Job Description

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Job Category

Customer Success Group

Job Details

Were seeking an energetic, passionate and execution-focused individual committed to learning MuleSofts customer support & business processes while being responsible for scaling and delivering an exceptional onboarding and continued training experience for the Support team. A solid training & enablement program is essential as we look to transform and double the global presence of our Support organization this coming fiscal year. You will work closely with Support Delivery to ensure our Support Engineers are enabled to perform their daily work delivering world-class support to our customers. You will also be responsible for enabling customers on Support engagement. This role joins the Support Strategy & Operations team reporting to the Sr. Director and is a critical position in supporting MuleSofts continuing growth.

Responsibilities:

* Maintains an overall view of the teams strategic roadmap to ensure planning and execution of training & enablement initiatives are aligned against the organizations vision and priorities.

* Develop, implement, and conduct learning and development initiatives for technical/functional teams within the Support organization to deliver best-in-class technical and soft skills training enablement and onboarding, processes and policies.

* Provides continuous improvement for development and evolution of new and existing training to prepare Support Engineers with product knowledge for release readiness and job responsibilities.

* Collaborate with the team to create and maintain scalable training using presentations, written audio, and video deliverables working with product support specialists to onboard/train on products, support techniques, and customer service skills.

* Design and maintain learning and enablement tracks utilizing learning management platforms.

* Create and manage the enablement program for onboarding new customers and guiding existing customers on Support engagement.

* Timely and effective communications to stakeholders on training operations and initiatives.

* Support the implementation of various talent development programs and initiatives.

* Establish strong and trusted relationships with business stakeholders and technical partners.

Required Skills/Experience:

* 5+ years experience in management of a technical training team in an innovative, high-tech industry, with a proven ability to lead and deliver on strategic and tactical business objectives.

* Excellent verbal and written communication skills, especially in a technical training environment.

* Keen to roll up your sleeves and dive into establishing training methodologies and framework.

* Demonstrate strong problem solving skills, process-driven mindset, resourcefulness and ability to meet responsibilities with minimal direct supervision.

* Strong organizational skills, attention to detail, and ability to prioritize a varied workload with multiple stakeholders and shifting demands.

* Thrives on working under pressure in a dynamic environment and stays flexible through organizational growth and change.

* Extensive experience with instructional design theory and models for course design, instructor led virtual and in-person training, LMS, SCORM, and media editing for audio, video, and presentations.

* Technical background with an ability to understand various MuleSoft and Salesforce offerings and product features. High comfort level working with technical engineers.

* Ability to lead a team to effectively develop and achieve the desired performance outcomes (performance, teamwork, collaboration, KPI reporting/analysis, frameworks, daily management tasks, training & enablement strategies, etc.)

* A keen ability to support cross-functional projects and decisions. Gets energized from working within a team and cross-functionally to achieve the company's goals.

* Strong communicator with the ability to communicate with all levels of management and staff, and achieve positive outcomes by identifying common interests, clarifying differences, and achieving consensus or compromise.

* Accountable team player with a constructive attitude, problem-solving and customer success mindset able to work effectively in a fast-paced environment with a geographically dispersed team and service-oriented environment.

* Project Management certified.

For Colorado-based roles: Minimum annual salary of $99,200. You may also be offered a bonus, restricted stock units, and benefits. More details about our company benefits can be found at the following link: https://www.getsalesforcebenefits.com/

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