Technical Support Enablement Trainer

Drive Capital; Raleigh (NC); On-site; USD 100,000 - 150,000; Full time

Job summary

Drive Capital in Raleigh, North Carolina, seeks a Technical Support Enablement Trainer to design, deliver, and scale training for the Customer Success team. You will partner with Technical Enablement, Product, and cross-functional leaders to ensure CS professionals have the skills to drive adoption and satisfaction.

The role emphasizes hands-on learning, live sessions, LMS stewardship, and ongoing content updates to reflect product releases and industry practices. Travel may be required.

Qualifications

• Proven track record in designing and delivering training programs for customer-facing teams.
• Experience with highly technical support procedures in similar industries to VAST Data.
• Strong facilitation and presentation skills, both virtual and in-person.
• Excellent written communication and instructional design capabilities.
• Familiarity with LMS platforms, adult learning principles, and training evaluation methods.
• Demonstrated ability to work cross-functionally and manage multiple priorities.
• Background in Customer Success, Professional Services, Support, Enablement, Learning & Development, or a similar field.

Responsibilities

• Design, deliver, and scale training content for the Customer Success team, covering onboarding, product knowledge, and best practices for customer engagement.
• Facilitate live training sessions, webinars, and workshops to drive engagement and retention.
• Collaborate with SMEs to ensure content accuracy, relevance, and practicality.
• Maintain a library of up-to-date materials, playbooks, and certifications aligned with goals.
• Track progress in LMS and update materials for new releases and changes.
• Measure training impact with KPIs and iterate programs based on feedback.

Skills

Training program design

Facilitation skills

Instructional design

LMS familiarity

Adult learning principles

Cross-functional collaboration

Customer success background

Public speaking/presentation

Technical support procedures

Tools

VMware

Docker

Hardware lab management

Job description

Technical Support Enablement Trainer

• Enablement
• Raleigh, North Carolina
• Senior
• Full-time

Description

We are seeking a highly motivated, technical, and experienced Customer Success Training Manager to join our Enablement team. This role will focus on building, delivering, and maintaining world-class training content for our Customer Success team. You will work closely with Customer Success leadership, Technical Enablement, Product Management, R&D and other cross-functional teams to ensure our Customer Success Managers (CSMs), Customer Success Engineers (CSEs), and Professional Services Engineers (PSEs) have the skills, knowledge, and tools needed to drive customer adoption, retention, and satisfaction.

Key Responsibilities

Training Program Design & Delivery

• Develop, implement, and scale training content for the Customer Success team, covering onboarding product knowledge, NPI, issue identification, troubleshooting, and customer engagement best practices.
• Facilitate live training sessions, webinars, and workshops that drive engagement and learning retention.
• Partner with Subject Matter Experts (SMEs) to create content that is accurate, relevant, and practical.

Curriculum & Content Management

• Maintain a library of up-to-date learning materials, playbooks, and certifications aligned with business goals.
• Utilize the Learning Management System (LMS) to track progress and completion.
• Continuously update content to reflect new product releases, process changes, and industry best practices.

Stakeholder Collaboration

• Collaborate with the Technical Enablement & Customer Success Leadership to identify skill gaps and prioritize enablement initiatives.
• Partner Product Management, Office of CTO, Customer Success, and Technical Enablement team to ensure alignment across the customer journey.
• Gather feedback from all stakeholders to measure training effectiveness and iterate as needed .

Performance Measurement & Optimization

• Establish metrics and KPIs to evaluate the success of training programs (e.g., ramp time, customer health improvements, NPS, renewal rates).
• Analyze performance data and recommend improvements to drive measurable business outcomes.

Requirements

Qualifications

• Proven track record in designing and delivering effective training programs for customer-facing teams.
• Experience with highly technical support procedures in similar industries to VAST Data
• Strong facilitation and presentation skills, both virtual and in-person.
• Excellent written communication and instructional design capabilities.
• Familiarity with LMS platforms, adult learning principles, and training evaluation methods.
• Demonstrated the ability to work cross-functionally, manage multiple priorities, and drive initiatives independently.
• Background in Customer Success, Professional Services, Support, Enablement, Learning & Development, or a similar field.

Technical Skills

• Solid understanding of virtualization and containerization technologies, including VMware and Docker.
• Excellent analytical and problem-solving skills.
• Nice to have hands-on lab and hardware management experience.
• Willingness to travel up to 30%