with the necessary knowledge and skills to deliver outstanding service. Collaboration with stakeholders is essential to ensure teams are prepared to meet customer needs and drive product adoption.

Note: This role will be based in Portugal on a hybrid model.

In This Role You Will

• Develop and deliver training programs on product knowledge, customer engagement, and support best practices.
• Create engaging training materials, including presentations,
  - learning modules, and documentation.
• Lead live enablement sessions and certifications, ensuring alignment with business needs.
• Administer assessments and certifications, providing feedback.
• Manage logistics for enablement programs and coordinate with SMEs.
• Maintain and update training materials for live and e
  Learning platforms.
• Continuously improve content to meet evolving needs.
• Engage with team members, monitor progress, and follow up to ensure engagement.
• Track KPIs to measure program effectiveness using qualitative and quantitative data.
• Align programs with business goals and identify areas for improvement.
• Partner with SMEs and other teams for content alignment.
• Participate in team initiatives and larger training events.

You Must Have

• 3-6 years experience in training and development.
• Fluent in English (written and spoken).
• Excellent communication and presentation skills.
• Proficient with learning technologies and virtual facilitation tools.
• Understanding of adult learning principles and instructional design.
• Strong organizational and time management skills.
• Ability to adapt training styles to learner needs.
• Passion for continuous learning.
• Customer Success, Saa
  S, or CCaa
  S experience preferred.
• Gainsight experience preferred.

If you are motivated and passionate about delivering impactful training, we invite you to apply. Join us and contribute to our growth and success.

This role offers a hybrid work model, with
- office attendance required part of the week, specific schedule to be determined by the hiring manager.

The Zendesk Culture

Zendesk aims to bring calm to customer service chaos, powering billions of conversations worldwide. We value diversity, equity, and inclusion, and are committed to providing a fulfilling and inclusive work environment. We offer reasonable accommodations for applicants with disabilities.