Sr Manager, Global Support Enablement at ActiveCampaign
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ActiveCampaign’s category-defining Customer Experience Automation Platform helps over 120,000 businesses in 170 countries meaningfully engage with their customers. The platform gives businesses of all sizes access to hundreds of pre-built automations that combine email marketing, marketing automation, CRM, and machine learning for powerful orchestration, segmentation and personalization across social, email, messaging, chat, and text. Over 70% of ActiveCampaign’s customers use its 300+ integrations including Shopify, Square, Facebook, Eventbrite, and Salesforce. ActiveCampaign scores higher in customer satisfaction than any other solution in both Marketing Automation and CRM All-In-One on G2.com.
As the fastest-growing SaaS company in Chicago, we are scaling rapidly to keep up with market demand. We are growing all of our teams and looking for people who share our values, deliver innovation frequently and join us in our mission to grow our customer base from 120,000 today to millions.
Reporting to the VP, Global Product Support, the Sr Manager, Global Support Enablement is responsible for designing and implementing the overall training, QA and knowledge management functions within our global technical support team. This position requires a strong, consultative leader with expertise in training, superb facilitation and instructional design and development skills, as well as a strong operational, results-focused orientation.
What your day could consist of:
- Develop and implement training and employee development programs that promote a knowledge sharing culture in a globally dispersed team environment
- Assess the learning/training needs and performance opportunities for the organization
- Proposes and develops programs to address specific needs and partners with business leaders to solve performance opportunities
- Develop new training programs by utilizing adult learning theory for overall training effectiveness
- Oversee the development and implementation of Knowledge-Centered Service (KCS®) methods and related tools to expand internal and external knowledge bases
- Design and implement a quality management program and tools that elevate the customer and rep experience
- Develop, implement and maintain coaching standards and program
- Design and develop employee engagement programs to maximize employee retention, career pathing, leadership development
- Design and implement skill certification programs and tools to promote expertise and career pathing
- Develop key relationships and works cross functionally to drive operational impact to the support organization in terms of process, policy, training and communication
- Provide a clear vision and mission for the training & QA teams aligned with organizational goals
- Recruit, guide and support team members, guiding them on standards, procedures, tools, etc. Help them succeed in delivering to a consistently high standard.
What is needed:
- 7+ years of work experience in the areas of training delivery, instructional design, and learning technology
- 5+ years of people management experience
- Bachelor’s degree or equivalent preferred
- Experience in working with and supporting SaaS products
- Proven track record of building and managing successful training functions
- An understanding of and ability to partner with cross-functional teams including marketing, customer education, sales, legal, engineering, and product management
- Comprehensive knowledge and proven experience with learner-centered, performance-based instructional theories, adult learning principles and technologies that support remote teams
- Demonstrated experience with measuring the effectiveness of training and presenting results to senior leaders
- Demonstrated excellence in written and verbal communication, change management, organizational skills and program and project management
- Able to adapt well to fast-paced and ambiguous environments with changing circumstances, direction, and strategy.
ActiveCampaign is an employee-first culture. We take care of our employees at work and outside of work. We'll share all the details later on but in summary: comprehensive health and wellness benefits including no premiums for employees on our HSA plan, open time off plan, generous 401(k) matching with no vesting, education budgets, ongoing learning and development, a proactive approach to diversity and inclusion, career pathing and lots of swag.
Check out more information on our benefits & perks here.
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