Training Team Lead (Client)
Job Description
About Us
Diligent is the global leader in modern governance, providing SaaS solutions across governance, risk, compliance, audit and ESG. Empowering more than 1 million users and 700,000 board members and leaders with a holistic view of their organization's GRC practices so they can make better decisions, faster.No matter the challenge.
At Diligent, you are an agent of positive change. You are joining a team of passionate, smart, creative people who not only want to help build thesoftware companyof the future, but who want to make the world a more sustainable, equitable and better place.Be a part of a global community on a mission to make a real impact.
Learn more at diligent.com.
Position Overview
As a Client Training Team Lead you will lead a regional training team whose mission is to ensure that customers get the most value from Diligent's platform. You will be responsible for leading a team that enables clients to efficiently utilize their purchased products in line with their business needs.Training is delivered most often online but there may be opportunities for in-person training as well as the opportunity to develop OnDemand materials.
This position will be engaged with all clients in the region, supporting the Implementation team with educating new clients as well as supporting the wider Customer Success organization with existing clients ongoing education.
If successful, you will lead a team of 6 and work as part of the Global Training Team who currently have 15 team members worldwide with 4 training specialists based in Bengaluru office, but this is likely to grow in the next 12 months. The team has a real passion for interacting with and helping customers to ensure they have an excellent and memorable experience.
Key Responsibilities:
- Manage day to day activities of the EMEA training team.
- Support Trainers with booking client training and managing larger training programs.
- Identify training needs prior to and during the training, via email and phone calls.
- Deliver engaging training to support team capacity.
- Drive product adoption by delivering feature specific software training in 1 to 1, small and large group settings and working with colleagues on targeted training opportunities.
- Create resources and learning content using professional tools such as iSpring, IORAD.
- Creating video content using professional tools such as Camtasia and Play.ht.
- Identify opportunities for potential lead generation during training.
- Collecting and managing feedback about training, the products and Diligent's services.
- Occasional travel for professional development, customer user workshops or corporate meetings required.
- Developing training process and standards for the global team as well as enabling the team to follow said processes.
- Other administrative processes such as logging training, reporting on outcomes and handling client requests and queries on Training.
- Assist manager with training leadership responsibilities when needed.
- Be an escalation point and assist the team in reporting customer feedback or concerns up to management.
- Act as liaison between multiple internal teams (services, sales operations, marketing, and sales).
- Assist in coaching, mentoring, and talent development of the training team.
Required Experience/Skills:
- 2 + years experience in a training role.
- 2+ years experience in a leadership role.
- Background in training, education or teaching preferably in the SAAS industry.
- Creativity is ingrained in our culture. We are innovative collaborators by nature. We thrive in exploring how things can be differently both in our internal processes and to help our clients
- We care about our people. Diligent offers a flexible work environment, global days of service, comprehensive health benefits, meeting free days, generous time off policy and wellness programs to name a few
- We have teams all over the world. We may be headquartered in New York City, but we have office hubs in Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, Singapore, and Sydney.
- Diversity is important to us. Growing, maintaining and promoting a diverse team is a top priority for us. We foster and encourage diversity through our Employee Resource Groups and provide access to resources and education to support the education of our team, facilitate dialogue, and foster understanding.
Diligent created the modern governance movement. Our world-changing idea is to empower leaders with the technology, insights and connections they need to drive greater impact and accountability to lead with purpose. Our employees are passionate, smart, and creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place.
Headquartered in New York, Diligent has offices in Washington D.C., Baltimore, London, Galway, Budapest, Vancouver, Bengaluru, Munich, and Sydney.
We are a drug free workplace. Diligent is proud to be an equal opportunity employer. We do not discriminate based on race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental disability, age, military status, protected veteran status, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws.
We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Diligent's EEO Policy and Know Your Rights. We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures.If you need assistance or an accommodation due to a disability, you may contact us at [Confidential Information].
To all recruitment agencies: Diligent does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias, Diligent employees or any other organization location. Diligent is not responsible for any fees related to unsolicited resumes.