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About the Role

This role focuses on building, delivering, and maintaining world-class training content for the Customer Success team, ensuring CSMs, CSEs, and PSEs have the necessary skills and knowledge to drive customer adoption, retention, and satisfaction.

Responsibilities

• Develop, implement, and scale training content for the Customer Success team, covering onboarding product knowledge, NPI, issue identification, troubleshooting, and customer engagement best practices.
• Facilitate live training sessions, webinars, and workshops that drive engagement and learning retention.
• Partner with Subject Matter Experts (SMEs) to create accurate, relevant, and practical content.
• Maintain a library of up-to-date learning materials, playbooks, and certifications aligned with business goals.
• Utilize the Learning Management System (LMS) to track progress and completion.
• Continuously update content to reflect new product releases, process changes, and industry best practices.
• Collaborate with the Technical Enablement & Customer Success Leadership to identify skill gaps and prioritize enablement initiatives.
• Partner with Product Management, Office of CTO, Customer Success, and Technical Enablement team to ensure alignment across the customer journey.
• Gather feedback from all stakeholders to measure training effectiveness and iterate as needed.
• Establish metrics and KPIs to evaluate the success of training programs (e.g., ramp time, customer health improvements, NPS, renewal rates).
• Analyze performance data and recommend improvements to drive measurable business outcomes.

Requirements

• Proven track record in designing and delivering effective training programs for customer-facing teams.
• Experience with highly technical support procedures in similar industries to VAST Data.
• Strong facilitation and presentation skills, both virtual and in-person.
• Excellent written communication and instructional design capabilities.
• Familiarity with LMS platforms, adult learning principles, and training evaluation methods.
• Demonstrated ability to work cross-functionally, manage multiple priorities, and drive initiatives independently.
• Background in Customer Success, Professional Services, Support, Enablement, Learning & Development, or a similar field.

Skills

• Solid understanding of virtualization and containerization technologies, including VMware and Docker.
• Excellent analytical and problem-solving skills.
• Hands-on lab and hardware management experience (nice to have).