Director of Impact Training and Support

Action Squared | Remote | Permanent

Date Posted

02/25/22

Job Role

Client Services, Management

Organization Type

Nonprofit, Technology Provider

Location

Remote

Salary Range

$121,000+

How to Apply

Director of Impact Training and Support

Action Squared | Remote | Permanent

Position Summary

The Director of Impact Training and Support will lead our partner success team to create new and innovative ways to help our users generate more impact and create partnerships throughout the movement around using technology to build power. We provide timely support and ongoing trainings and are looking to improve those efforts and build new ones. The Director will work closely with our internal team on strategic plans, and they will create partnerships with outside training and capacity-building programs to share lessons with our movement, all with a focus on bringing Action Network’s user experience to world-class levels.

This position will report into the Executive Direction of Action Network, and they will:

 

  • Supervise and lead the training and partner success team and create the strategies to systematize and build on their success in supporting users of our tools
  • Develop innovative deep engagement partnerships with selected Action Network and Action Builder users, moving beyond traditional support to build capacity in their programs with them
  • Institute a set of metrics (including surveys) that will deepen understanding of our users’ needs and ensure user retention and satisfaction. Create dashboards to measure the effectiveness of your customer success team.
  • Constantly evaluate our programs and learn new ways of delivering value for the users of our technology then successfully implement those new ideas working collaboratively across teams.
  • Expand relationships with progressive training institutions to share learnings in best practices of using technology to build progressive power
  • Develop, document, and maintain a repository of training and user experience rules and process flows.

User Success Focus

  • Develop and drive successful outcomes such as reducing partner churn, responsiveness, scouting new opportunities for the development team and growth through greater advocacy.
  • Define and optimize the lifecycle such as mapping the user journey and implementing multiple methods of feedback.
  • Monitor and manage customer success activities such as customer onboarding materials, reviews of enterprise clients, and internal training.
  • Define operational metrics for the success team to track user experience.
  • Analyze usage and data patterns to provide insights, guidance, and set strategy.

Training and Demos Focus

  • Ensure our trainings meet the needs of our progressive users and help them expand usage of our toolsets
  • Work with the training team to design and implement general and specialized trainings to deepen knowledge of users of our tools
  • Build partnerships with training and capacity-building infrastructure in our movement to make sure lessons are shared throughout the movement

Date Posted

02/25/22

Job Role

Client Services, Management

Location

Remote

Salary

How to Apply

Position Summary

The Director of Impact Training and Support will lead our partner success team to create new and innovative ways to help our users generate more impact and create partnerships throughout the movement around using technology to build power. We provide timely support and ongoing trainings and are looking to improve those efforts and build new ones. The Director will work closely with our internal team on strategic plans, and they will create partnerships with outside training and capacity-building programs to share lessons with our movement, all with a focus on bringing Action Network’s user experience to world-class levels.

This position will report into the Executive Direction of Action Network, and they will:

 

  • Supervise and lead the training and partner success team and create the strategies to systematize and build on their success in supporting users of our tools
  • Develop innovative deep engagement partnerships with selected Action Network and Action Builder users, moving beyond traditional support to build capacity in their programs with them
  • Institute a set of metrics (including surveys) that will deepen understanding of our users’ needs and ensure user retention and satisfaction. Create dashboards to measure the effectiveness of your customer success team.
  • Constantly evaluate our programs and learn new ways of delivering value for the users of our technology then successfully implement those new ideas working collaboratively across teams.
  • Expand relationships with progressive training institutions to share learnings in best practices of using technology to build progressive power
  • Develop, document, and maintain a repository of training and user experience rules and process flows.

User Success Focus

  • Develop and drive successful outcomes such as reducing partner churn, responsiveness, scouting new opportunities for the development team and growth through greater advocacy.
  • Define and optimize the lifecycle such as mapping the user journey and implementing multiple methods of feedback.
  • Monitor and manage customer success activities such as customer onboarding materials, reviews of enterprise clients, and internal training.
  • Define operational metrics for the success team to track user experience.
  • Analyze usage and data patterns to provide insights, guidance, and set strategy.

