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Customer Success Learning and Development Program Manager

| Santa Monica

At PatientPop, we believe healthcare providers should focus their attention on delivering quality care to patients. That's why we devised a solution that allows providers to build a thriving practice, without being tied down by the burdens of business growth.

We've helped thousands of providers since our founding in 2014. Along the way, we cultivated an incredible work environment — one of the best, according to Great Place to Work.

Our dedicated team brings a blend of experiences that drives innovation and customer success. Our development-focused culture allows employees to thrive personally and professionally. And our bustling (dog-friendly!) offices are in an enviable location: just two blocks from the beach and around the corner from 3rd Street Promenade.

Now, we want you to be a part of it all.

How you will contribute:

The Customer Success Learning and Development Manager [L&D] will be responsible for owning the end-to-end learning and development program specifically for our Customer Success team inclusive of instructional design, development and delivery.

Reporting to the Head of Learning and Development [L&D], the job of the Customer Success L&D Manager will be focused on creating and delivering scalable training programs to ramp up new employees and improve productivity that contributes to our Learn and Grow culture. The goal is to facilitate learning experiences across PatientPop.

  • Become an expert in our product, value proposition, industry and best practices to drive customers’ success on our platform. Stay up to date on SEO best practices and online marketing trends
  • Work in partnership with Customer Success leadership and team members to assess gaps and prioritize needs to improve efficiencies and drive results
  • Create Customer Success development strategy and build curriculum plan to support achievement of desired knowledge and skills that meet current and future needs in support of People and Customer Success initiatives
  • Manage full life cycle of L&D programs for new CS team members and continuous learning for all of CS. Design, develop, deliver and evaluate in partnership with L&D team, Sales, Marketing and other experts across organization to understand real-world experiences to create consistent, effective, scalable and engaging development programs inclusive of content creation, practice scenarios, tutorials, job aids
  • Work in partnership to create consistent, effective and engaging messaging for all L&D programs; new product rollouts; process changes; tools and best practices
  • Establish appropriate metrics and report on quantifiable progress over time by constantly taking initiative to gather feedback inclusive of training impact, efficiency of initiatives and skills mastery for individuals and the organization. Measure the level of usage across tools to provide guidance on business impact and adoption
  • Model life-long learning, staying aware of trends, technologies, tools in the L&D space and apply appropriately to overarching strategic L&D initiatives on behalf of the organization
  • Leverage tools to optimize learning
  • Work at a fast pace and be comfortable with shifting priorities

Skills you’ll bring:

  • BA/BS degree, with 5-7 years of relevant professional experience in Customer Success and/or Learning & Development experience
  • Well versed in adult learning principles and current trends - preferably in the B2B SaaS space and businesses in high growth cycles
  • Demonstrated ability manage curriculum development (self directed, online, blended, in person) that are scalable
  • Self starter with ability to effectively partner with various stakeholders and work collaboratively across multiple departments and levels
  • Collaborative, team player with a strong focus on delivering to have an impact
  • Excellent service orientation with strong interpersonal and communication skills, both written and verbal
  • Track record of creative problem-solving, and the desire for continuous improvement
  • Proven ability to handle multiple, time-sensitive projects and competing priorities simultaneously with strong project management to drive projects to completion without significant supervision
  • Proficiency in creating, delivering, scaling and measuring L&D solutions to multiple teams
  • Experience using Salesforce or other CRM platform highly preferred
  • SEO, Google Analytics and Digital marketing all a plus

Why you're important to us:

The Customer Success Learning and Development Manager plays a critical role enabling our organizations success by ensuring that our employees are well versed in helping our customers be successful. You’ll partner closely with CS leaders and L&D teammates to design, develop and deliver to improve productivity in a digestible and impactful way. Additionally playing a vital role providing consistency across PatientPop to help our people Learn and Grow. Essentially help us build out world class Learning and Development at PatientPop.

In 90 days you will:

  • Build relationships and spend time to gain solid understanding of our business, our solution and the way we work
  • Meet with Customer Success and Sales stakeholders, SME’s to begin intake for design
  • Identify, prioritize and create 90 plan with areas of focus
  • In partnership with the Instructional Designer - L&D initiate design against highest priority deliverables
  • Deliver Customer Success training to new and existing CS teammates

PatientPop has one simple mission: to help healthcare practices thrive. We do this by giving providers everything they need attract and recall patients to continuously grow their practices.

Our solution is the first complete cloud-based platform that's HIPAA-compliant and proven to accelerate new patient acquisition, while also eliminating the need for dedicated marketing resources. With PatientPop, providers can attract more patients, manage online reputation, modernize the patient experience, and automate the front office — all without sacrificing quality patient care. Learn more at patientpop.com

We will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.

