Training Manager at Outreach (Seattle, WA)

| Seattle
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The Role 

The Outreach Training Team serves its customers through a variety of experiences, so the ideal candidate will have an understanding of both Virtual Instructor-Led and On-Site Classroom experiences. 

The Training Manager is tasked with operationalizing Outreach’s Global Instructor-Led Training program to deliver the best-in-class training experiences for our customers. The ideal candidate will have a consultative mindset with background and experience in leading training teams for software-based products. They will partner with the Instructional Design, Customer Success, and Professional Services leadership teams to ensure educational program alignment to implementation needs and ongoing customer success needs. Additionally, they will be quick to help advise customers on how best to leverage our training services to enable their teams.  

Success will be measured via the scaling of Outreach training programs to meet global and platform expansion needs. Customer sentiment and measurable outcomes post-training will also be a key indicator of success.  

This role reports to the Sr. Manager of the Customer Education team. This person can be based in Seattle or fully remote anywhere in the U.S.

About the Team
The Customer Education Team reduces barriers to learning Outreach by building and delivering world-class educational products to all our customers based upon common roles and workflows. We focus on scale first, developing modular material - from On-Demand to Instructor-led offerings - to get our customers up-to-speed quickly and improve the way they work. Most importantly, the education team helps ensure quick adoption and outcomes post-training by crafting customized messaging, to targeted audiences, with clear calls to action.

Your Daily Adventures Will Include

  • Managing day-to-day training operations
  • Partnering with PS Operations to design and develop advanced reporting and analytics that will inform strategic direction
  • Collaborating with Customer Success and Professional Services to deliver training in all phases of the Post-Sales lifecycle
  • Consulting with Customer-based Enablement teams on how to best enable their teams
  • Monitoring resources to ensure training capability grows with demand
  • Hiring / Onboarding (Training) new team members as needed
  • Engaging Partner Training Services to help scale training offerings
  • Mentoring and Coaching team members 
  • Partnering with Instructional Designers to develop new training material and enhance existing content (such as a Train the Trainer program, new modules to support product advancements, etc)
  • Implementing tools and methodologies to streamline intake and deliveryGathering activity data, such as feedback and attendance 
  • Monitoring and Reporting on training activities to leadership
  • Expanding the team to support global training needs across numerous geos and timezones
  • Continually re-imagining training delivery and approach to ensure the most impactful, scalable and modern tactics are being leveraged
  • Working with the Sr. Manager of Education and Finance to develop and monitor financial metrics for spend pertaining to training engagements and analysis as well as key forecasting models and annual budgets

Basic Qualifications

  • 5+ years managing fast-paced, global Enterprise Training teams
  • 3-5 years experience in a related field such as Consulting, SaaS implementation or training, or hands on training experience
  • Experience building customer enablement programs for both scale and Enterprise use cases
  • Bachelor Degree and/or equivalent, professional training, and/or certifications
  • Experience in using data to develop programs and measure execution and effectiveness of training programs
  • Strong empathy for customers
  • Experience driving a revenue-driven business
  • Excellent communication skills, both written and verbal, as well as excellent organizational skills
  • Skilled at cross-department collaboration 
  • Ability to grow, coach, and mentor employees
  • You embody our core values. We are hungry craftspeople, we have grit, we are honest, we take ownership, we have each other’s back no matter what, we’re one with our customers, and we find strength in diversity and inclusion

Preferred Qualifications

  • Knowledge and understanding of Sales as a discipline
  • Aptitude and passion for technology and software products/platforms
  • Experience with Salesforce (FinancialForce), Webinar tools (Zoom, GoToMeeting, etc.), Project Management Tools (Asana, Smartsheet), and Google Workspace.

Why You’ll Love It Here

• Generous medical, dental, and vision coverage for full-time employees and their dependents
• Flexible time off
• 401k to help you save for the future
• Company-organized and personal paid volunteer days to support the community that supports us
• Fun company and team outings (or virtual events these days!) because we play just as hard as we work
• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Women's Network), AAPI, Rainbow (LGBTQIA+), Gender+, LatinX, Black Excellence, Disability Community, and Veterans
• A parental leave program that includes not just extended time off but options for a paid night nurse, food delivery, gradual return to work, and the Gottman Institute's Bringing Home Baby course for new parents
• Employee referral bonuses to encourage the addition of great new people to the team
• Plus, unlimited snacks and beverages in our kitchen (once we're back in the office, that is!)
• We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status

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Technology we use

  • Engineering
    • GolangLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • Elixir Languages
    • ReactLibraries
    • ReduxLibraries
    • HadoopFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SparkFrameworks
    • MySQLDatabases
    • RedisDatabases


Our Lower Queen Anne office is located along the beautiful Elliott Bay waterfront north of Belltown, near Myrtle Edwards Park.

What are Outreach Perks + Benefits

Outreach Benefits Overview

At Outreach, we believe in taking care of our employees as whole people, and our benefits and perks reflect that value. We offer benefits and perks such as flexible time off, a 401k to help save for the future, employee resource groups, and Diversity, Equity, and Inclusion trainings. Our wellness benefits include a generous medical, dental, and vision package for full-time employees and their dependents, access to our EAP (Employee Assistance Program), mental health supports, and FSA and DCFSA options. For new parents, we offer a parental leave program that includes not just extended time off but options for a paid night nurse, food delivery, gradual return to work, and the Gottman Institute's Bringing Home Baby course.

Volunteer in local community
Outreach organizes quarterly events for employees to volunteer together in the community. We also offer paid time off for volunteer days.
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Highly diverse management team
Outreach's leadership team is highly diverse, reflects our commitment to diversity and inclusion, and is focused on continuous improvement of our DEI initiatives.
Unconscious bias training
We offer DEI trainings to help facilitate understanding of issues surrounding equity and inclusion, including unconscious bias.
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Employee Resource Groups such as Outreach Womxn's Network (OWN) and others that exist to support employees from underrepresented populations are supported from the top down at Outreach.
Hiring Practices that Promote Diversity
Outreach provides training to encourage diverse hiring and the Recruiting Team is constantly searching for innovative ways to reach a diverse population of candidates.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
All employees receive a basic life insurance plan at the $100,000 level. Employees can elect voluntary life insurance if they would like additional coverage beyond the $100,000 level.
Wellness Programs
Outreach's EAP (Employee Assistance Program) offers free, confidential counseling, 24-hour crisis telephone counseling, addiction support, etc.
Mental Health Benefits
Retirement & Stock Options Benefits
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Outreach provides flexible start and end times, as well as flexible Friday schedules.
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Outreach offers unlimited PTO.
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Outreach offers unlimited PTO.
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Time allotted for learning

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