Customer Training Manager

About Reputation

Reputation has changed the way companies improve their customer experience through feedback. Based in Silicon Valley and founded in 2013, Reputation is the global leader in reputation experience management. With its SaaS platform, Reputation technology has managed tens of millions of consumer reviews and consumer interactions across hundreds of thousands of online points of presence for global companies spanning nearly every industry vertical. 

Reputation was ranked for the second year in a row in G2’s Top 100 Best Software list for 2022 as a part of its annual Best Software Awards. Recently, Reputation was named to the Forrester Wave For Customer Feedback management platforms and was recognized by Forrester as one of the most significant social suite vendors. Additionally, Gartner named Reputation to the 2021 Gartner Magic Quadrant for Voice of the Customer. 

Why work at Reputation?

• Reputation reached over $100m in Annual Recurring Revenue (ARR) in 2022 and continues to grow worldwide.

• We've raised over $200 million in funding from A-list venture capital firms such as Bessemer Venture Partner and Kleiner Perkins, including $150 million in equity financing from Marlin Equity Partners in January 2022. 

• Reputation is trusted by more than 250 partners, including Google, Facebook, Salesforce, J.D. Power, Amazon and Web.com.

• Our industry leading platform has been recognized by Forrester and Gartner as a vendor of choice in Voice of the Customer, Customer Feedback Management, and Social Suites research reports.

• The platform is used by 10+ major automotive OEMs and 16,000 auto dealerships, more than 250 healthcare systems, and over 100 leading property management firms.

• Our executive management team is committed to building a performance-based culture where excellence is rewarded and careers are developed.

• Who thrives at Reputation? Managers who embody a player-coach mentality. Employees who value teamwork and cross-functional collaboration. People who emphasize perseverance and hustle over quick wins and luck.

• Our Mission: We exist to forge relationships between companies and communities.

In this role, you will schedule, design, and conduct regular customer educational events in virtual and live classroom environments. You will also author supplementary training materials and own custom (paid) training engagements. As a liaison to our Customer Marketing team, you are responsible for deepening product knowledge among our customer base, driving custom training to upsell opportunities and ensuring a positive customer experience.

Responsibilities:

• Become a subject matter expert in the Reputation platform with in-depth knowledge of customer use cases and best practices in the Automotive space.

• Create custom training content and digital adoption strategies for Enterprise OEM customers.

• Source relevant, Automotive-specific news and trends to incorporate into training materials.

• Maintain a rotating training curriculum series for instructor-led classes, including hands-on exercises.

• Deliver the content in a live environment (virtual or onsite) and facilitate group discussion.

• Maintain a monthly training calendar and coordinate all registration activities.

• Work with Marketing to create messaging and class promotions to drive attendance.

• Participate in Customer Advisory and Product meetings to identify new training topics.

• Scope custom training opportunities for prospects and customers.

• Drive training our sales with field teams.

• Write scripts and record welcome videos with graphical callouts

• Assist with certification programs and learning tracks for our customers

• Report on clearly defined metrics, including user activity analytics to inform future training investments and day-to-day improvements

• Additional duties as assigned

Qualifications:

• Must be a confident communicator with experience leading classroom training (virtual and onsite)

• Experience running remote training tools, such as Zoom, BrightTalk, or WebEx

• Proficiency in instructional design, including training task analysis, writing objectives, curriculum and lesson planning, implementation, and evaluation

• Proficiency in designing visually engaging presentation materials and course workbooks (PowerPoint, Prezi, Word, Adobe Creative Suite, SnagIt)

• Excellent problem-solving skills, including the ability to digest information from multiple sources, interpret results, and quickly derive consultations and recommendations

• Experience producing video content (Camtasia, Vimeo, and other video production tools)

• Ability to learn complex technical products quickly from subject matter experts and translate into clearly articulated messaging for the target audience

• Experience with digital adoption tools a plus (Pendo and other tools)

• Experience with Salesforce and Learning Management Systems is a plus

When you join Reputation, you can expect:

• Flexible working arrangements.

• Career growth with paid training tuition opportunities.

• Active Employee Resource Groups (ERGs) to engage with. 

• An equitable work environment. 

Our employees say it best:

Our employees highlight our:

• Ample Opportunities - “There are many opportunities to learn and grow. Many open roles are replaced with internal promotions.” 

• Positive Culture - "Great opportunity and exceptional culture." “You will never have a better culture anywhere else. Period.” 

• Training and Tools - “All managers truly want you to succeed, and you are given great tools and training to be successful in your role.”

• Balance - “Great work life balance and awesome team environment!”

Diversity Programs & Initiatives:

Our Reputation Nation spans around the world. This global perspective allows us to intentionally unlock the magic that comes from diversity of experience to contribute to our success.

At Reputation, we believe in:

• Diversity: Reputation facilitates a culture where people bring their diverse backgrounds, life experiences and identifications together to achieve our company objectives and contribute their unique perspectives for the betterment of our company, our customers and our people.

• Equity: Reputation believes in treating every employee fairly. We are committed to ensuring that all employees have fair and equal access and opportunity for advancement.

• Inclusion: Reputation believes in creating an environment where employees feel comfortable bringing their whole self to work. We believe feedback fuels progress and we ensure that all voices are able to contribute, provide feedback, and make a difference.

• Belonging: Our culture is one that values collaboration, teamwork, and engagement to ensure that all of our employees across the world know that as part of the Reputation Nation, they are part of something bigger than themselves. We recognize that a culture of belonging cannot exist without a strong foundation of diversity, equity, and inclusion in place.

"At Reputation, we see diversity and inclusion as the foundation for an equitable workplace. Our goal is to empower all of our employees, regardless of their background, to make an impact in their work each and every day." - Joe Burton, CEO, Reputation

Additionally, we offer a variety of benefits and perks, such as:

• Flexible PTO

• Paid company holidays

• 4 company provided, “Recharge Days,” which are wellness days off for the entire company

• Several active Employee Resource Groups (ERGs) to help foster inclusion and community

• Employee Assistance Program

• Access to a wide variety of unique perks and apps:

  • PerkSpot

  • Wellhub (Gym Pass)

  • Carrot Fertility

  • Omada

  • Ladder

  • SoFi

  • Fetch Pet Insurance

  • Calm for Kaiser

  • Spring Health for Guardian

  • XP Health for Guardian (virtual eye-wear platform)

• 401k

• Health, dental and vision insurance

• Paid maternity leave

• Employer paid short and long term disability and life insurance

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

To learn more about how we handle the personal data of applicants, visit our Candidate Privacy Notice.

Applicants only - No 3rd party agency candidates.