Read Full Job Description

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • SqlLanguages
    • VueLibraries
    • Backbone.jsFrameworks
    • LaravelFrameworks
    • MySQLDatabases
    • Google AnalyticsAnalytics
    • AxureDesign
    • InVisionDesign
    • SketchDesign
    • MoqupsDesign
    • Google DrawingsDesign
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM

Location

A block from Ocean Ave., the beach, tons of restaurants and Third Street Promenade: eat, sunbathe, shop -- or do all three -- on your break.

An Insider's view of PatientPop

What’s the vibe like in the office?

There's a lot of chemistry. All of us are, honestly, really good friends. I know that sounds cheesy and everybody probably says that, but we do a lot of fun stuff together outside of work. Those relationships make communication and collaboration that much stronger during work.

Kirsten

Manager of Customer Success

What kinds of technical challenges do you and your team face?

We are currently working on ways to streamline our internal workflows. I love creating and improving our automation tools so that our implementation managers can focus more on their providers and less on the backend.

David

Web Administrator

How does the company support your career growth?

PatientPop allows the flexibility for us (graphic designers) to push our platform's limits and learn how to create within boundaries, which is vital to the success of any artist.

Patric

Sr. Website Designer

What unique initiatives do you have that encourage innovation?

At PatientPop, we’re big believers in transparency. It’s important to Travis and myself that we arm our employees with all of the information they need to make decisions. We empower them to make those decisions autonomously.

Luke

Co-Founder and Co-CEO

What unique initiatives do you have that encourage innovation?

On the engineering team, everyone from interns all the way to a Sr. Engineers are given a lot of autonomy and responsibility. So you’ll notice as early as your first day, you're already working on the product and with the team to get something delivered. That's really unique.

Aashin

Director of Engineering

What are PatientPop Perks + Benefits

PatientPop Benefits Overview

Our healthy work environment demonstrates that we value our team members, and their happiness and well-being contribute to our business success.

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Fully paid dental coverage for full-time employees.
Vision Benefits
Fully paid vision coverage for full-time employees.
Health Insurance Benefits
Fully paid healthcare coverage, with premium buy-up options.
Life Insurance
Wellness Programs
PatientPop provides over 20 partnerships with local studios for employee discounts along with wellness classes onsite!
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
PatientPop offers 12 weeks of paid paternity leave for primary caregivers.
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Three weeks paid time off for all employees and four weeks for tenured employees of three years or longer. We also provide a $1500 vacation stipend at your fourth anniversary!
Paid Volunteer Time
We encourage employees to give back and offer 16 hours of paid volunteer per year.
Paid Holidays
10 paid holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
PatientPop offers free parking, metro memberships, Uber, and scooter credits to make sure you can get to/from work with ease.
Company Outings
Stocked Kitchen
Some Meals Provided
Catered lunch on Thursdays.
Happy Hours
Parking
Pet Friendly
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program

Additional Perks + Benefits

As a company we share common values of honesty and accountability. We’re mentors and team players who believe that happy employees support one another at all levels of the business. Leadership sets the tone for an organization, and we focus on fostering a positive, collaborative environment.

Our people are at the core of our strategy, so it’s our mission to attract and retain the very best talent in the industry. We implement world class training for our teammates and next generation of leaders, and create a transparent performance management system that rewards exceptional performance.

Our healthy work environment demonstrates that we value our team members, and their happiness and well-being contributes to our business success.

Here’s a quick look at a few of our many perks:

Paid time off:
Three weeks of paid vacation
Paid Volunteer Time off
Employee Anniversary Awards such as PatientPop swag, birthdays off, a vacation stipend and additional PTO at anniversary milestones.

Professional Development:
PatientPopTalks - Speaker series that brings new conversations and discussion topics regarding technology, design, healthcare, business trends, etc.
PatientPop University
Employee and manager mentor program

Employee Wellness:
100% Fully paid health care, dental and vision plans for employees
Weekly wellness events including in office massages, meditation, yoga, pilates and more
Sponsored team sports like volleyball, softball, basketball and a running club

Office Perks:
Dog-friendly workplace; you can bring your best friend to the office (every day is a great day with our furry friends running around)
Weekly catered lunches
Kombucha and cold brew coffee on tap
Delicious snacks stocked daily, including local, organic produce
Flats of La Croix in every flavor

Team Building:
Team events including trivia night, board game night, baseball games, beach days
Community volunteer events including paid volunteer time off days
Ping pong tournaments (our CEOs play, too)
Regular themed company happy hours
Monthly birthday celebrations

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