Customer Success Learning Partner Customer Service

25% 1-Year Employee Growth Rate | 47% 2-Year Employee Growth Rate | LinkedIn | $100.5M Venture Funding

What Is Employee Growth Rate & Why Is It Important?

Overview

HubSpot’s Learning and Development Team is seeking a Learning Partner to support our Global Customer Success Team. Based remotely in North America, you will have the opportunity to partner with global Customer Success Leadership and our Customer Success Enablement Team to create learning experiences and programs that address the needs and opportunities facing this critical team.

In this role, you will  also be responsible for facilitating and evolving our Americas (AMER) Customer Success Onboarding program. This program helps all members of our AMER Customer Success team to prepare to hit the ground running in their new roles. As part of this work, you will identify opportunities to drive continuous improvement of the onboarding program, design and implement innovative learning experiences, and enable Customer Success employees in the Americas (AMER) to apply new skills and knowledge during their first X months at the company.

In this role you will:

• Coordinate and continuously improve the onboarding programming for our AMER Customer Success teams (based in Portsmouth, NH, Bogota, Colombia, Cambridge, MA, San Francisco, CA & Remote), to ensure achievement of Customer Success onboarding goals.
• Facilitate selected modules as part of the AMER Customer Success onboarding program, in conjunction with Subject Matter Experts from Customer Success.
• Identify skill gaps and priority development areas in partnership with Customer Success Enablement using all available data.
• Conduct instructional research and analysis on learner experience and performance, learning deeply about Customer Success learner personas.
• Create and curate engaging, effective course content, resources and programs with support from Customer Success Subject Matter Experts and the global L&D team. This will also involve supporting the rollout of global L&D initiatives.
• Apply tested instructional design theories, practices and methods to learning interventions.
• Develop assessment and impact measurement instruments that measure learner performance during and after their initial onboarding period.
• Create a remarkable and inclusive onboarding experience alongside members of the L&D team.
• Regularly attend Customer Success team meetings, understand priorities, and listen to the voice of the customer to ensure programming remains relevant to the needs of all stakeholders.

Our ideal candidate has:

• Passion for developing and coaching others
• Experience with facilitating training
• Customer facing experience – particularly in a customer success capacity – and a proven track record of success
• Strong business partnership experience; ability to successfully collaborate with multiple global stakeholders to achieve organizational goals
• Proven working experience in instructional design
• Knowledge of learning theories and instructional design models
• Lesson and curriculum planning skills
• Strong organizational skills, with experience juggling multiple deadlines, quick turnarounds and working in a fast-paced environment
• Knowledge of course development software overall and at least one Learning Management System
• Ability to write effective copy, instructional text, audio scripts/video scripts

Desirable, although not required:

• Visual design skills (Photoshop, Illustrator) and ability to storyboard
• BS or MA degree in instructional design, educational technology or similar

Tagged as: 501+ Employees, Venture Funded