Oracle Training Lead for Customer Success Managers (CSM) in Bedford, Massachusetts
The Instructional Designer will produce the courseware to support the training programs defined by Program Managers. This includes conducting needs assessments to identify strategically aligned learning and development initiatives, designing and developing training courseware in a variety of delivery modes (e.g., instructor led training, self-paced training, virtual, blended), managing external vendors to collaborate in content creation, as well as providing input on measures regarding business impact and effectiveness of deployed learning solutions.
Create and trains staff on templates for design, develop, and deploy world class blended learning programs that are experiential, drive behavior change and increase performance within our global Sales business units. Develop learning curricula that align with learning and performance strategies with junior staff. Build and maintain valued relationship with key internal and external stakeholders. Develop assessment approaches that conform to global accreditation strategies and processes. Evaluate the business impact of learning programs through use of learning and performance metrics.
Having broad expertise or unique knowledge, uses skills to contribute to development of company objectives and principles and to achieve goals in creative and effective ways. Barriers to entry such as technical committee review exist at this level. Typically 12 plus years relevant experience in Sales and Sales Enablement plus knowledge in the Applications, Technology or Hardware sectors is needed. Coaching and Project Management experience across a variety of delivery mediums. Deep experience designing and developing learning programs across delivery mediums (mobile learning, e-learning, virtual learning, live simulation, and live classroom). Proficient in establishing learning and performance metrics and measurements (ROI & Benchmarking). Strong in building relationships and maintaining relationships. Experience in analyzing business needs and selling value to customers. Previous project/program management experience. Experience delivering facilitation, training, coaching and/or development of learning programs. Self starter with high energy, drive, enthusiasm, initiative, and commitment. Excellent communication, facilitation and persuasive skills, both written and verbal. Ability to build strong relationships and navigate through senior stakeholder discussions. Experience leveraging standard eLearning tools and web-based meeting tools. Team player. Leadership skills. Business travel of up to 30 percent annually may be expected of this position. Knowledge of Instructional design authoring tools preferred. Fluency in English, working knowledge of other languages is an asset. Bachelors Degree or equivalent experience.
We are looking for an experienced sales and support professional who is passionate about sales, customer service and successfully leverages this experience to create a global enablement standard for the Customer Success role. Ideally you will have 10 years of experience in sales or support/post-sales and demonstrativelearning developmentwith strong stakeholder management, a consultative approach and a good understanding of the process and requirements of the CSM role within a technology company. Experience in the post-sales process within a cloud company will be highly beneficial
You will be working with the global leadership team to assess and understand the current challenges that a CSM faces in order to create an enablement path that will successfully allow people in the role to be proficient in the tools, processes, skills and product knowledge they need to reach their potential and coach others.
The role is highly collaborative and will include partnering with sales leadership, the OSPA regional performance partners to understand the business requirements as well as the global program leads to be able to integrate all these aspects into a learning path.
There will be travel involved with both domestic and international assignments (approximately 20%).
Experience in managing, interacting and influencing senior level stakeholders
Consultative approach to identifying, assessing and prioritizing requirements
Strong communication (written and verbal), presentation and facilitation skills
Flexibility, agility and problem solving skills to operate in a dynamic environment
10 years professional sales and/or sales management experience/learning & development
Understanding of tools and methodologies in practice
Experience working with Instructional Designers and Developers
Build and maintain an enablement path for the CSM role that aligns the business needs and internal OSPA programs to ensure the global community is fully supported for tools and skills within the overall employee lifecycle
Engage and manage relationship with key stakeholders from global leadership by providing a platform for their input through a steering board on the creation and evolution of the enablement path for the role
Understand business requirements and KPIs and be able to transform and create an enablement strategy that effectively supports the metrics through gap and impact analysis
Work with internal OSPA groups to align, plan and execute delivery of the plan
Will be actively involved in the creation and updating of the training programs leveraging the expertise in the role and the business input from key stakeholders
Lead a global community for the CSM role that will encompass business stakeholders and regional partners
Drive adoption of new and existing sales methodologies, processes, systems and skills programs
Be the recognized point of contact for direction and specialist knowledge on the role-based training lifecycle to the CSM communities and other stakeholders
Link competencies and proficiency levels to curriculum and OSPA badging; defining what great looks like for the role through documented best practice and benchmarking
Ensure that training and enablement programs and initiatives meet the business needs of Managers and support their ability to lead and coach others on them
Degree level qualification minimum and relevant training qualifications would be an advantage.
Detailed Description and Job Requirements
The CSM role leader will be responsible for creating an enablement path for the community that encompasses all aspects of the role within the cycle of the employee. This means starting from the hiring/promotion of a new CSM in order to accelerate the time to reach optimum productivity, then working on the advancement and evolution and finally thinking about a promotion/next step for the role.
Within each of these steps, the role leader needs to understand the requirements for the different knowledge pillars. These pillars will be the tools & processes and the soft skills that are necessary to enable individuals to achieve the best performance.
In order to understand the learning needs for the CSM, the role leader will facilitate discussion with global leadership to understand the specific requirements and business priorities from the regions, translating this into an enablement path that successfully addresses them.
Will maintain a cadency of the discussion to continuously update and improve this learning path, evolving the model and presenting the results and actions that have been achieved. A key activity for this role will be to work with the global program leads to leverage and ensure that the OSPA learning portfolio reflects business needs, and that the path created effectively maximizes utilization of internal resources and learning programs.
This will be a leading contributor individually and as a team member, that will provide direction and mentoring to regional OSPA teams regarding the requirements of the role. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. The role should be recognized as a subject-matter expert within Oracle requiring excellent presentation, communication and writing skills. Ability to multi-task and superior time-management skills. Ability to handle diverse groups of employees, including an international audience. Ability to establish credibility and create confidence quickly and easily. Excellent organizational skills, ability to effectively prioritize and strong attention to detail to meet deadlines. Excellent verbal and written communication skills: particularly on needs analysis, positioning and business justification. Ability to persuade others through presentations, demonstrations, and written communication. Ability to travel as needed. A/BS degree or equivalent, advanced degree highly desirable.
: Yes, 20% of the Time
: Regular Employee Hire
: Day Job
Tentative Start Date: July 1, 2018
/Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law./
Title: Training Lead for Customer Success Managers (CSM)
Location: United States
Requisition ID: 18000PJ7