Manager, Training

Description The Manager of Training is responsible for defining, implementing, and continuously improving the department’s training strategy to support client onboarding, adoption, and long-term success. This role leads and manages the Training team, ensuring scalable, high-quality learning programs aligned with business objectives, client needs, and SaaS best practices. This includes managing risks, issues, and changes to ensure successful and timely execution. The Manager of Training partners cross-functionally with Client Success, Sales, Product, and Marketing to deliver impactful learning initiatives that enhance engagement, satisfaction, and retention. This role also oversees Learning Management System (LMS) strategy and optimization, leveraging data and insights to measure effectiveness, drive continuous improvement, and enhance the learner experience. Job Responsibilities

• Partner with senior leadership to translate business objectives into scalable learning solutions, leveraging modern learning methodologies and industry best practices to plan and execute high impact training initiatives.
• Develop a high-tech and streamlined training program to ensure successful client onboarding and continued success.
• Provide functional, technical, and process leadership by designing, developing, and coordinating learning programs that enhance client satisfaction and long-term retention.
• Manage all aspects of the Training team to ensure all programs are aligned to and directly support the achievement of strategic goals and objectives.
• Manage resource allocation and project timelines to ensure efficient program execution.
• Demonstrate a functional acumen to support how learning solutions will address client goals while maintaining alignment with industry best practices.
• Research best practices within and outside the organization to establish benchmark data and use continuous process improvement disciplines to achieve results.
• Work with senior team members to create unique training curriculums to address the needs and expectations of large corporate enterprises and firms.
• Assist the Director, Training with all capacity planning and staffing initiatives and reporting
• Define department metrics and measurements; ensure OKRs are met.
• Manage establishing practices, templates, policies, tools, and partnerships to expand and mature these capabilities for the Training team.
• Continue professional development to stay abreast of emerging technologies, methods, and best practices in the software learning industry.
• Oversee the optimization of the Learning Management System (LMS).
• Partner with other members of the team in the creation of high‑impact learning content.
• Introduce innovative learning technologies, including LMS enhancements, blended learning, microlearning, and virtual training, to improve user engagement and retention.
• Ensure all training materials are current, relevant, and compliant with regulatory or industry standards.
• Regularly review training program feedback (surveys, team members, etc) to determine improvements or enhancements aimed at reducing future occurrences.
• Participate in vendor proof of concept sessions and meetings when researching new technology for the Training team.
• Evaluate the effectiveness of learning programs and delivery methods, identify opportunities for enhancement, and drive changes to strengthen facilitation quality and ensure training initiatives meet business needs.
• Work closely with the team to support their professional development and coach them in delivering effective, consistent, and engaging training experiences.
• Establish KPIs and performance metrics to measure training effectiveness, ROI, and impact on business outcomes.
• Analyze learning data to identify trends, optimize programs, and inform strategic decisions.
• Implement continuous improvement processes to refine training content, delivery, and learner experience.
• Collaborate across product, client‑facing, and key organizational teams to identify high‑impact training initiatives and ensure they align with company priorities, mission, and growth goals.
• Coordinate with Marketing to ensure our program improvements are communicated to internal and external clients as needed.
• Lead, coach, and develop team members, conduct performance reviews, and ensure effective onboarding of new team members.
• Provide input into the Training Department's annual budget.
• Work creatively and analytically in a problem-solving environment, demonstrating teamwork, innovation, and excellence.
• Manage vendor relationships for live, instructor-led training sessions to ensure successful coordination and delivery of training services.
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