Vice President, Knowledge and Learning (Customer & Partner Education)


About Us: Our mission is to elevate leading brands through unforgettable digital connections with their customers. Sitecore delivers a composable digital experience platform that empowers the world’s smartest and largest brands to build lifelong relationships with their customers. A highly decorated industry leader, Sitecore is the leading company bringing together content, commerce, and data into one connected platform that delivers millions of digital experiences every day. Thousands of blue-chip companies including American Express, Porsche, Starbucks, L’Oréal, and Volvo Cars rely on Sitecore to provide more engaging, personalized experiences for their customers. Learn more at . Sitecore’s foundation is our diverse group of passionate, smart, innovative, and collaborative individuals located across four continents and over 25 countries. Having a wide range of perspectives, experiences, and skills is what makes us the company we are today. The Sitecore values   are what drive and unite us across the globe. About the Role/ The Opportunity: The vision and mission of our CEO, Steve Tzikakis, is to create a legendary customer journey where our customers are the number one priority and receive an unparalleled service. In this role you will be instrumental in navigating Sitecore to an unprecedented level of customer success by building and leading a world class global training and education team. Reporting to our Chief Customer Officer, you will closely partner with our VP, Customer Success, SVP of Global Support and SVP Professional Services who supports upstream business stakeholders with effective program. Our courses, learnings and certifications require modernization or will be built from the ground up.  This role has the opportunity to shape the industry’s leading experience marketing software with award winning education offerings.  Our learners are Digital Marketers and have significant expectations regarding digital content and user experience.  Given these expectations and a highly competitive environment, our learning offerings must be unique, creative, engaging and deployed using innovative approaches and thought leadership.  He or she will ideally be familiar with disruptive technologies and innovative learning practices from adaptive learning, social learning, mobile learning and more. You will be responsible for leading amazing teams—both internal and outsourced facilitation--and will have significant people management experience.  As this leader's teams and programs are on the front line with our customers and partners, he or she must be a customer service fanatic. What You’ll Do: Build a global training delivery process across multiple SaaS based solutions focused on content creation for eLearning to assist our customers on their journey with Sitecore products and award-winning methodologies. Provide Technical certification programs with an emphasis on enabling Partners who sell and implement our offerings. Be responsible for global learning operations (LMS, scheduling, communications, marketing, reporting). Design and implement a partner training delivery model to help facilitate Sitecore’s growth strategy. Attaining revenue targets for the sales of our training solutions and certifications. Team management and development—particularly regionally located facilitators, operational support and management. You will be part of the Customer Success Leadership team responsible for the Customer Lifecycle, focused on on-boarding, adoption and consumption. Analyze current state of delivery, operations and revenue generation approaches; collaborate broadly to validate gaps and provide new direction and operating plan for improvements. Drive the Learning Programs and Design team to ensure united business and learning objectives; i.e., upstream programs and instructional strategies are in sync with delivery, operations and revenue directives. Review current state of our technical certifications strategy and programming with an emphasis on validated skill development and supporting exams for partners when deploying/implementing Sitecore solutions. Define our learning measurement or analytics strategy—particularly utilization, partner uptake; partner with Learning Design team for learning effectiveness strategy. What You Need to Succeed: Experience leading training programs with an emphasis on operational deployment and deploying training and certification offerings for-profit, globally – ideally to a mix of both customers and partners Track record and passion for leading high-performing teams. Successful at managing change and thriving in ambiguity on a global scale. Experience leading and implementing large global programs and including technical certifications. Excellent ability to motivate, inspire and communicate to multiple levels of the organization. Ability to build relationships and communicate effectively with key stakeholders, advise leaders on the most appropriate learning intervention for their needs, persuade/negotiate for the prioritization of critical initiatives and manage their expectations. Additional Skills That Could Set You Apart: Experience of building a successful customer education function for an enterprise / cloud software company Why you should click ‘Apply’ This is a great opportunity to join and build a true legacy, if building out an education function in a high growth environment where our customers and partners are truly king then this could be a career defining move. Sales and Customer Success are the key to our success! We are tapping into an exciting $30B market opportunity that is still very much in its infancy and feel It’s never been a better time to join Sitecore as we look to grow by 30% YoY. Growth for us means growth for you and your career. Great team and company culture! You can find out more about our company culture in the Sales and Customer Success team and our commitment to creating a diverse and inclusive workplace, on our YouTube Channel . Thanks to the work of every employee globally, Sitecore has been recognized for award-winning Culture by Comparably. If an offer is made and accepted, E-verify will be utilized to establish your identity and employment eligibility as required by the U.S. Department of Homeland Security. Sitecore is proud to be an equal opportunity workplace. We are committed to equal employment opportunity without unlawful regard to race, colour, ancestry, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability, veteran status or any other local legally protected characteristic. This employer is a corporate member of myGwork - LGBTQ+ professionals, the business community for LGBTQ+ professionals, students, inclusive employers & anyone who believes in workplace equality.