Manager, Global Customer Success Training

Marlborough Permanent USD120,000 - USD140,000 per year
  • My client is the industry leader in retinal imaging technology
  • Great company culture and benefits

About Our Client

Founded 30 years ago, my client is the global industry leader in retinal imaging technology, servicing over 20,000 customers worldwide. Their device facilitates the early detection, management and effective treatment of disorders and diseases evidenced in the retina that have benefited millions of patients around the world.

Job Description

  • Responsible for the design, organization and delivery of all device and software training.
  • Manage the initial onboarding process of our field based staff and completion of training documentation (Compliant Pro/Client Point)
  • Conduct all quarterly new hire training classes within a classroom setting and invite field based personnel to manage the sales training portion on the class
  • Conduct virtual training programs for both employee's and customers.
  • Develop and manage a follow up training process to manage success of field based staff
  • Develop, manage & maintain all internal and external training documentation and video's
  • Work with Marketing, Product Management, Clinical and Technical Support to ensure proper messaging is in the training protocol and delivered to the field/customers
    • Manage training materials on distributor portal (All Regions)
    • Assist Marketing with content for Customer Portal or the company website (All Regions)
    • Ensure all proper messaging and documentation is prepared, messaged properly and presented in a systematic process
    • Maintain proper competitive information to help develop sales strategies
  • Identify, manage and track the technical training budget, actively explore ways to improve efficiency of spending.
  • Investigate and implement new technologies to help the training process
  • Develop Training department to match future growth globally



MPI does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, marital status, or based on an individual's status in any group or class protected by applicable federal, state or local law. MPI encourages applications from minorities, women, the disabled, protected veterans and all other qualified applicants.

The Successful Applicant

  • Bachelor's degree in a related field or extensive relevant experience.
  • A minimum of 5+ years training experience. Global training experience in medical device or pharma products preferred.
  • Experience developing technical training material, with a strong knowledge of educational models
  • Be able to present in classroom type setting in front of large groups.
  • Must be able to exhibit exceptions data management and organizational skills
  • Must have proficient computer skills (MS Office applications).
  • Technical writing skills (preferred)
  • Preference for knowledge of the optometric/ophthalmic industry
  • Results oriented and excellent analytic, strategic, business planning, writing, communication, training and collaboration skills
  • Demonstrated leadership ability
  • Ability to quickly assimilate complex information.
  • Demonstration in exercising a high degree of initiative, judgment, discretion and decision making to achieve company objectives. Ability to produce high quality work under pressure and within tight timelscales.

What's on Offer

  • $120k-$140k base + 15% company bonus
  • Hybrid role in Marlborough, MA office
  • 20% travel including 1-2 international trips per year
  • Full health benefits
  • 401k plan + match
Contact
Hannah Kane
Quote job ref
JN-042023-6011923

Job summary

Sector
Human Resources
Sub Sector
Trainer
Industry
Healthcare / Pharmaceutical
Location
Marlborough
Contract Type
Permanent
Consultant name
Hannah Kane
Job Reference
JN-042023-6011923