Support Academy Program Manager

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ECI Software Solutions

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1001 - 5000 Mitarbeiter

☁️ SaaS

🏢 Unternehmen

🤝 B2B

💰 €21.000.000 Series C im 2002-02

SaaS • Enterprise • B2B

ECI Software Solutions ist ein Anbieter von branchenspezifischer ERP- und Unternehmensmanagement-Software, die Herstellern, Vertriebshändlern, Baustoffhändlern und Büro-Technologieunternehmen hilft, ihre Geschäfte zu führen und zu skalieren. Das Unternehmen bietet cloud- und KI-fähige SaaS-Plattformen an – einschließlich ERP, B2B E-Commerce, CRM, Business Intelligence und Inhalts-/Abwicklungstools – mit dem Ziel, Bestandsmanagement, Buchhaltung, Auftragsmanagement, Service-Workflows und Analysen zu optimieren. ECI legt den Fokus auf konfigurierbare, vertikal ausgerichtete Lösungen (z. B. Ridder iQ, Horizon, Spruce, e-automate, EvolutionX, Cognytics) und cloudbasierte Unternehmensdienste für kleine und mittelgroße B2B-Kunden weltweit.

Beschreibung

• Design and maintain new hire training paths (role-based onboarding) that blend product fundamentals, customer experience standards, support tools/processes, and day-in-the-life readiness. • Build cross-skilling paths by product and/or workflow (ex: foundational ? intermediate ? advanced), enabling Support to expand coverage safely and predictably. • Create and run a Support Certification Program , including: • Certification levels (ex: Bronze/Silver/Gold or Level 13) • Required assessments (knowledge checks, scenario-based evaluations, live troubleshooting demonstrations) • Recertification / refresh cadence for major releases • Develop an SME delivery model: Partner with Support leaders to identify SMEs • Create reusable lesson plan templates and facilitation guides • Coach SMEs on delivery and ensure consistent outcomes across trainers • Establish a repeatable content engine: Standardize training assets (job aids, troubleshooting playbooks, guided labs, simulations, knowledge checks) • Implement an update workflow tied to product releases and top case drivers • Partner with Division Enablement Teams/ Customer Success Trainers & Support Leadership to align learning paths to: • Case drivers, escalation themes, QA findings, and customer pain points • Swarm/pod models and product coverage needs • Define and track key enablement metrics ( time-to-proficiency, certification rates, SME throughput, onboarding satisfaction, and downstream impact signals). • Facilitate and/or coordinate live sessions, onboarding cohorts, and certification reviews (as needed).

🎯 Anforderungen

• 5+ years of experience in one or more of the following: • Support enablement / customer support training • Learning & development (L&D) / instructional design in a SaaS or technical environment • Support operations with a significant training/program component • Demonstrated ability to build structured learning paths (new hire + ongoing development) that scale beyond 1:1 shadowing. • Practical experience using adult learning principles to design effective training (not just presentations). • Proven ability to partner with SMEs and leaders to extract knowledge, convert it into teachable content, and drive adoption. • Strong program management skills: prioritize, roadmap, execute, measure, iterate. • Excellent written and verbal communication skills; able to simplify complex product concepts for different audiences.

🏖️ Vorteile

• Competitive benefits focused on employee well-being, including paid volunteer time off. • Recognized by Achievers as one of the 50 Most Engaged Companies To Work For, five years running. • Certified as a Great Place to Work for six consecutive years. • Over a dozen International Business Awards (Stevie) for our culture of creativity, innovation, and leadership.