Training Manager leading Genetec’s Americas technical learning organization. Driving trainer development, regional delivery strategy, customer outcomes, and continuous learning improvements.
About the role
- Customer Education Lead building CoLab Academy and scalable customer learning programs. Supporting adoption of CoLab’s AI-powered engineering design review software.
Responsibilities
- Map CoLab's customer audiences and identify learning needs
- Use product usage data, support ticket trends, and CSM feedback to identify education priorities
- Translate customer friction into learning priorities with Customer Success, Solutions Engineering, and Implementation teams
- Create onboarding and enablement materials including videos, guides, templates, and self-paced modules
- Design interactive learning paths, assessments, certification exams, and CoLab Academy curriculum
- Evaluate, select, and implement an LMS or content hub
- Define content creation, review, maintenance, version-control, and release-aligned update processes
- Build learner, Customer Success, and Product feedback loops
- Develop peer learning, customer community, and knowledge-sharing programs
- Define the balance between live implementation delivery and self-serve education
- Address onboarding friction to accelerate time-to-value
- Measure content impact on customer health, activation, feature adoption, and renewals; iterate based on data
- Equip CSMs and CSEs with materials for consistent messaging and reduced one-to-one training
- Create internal enablement content for new features and use cases
- Partner with Product Marketing on feature launches and release-ready education content
Requirements
- 3+ years in instructional design, customer education, or enablement at a B2B SaaS company
- Experience creating customer-facing content that drives measurable adoption
- Demonstrated success linking education programs to business outcomes (adoption, time-to-value, renewals)
- Strong project management and collaboration skills across Customer Success, Product, and Marketing
- Excellent writing, organization, and presentation skills
- Experience with technical B2B products, especially engineering tools (CAD, PLM, DevOps, etc.) (nice to have)
- Hands-on experience with LMS platforms (e.g., Skilljar, Docebo, Thought Industries) or course authoring tools (e.g., Articulate Rise, Camtasia, Adobe Creative Suite) (nice to have)
- Proven ability to design for scale, blending asynchronous and live learning formats (nice to have)
- Background in customer marketing, enablement, or customer community (nice to have)
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Degree requirement
No Education Requirement
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