Technical Support Training Manager

Description

We are seeking a highly motivated, technical, and experienced Customer Success Training Manager to join our Enablement team. This role will focus on building, delivering, and maintaining world-class training content for our Customer Success team. You will work closely with Customer Success leadership, Technical Enablement, Product Management, R&D and other cross-functional teams to ensure our Customer Success Managers (CSMs), Customer Success Engineers (CSEs), and Professional Services Engineers (PSEs) have the skills, knowledge, and tools needed to drive customer adoption, retention, and satisfaction.

Key Responsibilities

Training Program Design & Delivery

• Develop, implement, and scale training content for the Customer Success team, covering onboarding product knowledge,NPI, issue identification, troubleshooting, and customer engagement best practices.
• Facilitate live training sessions, webinars, and workshops that drive engagement and learning retention.
• Partner with Subject Matter Experts (SMEs) to create content that is accurate, relevant, and practical.

Curriculum & Content Management

• Maintain a library of up-to-date learning materials, playbooks, and certifications aligned with business goals.
• Utilize the Learning Management System (LMS) to track progress and completion.
• Continuously update content to reflect new product releases, process changes, and industry best practices.

Stakeholder Collaboration

• Collaborate with the Technical Enablement & Customer Success Leadership to identify skill gaps and prioritize enablement initiatives.
• Partner Product Management, Office of CTO, Customer Success, and Technical Enablement team to ensure alignment across the customer journey.
• Gather feedback from all stakeholders to measure training effectiveness and iterate as needed .

Performance Measurement & Optimization

• Establish metrics and KPIs to evaluate the success of training programs (e.g., ramp time, customer health improvements, NPS, renewal rates).
• Analyze performance data and recommend improvements to drive measurable business outcomes.

Qualifications

• Proven track record in designing and delivering effective training programs for customer-facing teams.
• Experience with highly technical support procedures in similar industries to VAST Data
• Strong facilitation and presentation skills, both virtual and in-person.
• Excellent written communication and instructional design capabilities.
• Familiarity with LMS platforms, adult learning principles, and training evaluation methods.
• Demonstrated the ability to work cross-functionally, manage multiple priorities, and drive initiatives independently.
• Background in Customer Success, Professional Services, Support, Enablement, Learning & Development, or a similar field.

Technical Skills

• Solid understanding of virtualization and containerization technologies, including VMware and Docker.
• Advanced Networking, switch configuration and troubleshooting.
• Excellent analytical and problem-solving skills.
• Knowledge of data storage technologies, such as SAN, NAS, DAS, and cloud storage.
• Proficient in bash scripting is required; must be familiar with at least one additional programming language
• Must have hands-on lab and hardware management experience.
• Willingness to travel up to 30%