Customer Success Trainer

CUSTOMER SUCESS TRAINER

Summary:

As a key member in the Oracle NetSuite Global Business Unit (GBU) Enablement organization, this position is primarily responsible for our enablement programs in the LATAM Global Delivery Center (GDC) which serves our global team in North America, Latin America, JPAC and EMEA.  Customer Success Enablement supports newly hired and, experienced Customer Success Managers, Consultants, Project Managers, Technical Specialists, Customer Support and Trainers. This role is central to onboarding and upskilling the continuing enablement of employees on the NetSuite application, and teaching our customer engagement methodology and business processes.

As a member of the Oracle NetSuite Global Business Unit (GBU), this position is responsible for facilitating learning initiatives for our Customer Success organization. Such activities include conducting workshops, managing instructor-led trainings and guiding learners through structured activities defined within the various enablement programs. You will also champion the responsible adoption of AI and automation in enablement and day-to-day workflows, scaling best practices, and ensuring alignment with Oracle security, privacy, and compliance standards.

Additionally, you will be in a unique position to contribute to the growth and development of overall Customer Success Enablement programs.  You will be responsible for assisting in the ongoing development of enablement training and associated materials; including working with other departments to augment existing materials provided by them.  Additional activities include administering feedback sessions, revising or developing content based on participant feedback and new program initiatives, partnering with team members to ensure a consistent experience globally across all offices, and providing support as requested for overall Enablement operations. 

Responsibilities:

• Team with multiple stakeholders to define measurable learning objectives and goals, present solutions/plans, then develop content to execute on the solution
• Collaborate with fast-paced, high-volume enablement and curriculum development teams to develop innovative content
• Ensure content and learning path alignment across various Enablement Programs
• Facilitate and help maintain key content areas including Accounting, ERP, Methodology, Business Skills and Internal processes
• Acquire and maintain a working knowledge of the capabilities of NetSuite
• Lead AI literacy and enablement: create role-based learning on AI fundamentals, prompt design, responsible use, and productivity best practices for CSMs, Consultants, PMs, Technical Specialists, Support, and Trainers.
• Identify and prioritize AI/automation use cases across enablement and Customer Success (e.g., content generation and curation, learning personalization, coaching copilots, knowledge retrieval, workflow automation, analytics).
• Deliver instructor-led and virtual training to program participants in partnership with the Global Enablement Team
• Communicate effectively with a diverse subject matter expert (SME) group, extracting pertinent information then transforming that content into digestible pieces
• Drive program and participant success; investing in the success of the team and going above and beyond
• Motivate individuals to succeed through impassioned training, coaching, and creativity 
• Work effectively and cross-functionally across the organization; earning trust and building relationships throughout
• Maintain and update enablement content
• Perform ad hoc responsibilities as assigned

Ideal Candidate:

• Consultative approach to identifying, assessing, and prioritizing requirements
• Excellent stakeholder management skills with the ability to work in a global, team environment
• Experience training users on ERP, financial, or accounting systems is desired; knowledge of NetSuite a plus context.
• Experience with AI in enablement or operations (e.g., content generation, learning personalization, knowledge retrieval, copilots) and familiarity with responsible AI principles, security, and compliance in an enterprise context.
• Strong presentation, training and group facilitation skills; familiar and competent with audience-engagement methods and techniques appropriate for all types of audiences
• Solid project management skills – the ability to multi-task, excellent time management, organization, and prioritization skills with the ability to manage and meet tight deadlines
• Demonstrated knowledge of instructional design and adult learning principles desired
• Ability to create and track metrics
• Outstanding communication skills; presentation, written, verbal, listening, and influencing
• Effective presentation and group facilitation skills; familiar and competent with audience-engagement methods and techniques appropriate for all types of audiences
• Proficiency in English and Spanish is required 
• Bachelor's degree or recognized equivalency or achievement of recognized professional level