Training Development Manager Jobs in Baltimore, MD

CTM is a cutting edge software within the SaaS/UCaaS space helping drive revenue for 100,000+ clients in over 90 different countries.

Our Purpose: To create a better human experience through technology

Our Mission: We empower businesses with the tools to transform conversations into an advantage

Our Vision: We revolutionize the ways in which people and businesses connect

What do we do?

• We help businesses determine which ad campaigns produce the highest return on investment, ultimately driving more conversions, increasing efficiencies, and automating their operations.
• We help contact centers support and better connect with their customers by offering a variety of tools such as our mobile app, transcriptions, chat and text messaging features, queue tracking, and a bunch of incredible analytics.
• We help businesses to work remotely as effectively as they do in-person through our soft-phone and contact center support tools, helping thousands of businesses to employ team members around the world.
• We enable automation through powerful AI features to enhance workforce productivity, discover business opportunities and improve the human experience of communication by reducing the time spent on boring tasks and allowing more human time to interact.

Our headquarters is in Maryland, but we have team members around the country focused on helping our customers. We pride ourselves on our amazing culture, which you can learn about here.

What position are we hiring for (and what will they do)?

We are looking for a Training amp; Development Partner to join our team. As a Training amp; Development Partner, you will help develop and implement engaging in-person and virtual learning experiences for product training. This will include a focus on creating and delivering our external product training, and customized product training to paying customers. In this role, you will ultimately be responsible for increasing technical product knowledge, and ensuring retention of our customers. The ideal candidate for this role will be able to bring software training best practices to the table, preferably in a start-up or rapidly growing highly technical organization.

As a successful Training amp; Development Partner you will:

• Develop and deliver external product training materials and programs, including recurring bi-weekly customer webinars focused on new product releases, feature adoption, and customer value realization to support retention and long-term growth
• Partner with Commercial teams to position and promote paid training services, including supporting Sales enablement efforts with training, messaging, and customer-facing guidance
• Support the creation and maintenance of standardized launch kits, templates, and customer training resources to ensure consistency and scalability across webinar and training experiences
• Prepare and deliver paid customer product training, as required by executed paid training agreements
• Work closely with the product management team to become a CTM product expert, training on current and new features as well as integrations
• Serve as a Subject Matter Expert (SME) for the internal training team by providing expertise on advanced product functionality, complex customer use cases, and nuanced workflows
• Manage the Customer training site to ensure customers have access to up-to-date, video guides as a learning option to complement Knowledge Base articles. This will include regularly reviewing content, editing as necessary, and managing the video library through YouTube hosting

What skills will help you to be effective on our team?

• 2+ years experience explaining technical solutions to customers and coaching peers
• 2+ years experience leading trainings for technical solutions
• Bachelor’s degree in Business, Education, Technology, or Human Resources preferred, but not required
• Knowledge of instructional design strategies and multimodal learning models
• Familiarity and comfort with a variety of software and presentation tools (Google slides, YouTube, Synthesia, Zoom, etc.)
• Confidence and ability to communicate effectively and credibly, both verbally and in writing, with audiences at all management levels and with various technical skill levels
• Strong organizational and communication skills
• Ability to quickly analyze complex business requirements and learn technical software in order to develop training materials and create interactive learning experiences
• Team-oriented, with the ability to empathize with our customers and employees’ training needs and quickly build rapport

What do you get in return?

• Not to brag, but we are an awesome team of people
• A salary that is guaranteed to be at least market value and reviewed annually to make sure it stays that way
• We love to give out annual merit increases to team members who are meeting our expectations
• When we win, you win - we pay quarterly bonuses up to 15% of that quarter’s salary when we reach out revenue goals
• We offer flexible, hybrid in-office/remote work arrangements based upon the employee’s position and performance
• Generous PTO policy that allows employees to accrue up to 30 days per year, depending upon tenure
• 8 paid holidays, plus one additional floating holiday employees can use to celebrate their birthday or a federal or religious holiday or their choice
• 24 hours of VTO (voluntary time off) allows employees to take paid time off to volunteer at their favorite charities or support their causes
• 401k Plan with per-pay employer matching up to 4%, that you are immediately vested in
• Free basic medical, dental, and prescription plan coverage for employees and generous coverage for your family; plus both HSA and FSA pre-tax account options, which can be used to pay for health related expenses
• Up to 4 weeks of paid parental leave
• Free basic life insurance and AD amp;D coverage equal to your annual salary
• Free short term disability coverage at 100% of salary after being employed for 6+ months
• Free access to a wide range of health and well-being information and services such as telephonic counseling, legal advice, and will preparation

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities/Affirmative Action