Key Responsibilities: What Does a Customer Success Trainer Do?
A customer success trainer or coach is responsible for aligning the entire customer success team, and often other departments, on the same goals, values, and customer-centric mindset.
Disconnects between product, support, sales, and customer success are common in a typical organization. Having one person responsible for this is not just a smart idea, it’s a must for large businesses that wish to efficiently scale customer success. The customer success training specialist is the one to do that, making sure all the training materials, all the people, all the internal processes, and all marketing communications are on the same page.
- Planning, creating, and holding training programs and processes designed to align the organization with its core, customer-centric values.
- Planning and creating relevant training materials (for respective programs and other uses such as customer education) using a variety of media and communication tactics.
- Training and coaching new Customer Success team members on their job and responsibilities, along with CS best practices.
- Developing internal training solutions through collaboration with other departments like marketing and product (such as video libraries, knowledge base website sections, and others).
- Ensuring all materials, programs, and solutions for training are up-to-date and relevant to current business practices and market standards.
- Collaborating with the entire CS team and other stakeholders to optimize and refine the training curriculum.
- Communicating the overall performance of training initiatives by selecting the most relevant metrics, then tracking and monitoring them to compile reports.
Skills and Competencies
Here are the necessary skills to be a good Customer success trainining specialist rep:
- Minimum of 1 year of training and coaching experience, and 1-2 years of customer success experience, with relevant CS courses and training.
- High emotional intelligence and empathy skills.
- Strong verbal and written communication skills.
- Expert public speaking skills.
- A highly organized approach to content and training processes. Project management skills and completed courses are nice to have.
- Advanced IT&C knowledge and capabilities to create, present, and distribute training materials. The ability to learn new software tools on the job is also necessary.
Good Training Materials and ProgramsHere is a list of articles, guides, courses, and other resources that provide good training for professionals in this position:
Potential Roles to Grow into
If you’re starting from this position, here are some roles you can consider in the future: