Sales & CX Training Manager (NYC)

| Greater NYC Area
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About KustomerKustomer is the first-of-its-kind customer service CRM platform built for managing high support volume by optimizing experiences throughout the customer service journey. Kustomer helps brands quickly resolve conversations on all digital channels by automating 40% of interactions via self-service, first contact resolution with intelligent routing, and driving omnichannel experiences between customers and agents. Our open CRM platform minimizes costs by acting as a single record of truth, managing and contextualizing data to drive smarter processes that scale business. Kustomer IQ embeds AI throughout the platform to eliminate repetitive tasks, deflect easy questions, and power support experiences that satisfy customers.

Today, Kustomer is the core platform of some of the leading customer service brands like Ring, Glovo, Glossier and Sweetgreen. Headquartered in NYC, Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel, has raised over $174M in venture funding, and is backed by leading VCs including: Coatue, Tiger Global Management, Battery Ventures, Redpoint Ventures, Cisco Investments, Canaan Partners, Boldstart Ventures and Social Leverage.

About the Role

The Sales & CX Training Manager will join a Sales Training & Enablement Team with responsibilities that include: quickly onboarding and equipping Sales team members for success, delivering impactful training programs, optimizing our sales methodology, identifying coaching opportunities, optimizing our sales & cx resources, and most importantly, equipping our leadership team with actionable insights. We are looking for a Sales Enablement guru who can partner with the Sr. Sales Training Manager, the Head of Revenue Operations, and the SVP of Sales to enable our Sales & CX teams to crush their goals. This role will be reporting to the Sr. Sales Training Manager.

You'll be responsible for:

  • Understanding what makes a great Salesperson/Sales Leader, by understanding their core competencies and skills and prioritizing which training programs should be delivered to up-level them
  • Spending regular field time with Sales, CX, and Sales Leadership to understand pain points, building deliverables to help meet needs.
  • Incorporating best practices of well-run enterprise sales cycles into regular and robust training programs to help our team get better at providing excellent customer support, selling, and beyond just getting better at product understanding.
  • Intimately understanding our sales process, value proposition, and sales methodology and delivering on-going and constructive feedback to sales & CS employees to make the teams more effective
  • Creating and administering engaging trainings, both live and for placement in our LMS, by partnering closely with cross functional teams across the business
  • Partnering with Sales & CS Leadership and other Enablement team members to ensure that all new members of the Sales & CS team are enabled on how to sell Kustomer, which includes developing programs, content, and certification programming
  • Partnering with Product Marketing and Product to ensure that all team members are kept up to date on our product enhancements, deliverables, and competitive intelligence
  • Keeping track of the latest of sales trends and approaches to develop “Tips and Tricks” to keep our sales team on top of their game
  • Reviewing and analyzing pipeline, adoption, and performance data with our Sales and Revenue Operations leadership to identify problem areas and develop programs to tackle and resolve those areas
  • Working with leadership to plan impactful Sales & CX events and trainings, including annual revenue kickoff to ensure that we Align, Inspire, and Educate the Kustomer Sales & CX teams
  • May involve handling sensitive personal data. 

Your qualities:

  • 3 years of experience working in a Sales Enablement or Training role at a B2B, high-growth company, coordinating projects (or events) and resources
  • A high degree of organization, time management, and attention to detail
  • Familiar with modern and creative approaches to learning, including experience with learning reinforcement and gamification. Experience using the ADDIE Model is a plus. 
  • Exceptional writing and communication skills
  • Ability to problem solve on the fly
  • Self-starter mentality with a high degree of follow through - can own and take tasks through to completion
  • Interpersonal skills- ability to network inside the company and create relationships
  • Technically savvy with Sales Enablement software (Seismic, LMS Tools, Digital Curriculum building products) and G-Suite products (Calendar, Docs, Sheets, Slides/PowerPoint, etc.). 
  • Technically savvy with Sales Tools (SalesForce, Outreach, Sales Navigator).
  • Experience with building training evaluations & certifications is a plus.

Benefits

Kustomer offers an array of benefits including competitive salaries, stock options, 100% healthcare coverage, commuter benefits, and a flexible vacation policy.

Diversity & Inclusion at Kustomer

Kustomer is committed to bringing together individuals from different backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together.

We are proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, Veteran status, or any other legally protected status.

Learn More About Kustomer:


 
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Technology we use

  • Engineering
  • Product
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SwiftLanguages
    • TypescriptLanguages
    • ReactLibraries
    • ReduxLibraries
    • ExpressFrameworks
    • Node.jsFrameworks
    • TensorFlowFrameworks
    • MongoDBDatabases
    • ElasticsearchDatabases
    • MixpanelAnalytics
    • Big QueryAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • TrelloManagement
    • Github IssuesManagement

Location

New York, NY

An Insider's view of Kustomer

What's something quirky about your company?

This might be a bit obvious from our name, but we really enjoy spelling things with a “k”. We are one krew, kompletely kommitted to the kause of kreating a world-klass product for our users, while also being a bunch of krazy kooks who keep this kompany kulture + kamaraderie alive.

Trisha

Senior Technical Support Engineer

How do you collaborate with other teams in the company?

Kustomer’s philosophy on open communication makes cross-team collaboration not only easy, but inviting. Whether it’s Slacking a technical question to our product team mid-demo, getting on a Zoom call with Sales Ops to strategize on new tools, or working with Marketing to create the perfect product messaging, there are no siloed teams here.

Joe

Business Development Representative

What makes someone successful on your team?

Kustomer gives all members of the Krew the ability to be successful. It all starts with the company culture of teamwork and innovation. On the Solutions Consulting team, we foster a team work-first and collaborative approach. This includes jumping in when another SC team member needs help or to bounce an idea of another team member.

Paul

Manager, Solutions Consulting

How do you make yourself accessible to the rest of the team?

The leadership team at Kustomer prides itself on being available for our Krew. We host bi-monthly all hands with the entire team to share business updates, celebrate new hires/individual milestones, and hear from our Krew members. The leadership team is accessible via Slack - actively participating in social channels, celebrations and game nights.

Vikas

SVP, Sales and CX

What's the biggest problem your team is solving?

The People/Talent teams are working hard to add 150+ people to Kustomer in 2021! The challenge of finding great teammates who can help us be a better company than ever before is no small feat. We work hard to ensure that everyone we hire brings something unique to our Krew and is excited to work with others in order to make our vision come to life.

Tanya

VP, People

What are Kustomer Perks + Benefits

Kustomer Benefits Overview

Kustomer offers an array of benefits including competitive salaries, stock options, 100% healthcare coverage, 401K, commuter benefits, and a generous vacation policy.

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Team owned deliverables
Group brainstorming sessions
Pair programming
Diversity
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Our Employee Resource Groups have goals in place and meet once a month. Employees are encouraged to attend meetings - our three ERGs are: Women of Kustomer, KustomBlack, and KustomerAllies.
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Team workouts
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Kustomer hosts a holiday company outing annually.
Happy Hours
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Kustomer offers employees professional development opportunities like the ability to attend job related conferences and seminars.
Lunch and learns
Brown Bag Lunches once a month, to learn more about the Women of Kustomer
Promote from within
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