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Manager, Customer Success Training

| Santa Monica

PatientPop - the first Practice Growth Platform serving the healthcare industry - helps practices grow, modernize their patient experience, and streamline their front-office. The company's SaaS platform manages the patient journey from first impression to the examining room, and picks-up again after treatment is complete to nurture and recall patients when the time is right.

The Manager, Customer Success (CS) Training, is responsible for the strategic vision and tactical execution of a comprehensive training program to support the learning needs of all roles within PatientPop’s Customer Success organization from onboarding to relationship management. The Manager will create and deliver scalable training content to foster and grow the desired knowledge and skills to support operational consistency, repeatability and accuracy, and an exceptional customer experience. Programs will cover the full spectrum including, but not limited to, new hire onboarding, tools, operational workflows, soft skills, SEO, and new product/program releases, all while leveraging multiple learning tools/formats and measuring success and effectiveness throughout.

What You’ll Do:

  • Develop and deliver training curriculum including exercises, tutorials, job aids, assessments, etc.; manage the full curriculum development lifecycle, from requirements gathering to deprecation
  • Manage and optimize centralized LMS, Knowledge Base and FAQs; monitor to identify additional opportunities for improved content or training
  • Define and own curriculum assessment strategies to measure training impact on both individuals and the organization; analyze and understand data to suggest improvements for training and operations
  • Project manage roll-out plans, evaluation and feedback systems for all training programs; own stakeholder communications, launch strategy, and planning cycles
  • Collaborate effectively with a diverse set of stakeholders to support training for new products, programs, tools, and process changes
  • 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 with SMEs to capture knowledge and real-world experience to be delivered within training initiatives and programs
  • Work with CS members to identify and analyze training gaps and propose scalable solutions.
  • Collaborate with Sales and Marketing teams to ensure consistent positioning and communication across the full customer journey
  • Apply adult learning principles to create learning curricula that best suit the needs of the content (online, classroom, or blended learning methods)
  • Stay aware of trends, tools, and technologies in the training industry; apply appropriately in support of overarching strategic training objectives

What We’re Looking For:

  • 3+ years operational training experience, preferably in a SaaS business
  • Self-starter who takes the initiative to know what’s going on and to get yourself up-to-speed. You aren’t the type to wait for an invitation to the table.
  • Demonstrated ability to manage curriculum development and maintenance across multiple modalities
  • Excellent coordination, project management, and organization skills; able to drive multiple projects at once
  • Experience coaching trainers/facilitators
  • Flexibility with changing programs and processes; a willingness to dive deep, experiment rapidly and get things done
  • Strong analytical skills, ability to use/develop data to drive decision making
  • Experience working effectively with technical teams and senior leadership
  • Track record of creative problem-solving, and the desire to create and build new processes
  • Proficient knowledge of LMS systems, Knowledge Management systems, and online training programs
  • Proficient in the use of virtual facilitation tools (e.g. Zoom, WebEx or similar) and learning management systems
  • Experience with Salesforce.com, or other CRM tool, Google Docs and Google Sites
  • Proficient in Word, PPT, and Excel
  • Search Engine Optimization (SEO) experience a plus
  • Knowledge of Google Analytics a plus
  • Digital marketing experience a plus

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.

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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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