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Director of Customer Training
Ref No.: 18-07203
Location: New York, New York
Title: Director of Customer Training
Location: New York, NY
 
Seeking a dynamic and tech-savvy Director of Customer Training to design, build, and deliver a suite of best-in-class enterprise training programs and solutions for customers of a data-driven creative technology platform.

The Director of Customer Training position is an excellent opportunity for someone with experience in developing and delivering customer training programs and managing engagements/resources to:
  • Lead a new function and build a collection of internal and external training and certification offerings
  • Play a critical role in the success and satisfaction of new customers to the platform
  • Work with next generation marketing technology and techniques
 
The ideal candidate is seeking a challenging and rewarding work environment with the opportunity
to bring significant value to the team and our customers. You should thrive in a dynamic
environment, possess outstanding organizational and communication skills, be a self-starter and
be highly customer service-oriented.
 
Primary Job Functions:
  • Design and build scalable programs to onboard and train customers to use a suite of data-driven creative technology tools and ad serving platform.
  • Develop partner-specific material as needed.
  • Work closely with cross-functional teams to define and develop training offerings & packaged programs. Evolve existing training materials into enterprise-grade curricula and programs.
  • Initially deliver onboarding programs directly (in-person and webinars) as an individual contributor.
  • Leverage materials built for clients to be used for internal training as well.
  • Create pre-recorded training and educational content for a customer-facing training portal to supports online, self-help program delivery and FAQs.
  • Build and manage a corporate certification program to establish an ecosystem of formally credentialed professionals.
  • Ensure programs are delivered with the highest quality to build customer confidence, satisfaction, and trust.
  • Evaluate and improve program effectiveness through measurement, testing and customer feedback.
  • Capture and provide customer feedback to Product and related groups regarding platform issues/concerns and new features/enhancements.
  • Hold office hours for internal teams on advanced training topics.
 
Required Skills:
  • 4+ years of experience developing and managing customer training programs for technology platforms, across multiple delivery media (eLearning and instructor-led training). Ideally have built such programs from the ground up.
  • Experience translating customer business requirements into applicable training curricula, tailored to varying end-user roles.
  • Experience managing logistics for customer onsite programs.
  • Experience with course authoring and content delivery tools, and usage tracking systems.
  • Prefer experience with training program-related staffing & resource management.
  • Familiarity with basic web design using HTML and CSS a plus to allow for content development in a potential Learning Management System
 
Skills:
  • Outstanding written skills, with high attention to detail.
  • Highly articulate in verbal communications, with ability to present to all levels and audiences.
  • Highly customer service-oriented.
  • Strong organizational, planning & time management skills.
  • Strong leadership skills with hands-on experience as an individual contributor, and ideally with building and leading teams.
  • Able to manage multiple projects simultaneously with cross-functional teams.
  • Ability to prioritize activities, advocate courses of action, pursue consistently to completion and clearly communicate results.
  • Highly self-motivated and able to work and make decisions independently.
  • Flexible and responsive to dynamic situations and changing priorities.
  • Eagerness to get hands-on to figure out how things work.
  • Entrepreneurial drive to build a program that will have a major impact on the company's success; willingness to roll up sleeves to help make programs and customers successful.
  • Ability to travel to domestic customer locations as needed (travel needs may be heavier to start, diminishing with establishment of regional team resources).
 
Industry Experience:
  • Experience with online advertising and/or marketing technology preferred.
  • Comfortable developing & leading training sessions about creative technology and ad operations tools, with support from internal subject-matter experts.
  • Experience at or working with an agency or marketing services firm, a plus.
 


NTT DATA Services is a leading IT services provider and global innovation partner with 130,000 professionals based in over 50 countries. NTT DATA  recently acquired Dell Services.  NTT DATA Services emphasizes long-term commitment and combines global reach and local intimacy to provide premier professional services, including consulting, application services, business process, IT outsourcing, and cloud-based solutions. We are a part of NTT Group, one of the world's largest technology services companies, generating more than $100 billion in annual revenues and partner to 80% of the Fortune 100. Visit www.nttdataservices.com to learn how our consultants, projects, managed services, and outsourcing engagements deliver value for a wide range of businesses and government agencies.
 
The Company is an equal opportunity employer and makes employment decisions on the basis of merit and business needs.  The Company will consider all qualified applicants for employment without regard to race, color, religious creed, citizenship, national origin, ancestry, age, sex, sexual orientation, genetic information, physical or mental disability, veteran or marital status, or any other class protected by law.  To comply with applicable laws ensuring equal employment opportunities to qualified individuals with a disability, the Company will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee unless undue hardship to the Company would result.