|Job Description :
Notion are on a mission to make it possible for every person, team, and company to be able to tailor their software to solve any problem and take on any challenge. Computers may be our most powerful tools, but most of us can’t build or modify the software we use on them every day. At Notion, we want to change this with focus, design, and craft.
We’ve been working on this together since 2016, and have customers like Nike, Airbnb, Slack, Samsung and thousands more on this journey with us. Today, we’re growing fast and excited for new teammates to join us who are the best at what they do. We’re passionate about building a company as diverse and creative as the millions of people Notion reaches worldwide.
About the Role:
At Notion we care deeply about our customers and our mission. To truly make software toolmaking ubiquitous we need an enthusiastic, thoughtful training manager to join our team and instill a culture of excellence and customer centricity across all our user facing teams.
You will be surrounded by people who are smart, passionate about technology, and believe that world class support is critical to customer success.
The right individual will be passionate about customer experience and bringing learning & development strategies to life. You will be expected to thoughtfully assess current and future capability needs and develop learning systems to support our business objectives as we scale.
This role will report into the Global Head of Customer Experience and will be based in NYC. 40% of travel to be expected to SF, Dublin, Athens and the Philippines.
What You’ll Achieve:
Spend regular field time with CX, Product Operations, Vendor Operations and CX Leadership to understand pain points, building deliverables to help meet needs
Incorporate best practices of well-run enterprise sales cycles into regular and robust training programs to help our team get better at providing excellent customer support, selling, and move beyond “just getting better” at understanding the product
Research, propose, get buy-in and implement a new LMS to deliver training globally and at scale
Own company onboarding session for CX to ensure that all new Notion members understand the functioning and value of the CX organization
Keep track of the latest of CX trends and approaches to develop “Tips and Tricks” to keep our sales team on top of their game
Review and analyze pipeline, adoption, and performance data with our Sales and Revenue Operations leadership to identify problem areas and develop programs to tackle and resolve those areas
Work with CX and Revenue Operations leadership to plan impactful CX events and trainings, including annual revenue kickoff to ensure that we align, inspire, and educate the Notion CX teams
Create and oversee the production of knowledge documentation (wiki), instructional materials, and related training resources
Lead and facilitate trainings with our global support teams, adapting training delivery methods to class needs
Identify knowledge gaps through QA observations, focus groups, quality checks, and data analyses and propose specific training topics based on findings
Collaborate with vendor team and internal CX teams to lead continuous training improvements in the interest of improving learner experience
Assist with developing systems to ensure consistent brand, tone & voice representation across all Notion support channels
Skills and Toolset You’ll Need to Bring:
5+ years of experience working in a GTM Enablement or Training role at a B2B, high-growth SaaS company, coordinating projects (or events) and resources
Self-starter mentality with a high degree of follow through – can own and take tasks through to completion
Technically savvy with e-learning software (Articulate, Camtasia, or similar), Linkedin LMS (or similar), and conferencing tools.
A metrics-oriented mindset to track results, assess data, and make changes to learning strategy based on what the data is telling you
The ability to work autonomously, project manage yourself, but also collaborate across different timezones, teams and mediums
Strong instructional design and facilitation skills with the ability to positively engage and motivate all learners
Experience creating/editing resources and communication for knowledge transfer and skill development; includes collaborating with subject matter experts and department leads to write technical content
Nice to Haves:
Experience working in Customer Support in the SaaS industry – you understand the complexities of the SaaS world and know what it takes to keep our users happy!
Experience successfully setting up a Learning Management System from scratch
Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Notion.
Notion is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Notion considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Notion is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please let your recruiter know.