Global Learning Specialist
3 days ago
ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work.
Job RoleThe EMEA Success Hub Delivery Senior Specialist plays a key role in ServiceNow's Global Learning & Development organization, specifically within the School of Customer Excellence. This position involves onboarding early-career Customer Success (CS) Guides in one of our regional Success Centers (Dublin, Costa Rica, Bangalore).
In this role, you will work closely with our Customer Success Guides, based in the Success Centers, to deliver live, primarily in-person onboarding and training. You will also be responsible for guiding these early-in-career hires through their development journey, providing them with the necessary skills, knowledge, and tools to excel in their roles.
Your responsibilities will include:
- Developing and delivering onboarding curriculum for new hire Customer Success Guides, covering essential topics such as product knowledge, customer success techniques, industry insights, customer value realization, and the broader customer journey.
- Utilizing various training methods like presentations, role-playing, and hands-on activities to onboard curriculum in instructor-led training settings.
- Providing expert guidance and coaching to new hires, leveraging your expertise and empathy to ensure they become effective facilitators and coaches themselves.
- Maintaining ongoing coaching and support to new hires, reinforcing learning and addressing individual needs.
- Gathering feedback from Customer Success Guides, leadership, and the rest of the School of Customer Excellence to continuously improve and evolve onboarding content.
- Collaborating with Global Learning and Development colleagues to maintain onboarding documentation, manuals, and resources for ongoing reference.
To excel in this role, you'll need:
- Hands-on experience with integrating AI into work processes, decision-making, or problem-solving.
- Proven track record in enablement as a trainer or leader of enablement programs, preferably with 4+ years of experience.
- Expertise in developing and deploying global enablement programs at-scale.
- Excellent facilitation skills, both in person and virtually.
- Familiarity with delivering enablement to customer success roles.
- Understanding of adult learning principles, enablement design, and development processes with a focus on Customer Success-specific programs and outcomes.
- Effective communication, critical thinking, and interpersonal skills.
- Ability to thrive in a fast-paced, team environment with multiple competing priorities.
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