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Manager, Professional Services

Manager

Lone Wolf Technologies | Professional Services

JOB SUMMARY:

The Manager of Professional Services will lead a team of Implementation Associates and Specialists to develop and deliver outstanding product training materials for our customers. Reporting directly to our VP of Operations, this position will manage the creation of content such as self-paced training, videos, job-aids, and instructor-led training.  Audiences include external customer end-users, sales partners, and internal customer support teams such as technical support, customer service representatives, and sales representatives. With your help, the Professional Services team will equip internal and external users for maximum success!

 

 

ESSENTIAL RESPONSIBILITIES AND DUTIES:

  • Manage day-to-day training development operations and training personnel to ensure proper internal and external programs are executed and quality levels are measured
  • Provide regular status of all development efforts to stakeholders
  • Design and develop training programs, course outlines, job aids, and other support materials
  • Establish content development standards applying adult learning theory
  • Partner with training and marketing management to ensure product deliverables are in alignment with go-to-market requirements
  • Work closely with development and test engineers during product development
  • Collaborate with design engineers to ensure product usability and provide appropriate performance support
  • Partner with field customer service representatives to ensure training deliverables meet customer needs
  • Work closely with sales team to manage development of statements of work (SOWs)
  • Develop assessments to gauge audience level of understanding
  • Investigate, evaluate, and recommend new training development tools and best practices
  • Develop and manage pipeline of Services opportunities to drive demand and project backlog for Services resources
  • Ensure all training objectives are met by the Training team in achieving highest level of client satisfaction
  • Responsible for recruiting, training, and development of team members
  • Facilitate and ensure individual and team roles and responsibilities are understood; performance measurement objectives are identified, measured and monitored on an on-going basis in order to provide positive feedback on accomplishments and to ensure immediate action is taken to address shortfalls
  • Ensure workload schedules are maintained by staff to ensure timely customer satisfaction and effective utilization of all staff resources
Skills & Requirements

QUALIFICATIONS:

  • EDUCATION:  Bachelor’s degree in English, Technical Writing, Technical Communication, Educational Technology, or related field
  • EXPERIENCE:  3-5 years’ technical training experience experience overseeing employees performing similar duties/tasks or related functions preferred

 

KNOWLEDGE/SKILLS/ABILITIES:

  • Experience collaborating with engineering, product management, and product marketing teams
  • Experience with real estate industry preferred
  • Familiarity with minimalist writing techniques conducive to reuse and translation
  • Experience with the following tools or equivalents: Captivate, Flash-based development tool such as SmartBuilder; documentation development tools: FrameMaker, Dreamweaver, Microsoft Office Suite,XMetaL, knowledge-bases, wikis; graphic development tools: Fireworks, Photoshop, or PaintShop Pro;nonlinear video/audio editing tools: Adobe Premiere Pro, Camtasia Suite; synchronous online training tools: Adobe Connect, LiveMeeting; other tools: version control and content management tools, bug tracking systems, learning management and assessment development tools
  • Excellent verbal, written, and presentation skills
  • Excellent leadership and employee management skills
  • Strong planning and organizational skills