What you’ll be doing...

As a Customer Training Manager you will be supporting the training to our enterprise external customers on the specific Verizon services they have purchased with a strong focus on customer satisfaction. You will prepare and lead customer facing training sessions, including train-the-trainer and certifications which include providing feedback. Additional functions include conducting services training, conducting systems training, working with the client as an engagement specialist to ensure customer needs are being met, and collaborating with the design and development teams as both a liaison for the client and a subject matter expert.

  • Create and maintain key partnerships with Product Marketing, Sales and Service.
  • Assess training needs and certification requirements.
  • Work directly with development/design teams to maintain curriculum delivery standards
  • Practice adult learning principles.
  • Use appropriate media, learning material and effective presentation skills.
  • Identify alternate solutions and learning when delivery challenges arise (materials, content, room set-up).
  • Establish and maintain expertise in subjects taught (product tools supporting IP Contact Center).
  • Provide the initial and ongoing training to customer base.
  • Provide pre-sales demonstrations to help drive revenue growth.
  • Prepare and deliver virtual training sessions.
  • Prepare and deliver on-site training sessions.
  • Evaluate training effectiveness and reporting outcomes to leadership.
  • Track and monitor registration and attendance for all participants.
  • Conduct train-the-trainer sessions to certify customer trainers (as needed).
  • Maintain quality service by establishing and enforcing organization standards.
  • Manage expense reports, timesheet and monthly tracking reports as required.

What we’re looking for...

You’ll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Six or more years of relevant work experience.
  • Software or systems training experience.
  • Experience working with internal and external clients in the IP Contact Center space.
  • Willingness to travel up to 50% of the time, including internationally.
  • Willingness to work flexible hours including evenings and weekends.

Even better if you have:

  • An advanced degree.
  • Experience with the Verizon Enterprise Center suite of tools with an emphasis on Inbound Network Manager.
  • Experience coaching.
  • Experience with technical support training and social media training.
  • Proficiency in Adobe Connect and WebEx content delivery.
  • Capability to communicate complex technical concepts with clarity and enthusiasm.
  • Demonstrated ability to be flexible and adaptable to changing needs and circumstances.
  • Demonstrated ability to work independently.

Location flexible to any Verizon corporate office

    When you join Verizon...

    You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.

    Equal Employment Opportunity

    We're proud to be an equal opportunity employer- and celebrate our employees' differences,including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.