Job Description

POSITION SUMMARY

As the Customer Success Program Lead, you will play a pivotal role in ensuring the success and effectiveness of our Customer Success programs and the outcomes for our team members. You will be responsible for developing and executing comprehensive programs aimed at equipping our Customer Success Professionals with the knowledge, skills, and tools necessary to deliver exceptional results and drive readiness.

This role will be based out of our Denver office at least one day a week.

KEY RESPONSIBILITIES

Develop and implement a program roadmap to enable team evolution and support the ongoing skill development of the Customer Success team.
Design and deliver engaging upskill programs, workshops, initiatives, activities, and blended learning resources tailored to the specific needs of a Customer Success team.
Collaborate closely with cross-functional teams, including Sales, Product, Marketing, and L&D, to ensure alignment and consistency in messaging, tooling, and approach.
Partner with internal SMEs to create and update program content and playbooks related to Product knowledge, best practices, industry trends, and customer engagement strategies
Work with leadership to establish KPIs that measure the effectiveness and impact of program initiatives and enablement, continuously iterating and improving programs based on dynamic feedback and results.
Act as a coach and mentor to Customer Success team members, reviewing and providing ongoing guidance to foster professional growth and development
Be ahead of emerging trends and innovative solutions in Customers Success and L&D, incorporating relevant insights and best practices into programs.

REQUIREMENTS

Bachelor's Degree in Business Administration, Education, or related field, or five years relevant experience developing and facilitating programs. Master's Degree preferred
Minimum three years of experience in Customer Success Operations, with a proven track record of driving initiatives, learning, and behavioral change
Strong background in program development, L&D, or Instructional Design with experience delivering programs and resources
Excellent communication and presentation skills, with the ability to effectively adapt and convey complex information to diverse audiences
Proven project management skills with the ability to prioritize and manage multiple initiatives simultaneously
Results-oriented mindset, with a focus on data-driven decision-making and willingness to incorporate feedback to make program improvements
Demonstrated abilities and passion for coaching and developing others
Proficiency in content authoring tools and other relevant technologies

Our job titles may span more than one career level. The base pay depends upon many factors, such as training, transferable skills, work experience, business needs, and market demands. The base pay range is subject to change and may be modified. This role is eligible for annual performance-based bonuses, flexible time off, health care benefits, retirement savings, and employee incentive plans.

GO FARTHER WITH VELOCITY

At Velocity Global, we're building a dream team made up of the world's best talent. We're looking for people like you to join us as we make opportunity borderless for people everywhere.

ABOUT VELOCITY GLOBAL

At Velocity Global, our values represent who we are and the company we want to be. We harness the power of our values to bring our unique talents together in pursuit of our common goals. In partnership with our customers and ourselves, we are better together, and together, we win.

We are dedicated to fostering diversity and inclusion across our organization, embracing the rich tapestry of cultures, backgrounds, and perspectives that our global team brings together in offices around the world. Velocity Global is an Equal Opportunity Employer committed to empowering individuals from all walks of life to achieve their professional goals with us, regardless of race, religion, gender, gender identity, pregnancy, disability, sexual orientation, age, national origin, citizenship status, or genetic information. We actively seek and encourage applications from diverse candidates, including those with disabilities, and offer accommodations throughout the selection process upon request.

Please refer to our present benefits offering here.

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