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Senior Customer Training Manager I

ICON is looking for a Senior Customer Training Manager to own the development and management of all customer training programs. As the Training Program Manager, you will be responsible for building the learning paths and content needed to onboard new customers for our Vulcan and Phoenix programs, as well as support their continued product adoption. This role is based at ICON’s Austin, TX campus and will report to the Head of Customer Success on ICON’s Operations team.

 

RESPONSIBILITIES

• Design, implement, and continuously refine comprehensive training programs for ICON customers in service of successful customer 3D printing operations.
• Manage the full training program lifecycle, from needs assessment and curriculum design to delivery, evaluation, and continuous improvement.
• Collaborate cross-functionally with Customers, Operations, Business Development, Marketing, and Leadership to align and deliver on customer experience goals.
• Partner with subject matter experts to create engaging and effective learning materials for new customers.
• Oversee training spend, manage vendor relationships, and lead the selection process for any external training services.
• Define and measure program effectiveness by tracking feedback and key metric and presenting qualitative and quantitative program data in regular business reviews.
• Deliver blended learning experiences that may include e-learning modules, in-person workshops, and instructor-led training.
• Maintain an organized library of training resources and documentation, ensuring accessibility and relevance for all customers and internal teams.

 

MINIMUM QUALIFICATIONS

• 8+ years of experience in a customer-training, corporate training, or learning and development role, preferably in a technology environment.
• 5+ years of experience managing training programs.
• Demonstrated experience in designing and implementing training programs for a diverse, external audience.
• Demonstrated experience creating and iterating digital and in-person training content.
• Proven ability to partner cross-functionally and communicate effectively with senior stakeholders.
• Strong track record of delivering engaging training to diverse audiences, both virtually and in person.
• Ability to travel as needed to various company locations or training events.

 

PREFERRED SKILLS AND EXPERIENCE

• Prior technical experience or education preferred.
• Experience in a technology or fast-paced corporate environment, encompassing hardware and software products and services.
• Experience with instructional design principles and adult learning theory.