Technology Training Lead, Data Center Services
Elevate the customer journey by translating product insights into lasting relationships and harness your expertise in proactive collaborations, onboarding, and product evolution.
As a Customer Success Manager in Global Technology, Data Center Services you develop and maintain customer relationships that make our product value propositions a reality. Build and maintain strong relationships with our customers and understand their individual needs and goals as a core contributor of the team. As a Training Lead for Data Center Services, you will join a team responsible for all learning and development program needs of the organization. This team assesses developmental needs to drive training initiatives and identifies and arranges suitable training solutions for our employees. This position works within a global team that actively searches, creatively designs, and implements effective methods to educate, enhance and recognize performance. You will be an integral part of the team that drives the development of our employees’ skills to improve quality of work, productivity, positively impacting employee satisfaction and overall retention.
Job responsibilities
- Drives product adoption, expansion, and retention activities to maintain a healthy customer base
- Conducts regular and proactive account meetings to share best practices, provides use case demonstrations to illustrate key product functionality, communicates future releases, and gathers feedback on the impact the product and its features have on our customers’ business needs
- Guides customers through the onboarding process and sets up the product according to customer requirements, leveraging a deep understanding of our products and their capabilities, including new features and other enhancements
- Tracks key success metrics and provides data and feedback to the Product team to inform new features and priorities
- Work with the team to implement an internal training program, timeline, and procedures to fulfill those needs with the goal of rounding out all staff with a balanced training program across all Data Center Services
- Works in various technology domains utilized to support, train, and enhance the Data Center environment and staff Embracing leading-edge technologies and collaborate with peers across the globe to enhance our methodologies
- Uses specific skillsets based on team needs, long and short-term project planning, elicit collaboration and teamwork with all global teams to drive continuous improvement
- Adapts training style, when necessary, to account for different learning styles, foster collaborative healthy work environments that support growth while encompassing JPMC core values
- Mentors and Coaches on an ongoing basis
Required qualifications, capabilities, and skills.
- 5+ years of experience or equivalent expertise in customer success roles in product or technology
- Demonstrated ability to influence product adoption and customer retention
- Excellent communication and interpersonal skills with the ability to effectively engage and influence stakeholders across all levels
- Proven ability to learn new technologies and teach it to others
- Deliver an all-encompassing key skills / technical (industry standard) development program across all DCS functional areas.
- Coordinates internal facilitators or subject matter experts where possible to identify gaps/opportunities
- Conducts or facilitates training sessions where appropriate
- Obtains and /or develops effective training materials utilizing a variety of areas/groups
- Trains and coaches’ managers, supervisors and others involved in employee development efforts
- Plans, organizes, and facilitates employee training events
- Conducts follow-up studies of all completed training to evaluate and measure results
Preferred qualifications, capabilities, and skills
- Experience in a business to business (B2B) environment or as a colleague in a customer environment.
- Excellent verbal, written, and presentation/communication skills.
- Strong understanding of the training process.
- Adaptive in training approach to account for different learning styles and comfortable in leading large groups.
- Depth with a variety of multimedia training platforms and methods.
- Ability to evaluate and research training options and alternatives.
- Ability to design and implement effective training and development.
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