Training and Documentation Manager

Redwood City, CA; Chicago, IL
Customer Success
Training and Documentation Manager

As the requirements for better enabling customers to utilize our growing set of solutions grow, so does the need for a more comprehensive training and documentation function. The Training and Documentation Manager will lead and maintain a highly effective team delivering customer-facing product documentation and training material in lock step with product releases. The person in this position will be accountable for both the strategy and execution of the Training and Documentation agenda at OpenGov.

Key responsibilities

+ Develop the training and documentation strategy and keep it fresh and updated over time
+ Develop the training and documentation curriculum and the plan to deliver on it over coming year
+ Develop and maintain the project plan to develop the needed training and documentation material and report on that to management
+ Direct the utilization of cutting edge methods and technology to make the content available, understandable, and usable
+ Conduct training needs analysis
+ Be responsible for creating and delivering on project plans for area of responsibility including driving team members to deliver best-in-class documentation in accordance with product release schedules
+ Coordinate with Product and Marketing teams activities related to the planning, development, delivery and organization of training programs
+ Coordinate with CSM, PS and Support, activities related to the planning, development, delivery and organization of training programs including field-based training and online learning programsImplement training schedule and manage organization of sessions/workshops
+ Author technical documents (in a multitude of formats: PDF, PPT, video, web notes, community messages, etc.) on common issues and solutions in order to build the knowledge baseCoordinate delivery of monthly release webinarsTrain clients how to use our product in order to maximize the value they get out of their investment with us
+ Partner as a proactive resource to staff, providing coaching to staff during training and in-between sessions.
+ Formulate teaching outline and collaborate on instructional methods such as individual training, group instruction, lectures, demonstrations, conferences, meetings and workshops.
+ Create evaluations of trainings to be provided after all sessions, tracking effectiveness and messaging and make recommended refinements and feedback to operational staff.

Key Metrics to Evaluate Success of Position

Value to Customers:
- Number of Training and Documentation artifacts available
- Quality of Training and Documentation artifacts available
- Number of Training and Documentation artifacts used by customers
- Satisfaction of customers from Training and Documentation artifacts
- Satisfaction/feedback from internal team members of Training and Documentation artifacts
- Increased/improved product usage by customers

Value to OpenGov:
Productivity increase by team members due to Training and Documentation artifacts Revenue obtained by TrainingPractice

- Maintenance of Training and Documentation strategy and project plan
- Evaluate and determine best LMS for OpenGov needs
- Establish framework for training certifications

- 4 years training experience
- Bachelor’s degree in related field (Communications, HR, Training, Education, OD) or equivalent experience
- Strong experience with Learning Management Systems Strong experience with learning evaluations and modern eLearning design and methodology Instructor-led (in person and virtual) training and eLearning experience
- Strong comfort with technology and learning technology solutions
- Demonstrates a comprehensive understanding of the services OpenGov provides its clients
- Demonstrates strong communication skills including written, verbal, interpersonal, and presentations
- Demonstrated ability to effectively research and develop contentExperience with client interface, especially experience in an on-site environment
- Awareness of organizational culture differences
- Demonstrates problem solving, critical thinking, organizational skills
- Proactive, solutions-oriented leadership and experience with coaching and mentoring
- Detail and results oriented; able to work well under deadlines

Preferred Qualifications
- Working knowledge of accounting and budgeting principles;
- Master’s degree in related field
- PHR, SPHR or GPHR certifications