As the Manager of Customer Training at Virtuous, your role involves leading a talented team focused on providing thorough training sessions for our nonprofit clients. You'll oversee the development of training content, ensure training delivery is consistent, and maintain an optimal training schedule. By leveraging your skills in instructional design and adult learning theory, you'll help nonprofits better understand and utilize our software solutions. This position allows you to be a key part of our mission to foster global generosity through education.

Candidates for the Manager of Customer Training position at Virtuous should have 2-3 years of management experience, along with a background in instructional design or education. Additionally, experience in technical training delivery and a strong understanding of adult learning principles are essential. The ideal candidate will also possess excellent organizational and communication skills, enabling them to effectively collaborate across teams and create impactful training experiences.

Yes! While we prefer candidates who can occasionally work in our offices located in downtown Phoenix, AZ, or Plano, TX with a hybrid schedule (3 days a week), we are open to remote applicants throughout the United States. This flexibility allows qualified individuals to contribute to our mission of empowering nonprofits from anywhere.

At Virtuous, we recognize the importance of continuous learning and professional growth. As the Manager of Customer Training, you'll have access to targeted training and mentorship programs designed to enhance your skills and enrich your team's performance. You'll also contribute to setting quarterly goals for your team using tools like Lattice, ensuring that everyone is aligned with the company's objectives and values.

In the role of Manager of Customer Training at Virtuous, you’ll utilize a variety of software tools designed to enhance operational efficiency and reporting accuracy. Key tools include Zoom for training sessions, Notion for document organization, Rocketlane for project collaboration, and ChurnZero to monitor customer engagement. Mastery of these tools will empower you to lead your team effectively and maintain high-quality training standards.

Virtuous thrives on a culture of radical generosity and community engagement. As the Manager of Customer Training, you'll join a team that promotes curiosity, open feedback, and celebrates each other’s victories. Our work environment encourages collaboration and communication, ensuring everyone feels valued and motivated. We know that having fun while making a difference is essential, which is why we keep a lively, enjoyable workplace.

As the Manager of Customer Training at Virtuous, you will be expected to guide your team in delivering a minimum of 12 hours of training weekly to ensure high utilization. Alongside this, you will use data and reporting to evaluate training success, identify improvement areas, and make strategic adjustments as necessary, all while fostering a culture of continuous learning within your team.

To ensure quality and consistency in training delivery, I focus on creating a robust training curriculum that aligns with adult learning principles. I regularly review and update training content alongside my team and provide them with constructive feedback. Additionally, I implement a feedback loop where participants can share their insights on the training sessions, which allows me to iterate and enhance our programs continually.

My management style is collaborative and supportive. I believe in empowering my team members by setting clear expectations and encouraging open communication. To motivate my team, I celebrate their successes and provide opportunities for personal and professional development. This creates an environment where team members feel valued and inspired to excel.

I stay updated with industry trends by actively participating in relevant training seminars, workshops, and online forums. I also subscribe to leading nonprofit publications and engage with communities on social media platforms. Networking with other professionals in the nonprofit training space is another crucial aspect, as it exposes me to best practices and innovative approaches in the field.

When developing a training program for new software features, I start by collaborating closely with the product development team to gain insights into the features and their benefits. Then, I would design a structured training plan that includes hands-on training sessions, supporting documentation, and video tutorials to cater to different learning styles. Continuous feedback from initial training sessions helps refine the program further.

I have 2-3 years of experience in instructional design, where I've worked on creating training materials and resources for various audiences. My approach is rooted in understanding adult learning theories, which guide me in creating engaging and effective training experiences. I've utilized various methodologies, including blended learning and experiential learning, to enhance retention and application of knowledge.

In a fast-paced environment, managing conflicting priorities requires strong organizational skills and clear communication. I begin by assessing the urgency and importance of each task, then I prioritize based on deadlines and team capacities. Regular check-ins with my team also help in adjusting workloads and ensuring alignment in our objectives.

I assess the effectiveness of training programs through participant feedback, follow-up evaluations, and performance metrics. Using surveys and quizzes allows me to gauge knowledge retention, while tracking user engagement and application of skills post-training gives insight into the impact of our curriculum. Continuous improvement is a focal point, so I adjust training strategies based on the data collected.

Throughout my career, I've engaged in several collaborative projects with cross-functional teams. Working closely with product development, marketing, and customer support teams has taught me the importance of clear communication and shared goals. I ensure that all stakeholders are kept informed of progress and that their input is incorporated into our training initiatives, fostering a unified approach to customer success.

I encourage knowledge sharing within my team by creating a culture of learning and openness. I facilitate regular team meetings where members can share insights from training sessions or industry findings. I also implement peer mentorship programs, where team members can learn from each other’s expertise, enhancing both individual and collective growth.

In such situations, I first ensure to create a safe and supportive environment where participants feel comfortable expressing their challenges. I would then take the time to assess which aspects of the material are unclear and offer additional resources or one-on-one assistance to reinforce understanding. Adapting my teaching approach to better meet their learning style can also be key in helping them succeed.