Manager of Customer Training

About Us

Virtuous is on a mission to inspire global generosity by helping nonprofits build better relationships with their donors. We offer a modern software platform that provides mid-sized charities with elegant tools for fundraising, marketing, volunteerism, and online giving.

Our talented team is driven to disrupt the status quo in the nonprofit sector. We are hungry, humble, and committed to delivering best-in-class software solutions, customer success interactions, and sales experiences to the world’s leading nonprofits  

We also recognize the importance of giving back and making a difference in the communities where we live and work. That’s why we practice radical generosity by volunteering at nonprofits or going the extra mile for our team and the customers we serve. We take our work seriously, but we don’t take ourselves too seriously. We believe that life is too short not to love what you do. 

The ideal candidate for Virtuous embodies our values by:

• Asking questions with a spirit of curiosity
• Giving feedback freely with candor & grace, welcoming it in return
• Displaying a passion for philanthropy and technology 
• Serving with joy. Everyone is willing to make the coffee!
• Celebrating the wins & milestones of others 
• Assuming good intent & demonstrating trust in others 
• Pursuing relationships with people different from themselves & creates space to be human

Find our core values & more here.

Candidates willing to commute and work out of our downtown Phoenix, AZ or Plano, TX office (3-day/week hybrid schedule) are preferred, though we are accepting resumes from candidates working remotely throughout the US.

Position Summary

As Manager of Customer Training, you will report to the Director of Customer Onboarding & Services and will be focused on leading our Training Specialists who are responsible for facilitating live, virtual (and occasionally onsite) training sessions and webinars for new and existing customers, delivering other professional services as needed, and contributing to training content (including support documentation and video e-learning courses) as needed.

The Manager of Customer Training will manage curriculum development and maintenance for new and existing products, ensure consistent quality and clarity of training, and hold team members accountable for delivering at least 12 hours of training per week, or 80% utilization.

Responsibilities

• Operations
  • Manage and ensure optimal balance of training and other professional service assignments to provide each client with a dedicated expert for each service.
  • Coordinate training webinar calendar and ensure each event is appropriately staffed.
  • Maintain and optimize software tools for the team, including ChurnZero reportings, Rocketlane, Notion, Calendly, Zoom, and Miro, ensuring effective utilization and data accuracy.
• Strategy and delivery
  • Oversee and contribute to the content and delivery of one-on-one training sessions, one-to-many webinar events, and other professional services as needed.
  • Collaborate with the Product team to stay abreast of new features and products in development and map out training curriculum as new features are released.
  • Coach and develop product experts to deliver training and services on all of our products and features effectively
• Collaboration
  • Work closely with the partner team to ensure that implementation partners are trained and equipped to deliver training that maintains the level of quality and clarity to be expected from Virtuous training.
  • In collaboration with the Director of Onboarding and Chief Customer Officer, contribute to the ongoing refinement of customer implementation training processes and procedures.
• Team Performance and OKR Management
  • Plan and manage quarterly goals for the Training team in Lattice, ensuring that Training team initiatives are contributing to company goals. 
  • Ensure adherence to best practices and company standards.
  • Drive the professional development of team members through targeted training, mentorship, and performance feedback, while fostering a supportive environment that encourages continuous learning and growth. 
  • Use data and reporting to measure training team success and areas for improvement. 

You Must Have

• 2-3 years of experience managing a team with direct reports
• 2-3 years of experience in instructional design, education, training, consulting, or related field.
• Experience teaching or conducting technical training in classrooms, webinars, or a customer-facing role.
• Experience scoping projects or services, including training-based services
• An understanding of adult learning theory and concepts.
• Outstanding organizational, presentation, and communication skills, including verbal, written, and visual.
• Ability to collaborate effectively with cross-functional teams, ensuring seamless communication and a unified customer-centric approach.
• An ongoing curiosity to learn about our products, our customers, and the nonprofit sector.
• The ability to quickly absorb and understand new information, particularly around our products.
• The ability to quickly adapt, prioritize time and manage multiple responsibilities in a fast-paced environment.

Nice to Haves

• An understanding of the nonprofit sector and the needs of nonprofit organizations across multiple verticals
• Experience with  Zoom Webinar, Miro, HubSpot, ChurnZero, Rocketlane, Calendly, ZenDesk, and Notion
• Experience with nonprofit CRMs, fundraising and event software, integrations and APIs, querying and reporting, as well as nonprofit best practices.
• Comfortable with data and spreadsheets
• Baseline knowledge of BI tooling, HTML, JavaScript and CSS

What We Offer

• Market competitive pay leveraging Carta data
• Employee recognition through Bonusly (birthdays, anniversaries, achievements, etc.)
• 401(k) retirement plan with company matching- 50% match up to 6% of compensation after 90 days
• We value our employee’s work-life balance and encourage taking advantage of Unlimited PTO
• Supportive time off including paid volunteer days and company holidays
• Employer-contributed healthcare benefits, encompassing medical, dental, and vision coverage, with plans available for dependents and choices for Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).
• 12 weeks primary parent leave, 4 weeks secondary parent leave – full pay (adoption as well)
• We pride ourselves on Community and host exciting company outings and events.