Senior Manager Of Client Training Services

POSITION SUMMARY:
The Senior Manager of Client Training Services at K2 Services is responsible for leading our Client Training initiatives and ensure the consistent delivery of exceptional training experiences to our clients. In this role, you will be responsible for centralizing and standardizing the training process, platforms, and materials while focusing on the end-user experience. You will collaborate closely with our clients and internal teams to deliver both specific training engagements (fixed-fee and time-and-material), training staff augmentation (new hires, defined program delivery), and fully managed technology Training Services for our clients.
ROLES & RESPONSIBILITIES:
Training Strategy

• Develop and implement a comprehensive training strategy that aligns with our clients' needs and business objectives, including specialized application training.
• Identify key training goals and performance metrics to measure the effectiveness of training programs.
• Stay abreast of industry trends and emerging technologies to adapt and enhance training strategies.

Standardization & Centralization

• Create and maintain standardized training templates, guidelines, and best practices.
• Develop and maintain a comprehensive library of training documentation and materials.
• Oversee Thought Industries Learning Management System (LMS) and centralize training materials and resources.
• Ensure that training materials are user-friendly and accessible to both trainers and trainees.
• Collaborate with subject matter experts to create and update training content.

• Ensure training materials are accessible, up-to-date, and compliant with industry regulations.

Client Engagement

• Conduct thorough needs assessments with clients to determine their unique training requirements.
• Collaborate with K2 Services Client Engagement Managers, Service Delivery Managers, and directly with clients to customize training programs, ensuring they address specific challenges and goals.
• Foster strong client relationships, serving as a trusted advisor on training solutions.

Training Delivery

• Lead and coordinate the delivery of training programs, overseeing a team of trainers.
• Ensure training sessions are engaging, interactive, and tailored to the target audience.
• Monitor training sessions to collect feedback and identify areas for improvement.

Deployment Support

• Centrally manage and coordinate training associated with software and desktop refresh rollouts and upgrades, including development of communications, training material (instructor-led, remote/virtual or video-based formats) and supplemental user-facing material (e.g., reference guides, how-to-prepare overviews, etc.)
• Coordinate Floor Support needs for rollouts and upgrades, including management of resources and scheduling for this activity, in either an on-site and virtual capacity as determined by the needs of each individual rollout.

Team Leadership

• Recruit, train, and mentor trainers to build a high-performing team.
• Set clear performance expectations, conduct regular performance evaluations, and provide constructive feedback.
• Foster a collaborative and innovative team culture that promotes continuous learning and development.

Continuous Improvement

• Gather and analyze training effectiveness data to drive ongoing improvements.
• Iterate on training programs to incorporate feedback and align with evolving client needs.
• Implement emerging industry best practices to enhance the quality and relevance of training materials.
• Continued refinement of training tools, including media creation tools to allow for streamlining of recording and editing of video content.

Reporting

• Prepare and deliver regular reports and metrics on training outcomes, client satisfaction, and team performance.
• Present findings to senior management and recommend strategic adjustments as needed.

KNOWLEDGE, SKILLS & ATTRIBUTES:

• Strong understanding of IT Training Services to external clients, including knowledge and experience of using, creating, maintaining training tools, programs, and teams
• Understanding of effective training tools, processes, and programs
• Strong leadership and team management abilities, with a focus on fostering respect, collaboration, accountability, and excellence.
• Strong project management skills with the ability to manage multiple training engagements simultaneously.
• Excellent communication, presentation, and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and executive leadership.
• Models the company values of Respect, Accountability, Collaboration, Innovation and Service Orientation

QUALIFICATIONS

• 8+ years proven experience in managing Training Services and programs within the IT and/or legal industry.
• Familiarity with applications commonly used in the legal industry (including but not limited to Microsoft Office, Document Management Systems, and various document productivity/workflow tools)
• Prefer familiarity with typical legal document workflows and processes (documentation preparation, document comparisons, word processing, templates, Office customizations, etc.)
• Demonstrated ability to work collaboratively with clients and internal teams
• Proven experience in standardizing training processes and materials and managing multiple client engagements across team of trainers.
• Bachelor's Degree in Computer Science, Business Education, or a related field.
• Successful track record of managing Training Services to external clients.