Training and Demos Focus

  • Ensure our trainings meet the needs of our progressive users and help them expand usage of our toolsets
  • Work with the training team to design and implement general and specialized trainings to deepen knowledge of users of our tools
  • Build partnerships with training and capacity-building infrastructure in our movement to make sure lessons are shared throughout the movement

Date Posted

02/25/22

Job Role

Client Services, Management

Location

Remote

Salary

How to Apply

Director of Impact Training and Support

Action Squared | Remote | Permanent

Position Summary

The Director of Impact Training and Support will lead our partner success team to create new and innovative ways to help our users generate more impact and create partnerships throughout the movement around using technology to build power. We provide timely support and ongoing trainings and are looking to improve those efforts and build new ones. The Director will work closely with our internal team on strategic plans, and they will create partnerships with outside training and capacity-building programs to share lessons with our movement, all with a focus on bringing Action Network’s user experience to world-class levels.

This position will report into the Executive Direction of Action Network, and they will:

 

  • Supervise and lead the training and partner success team and create the strategies to systematize and build on their success in supporting users of our tools
  • Develop innovative deep engagement partnerships with selected Action Network and Action Builder users, moving beyond traditional support to build capacity in their programs with them
  • Institute a set of metrics (including surveys) that will deepen understanding of our users’ needs and ensure user retention and satisfaction. Create dashboards to measure the effectiveness of your customer success team.
  • Constantly evaluate our programs and learn new ways of delivering value for the users of our technology then successfully implement those new ideas working collaboratively across teams.
  • Expand relationships with progressive training institutions to share learnings in best practices of using technology to build progressive power
  • Develop, document, and maintain a repository of training and user experience rules and process flows.

User Success Focus

  • Develop and drive successful outcomes such as reducing partner churn, responsiveness, scouting new opportunities for the development team and growth through greater advocacy.
  • Define and optimize the lifecycle such as mapping the user journey and implementing multiple methods of feedback.
  • Monitor and manage customer success activities such as customer onboarding materials, reviews of enterprise clients, and internal training.
  • Define operational metrics for the success team to track user experience.
  • Analyze usage and data patterns to provide insights, guidance, and set strategy.

Training and Demos Focus

  • Ensure our trainings meet the needs of our progressive users and help them expand usage of our toolsets
  • Work with the training team to design and implement general and specialized trainings to deepen knowledge of users of our tools
  • Build partnerships with training and capacity-building infrastructure in our movement to make sure lessons are shared throughout the movement

Date Posted

02/25/22

Job Role

Client Services, Management

Location

Remote

Salary

How to Apply

Director of Impact Training and Support

Action Squared | Remote | Permanent

Position Summary

The Director of Impact Training and Support will lead our partner success team to create new and innovative ways to help our users generate more impact and create partnerships throughout the movement around using technology to build power. We provide timely support and ongoing trainings and are looking to improve those efforts and build new ones. The Director will work closely with our internal team on strategic plans, and they will create partnerships with outside training and capacity-building programs to share lessons with our movement, all with a focus on bringing Action Network’s user experience to world-class levels.

This position will report into the Executive Direction of Action Network, and they will:

 

  • Supervise and lead the training and partner success team and create the strategies to systematize and build on their success in supporting users of our tools
  • Develop innovative deep engagement partnerships with selected Action Network and Action Builder users, moving beyond traditional support to build capacity in their programs with them
  • Institute a set of metrics (including surveys) that will deepen understanding of our users’ needs and ensure user retention and satisfaction. Create dashboards to measure the effectiveness of your customer success team.
  • Constantly evaluate our programs and learn new ways of delivering value for the users of our technology then successfully implement those new ideas working collaboratively across teams.
  • Expand relationships with progressive training institutions to share learnings in best practices of using technology to build progressive power
  • Develop, document, and maintain a repository of training and user experience rules and process flows.

User Success Focus

  • Develop and drive successful outcomes such as reducing partner churn, responsiveness, scouting new opportunities for the development team and growth through greater advocacy.
  • Define and optimize the lifecycle such as mapping the user journey and implementing multiple methods of feedback.
  • Monitor and manage customer success activities such as customer onboarding materials, reviews of enterprise clients, and internal training.
  • Define operational metrics for the success team to track user experience.
  • Analyze usage and data patterns to provide insights, guidance, and set strategy.

Training and Demos Focus

  • Ensure our trainings meet the needs of our progressive users and help them expand usage of our toolsets
  • Work with the training team to design and implement general and specialized trainings to deepen knowledge of users of our tools
  • Build partnerships with training and capacity-building infrastructure in our movement to make sure lessons are shared throughout the movement

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