Infor

The Customer Support team at Infor is seeking a Training & Enablement Sr. Manager / Director to design and implement a comprehensive training strategy for the global Customer Support team. This strategic and execution-focused role will address current gaps by developing the training strategy, plan and calendar, focused on providing comprehensive learning paths and accreditation to support both professional skills and foundational practitioner knowledge. The primary goal is to strengthen the support team capabilities, ensuring the team is equipped with the functional, technical, and troubleshooting skills required for effective, efficient support and issue resolution. The position will focus on designing, developing and managing a robust, sustainable learning program in collaboration with key business stakeholders, and drawing on Infor U and industry standards and best practices, identifying training needs across the team, and ensuring program goals are successfully designed and executed.

The ideal candidate will be an experienced training and enablement professional with a strategic mindset and strong execution focus, ideally with a background in customer / technical support or post-sales learning programs in enterprise software. They will lead key enablement initiatives, leveraging data and metrics to create and continuously improve the Customer Support learning program.

A Day in the Life Typically Includes

Training Program Development & Innovation:

• Partner with Support leadership team to identify training gaps and define the overall learning strategy and priorities. Understand the technical and professional skills training needs of the customer support team, including needs specific to various roles and geographies, and in support of Infor’s vision and strategic priorities.
• Create and curate engaging training content for the Customer Support team, ensuring it covers key areas like product knowledge, troubleshooting, professional skills, and more. Ensure training is modular, scalable, and aligned with team needs and best practices, driving engagement and retention.
• Define metrics to measure learning effectiveness and impact on agreed business outcomes. Analyze data and industry best practices, tools, and processes, present findings, and identify program improvements.

Training Execution & Management:

• Design and develop the comprehensive Customer Support training roadmap, plan and calendar, overseeing the rollout of specific initiatives. This includes leveraging and evolving existing training content, coordinating across the team, managing schedules, and ensuring seamless planning and smooth delivery.
• Partner with key leaders to drive program launch activities including effective communication assets and plans.
• Articulate, communicate, and publicize the roadmap for enablement content, certification development, and updates.
• Facilitate or lead training sessions, including a train-the-trainer approach with SMEs, as needed to ensure content is effectively delivered and learning objectives are met.

Stakeholder Collaboration & Communication:

• Collaborate with Support leadership team and key stakeholders across regions to align training initiatives with business needs, helping drive change management to support the adoption of new learning approaches.
• Coordinate with key stakeholders in CSX, including Education team and other Infor teams as needed, to align on broader learning strategy, initiatives, and leverage best practices and relevant training content. Foster relationships with various Infor learning stakeholders, collaborating to select required courses and appropriate titles, topics, and platforms for both learning and assessment.
• Provide regular updates to Support leadership on training progress, outcomes, and areas for ongoing improvement. Collaborate with other teams (e.g., product, engineering) to stay updated on new features and product changes.

Employee Development & Continuous Improvement:

• Mentor and support identified SMEs across the team (train-the-trainer approach), focusing on enabling them to continuously develop their skills and stay engaged with the training goals of the Customer Support team.
• Collect and analyze data on training effectiveness, from feedback surveys to support performance metrics. Refine training plan and programs based on results to enhance training impact and team performance.

Basic Qualifications

• Subject matter expertise with a proven track record of developing and executing enablement programs for a variety of internal roles, ideally within customer support or technical support functions in the enterprise software sector.
• Strategic vision and execution with ability to develop a comprehensive training strategy, set clear objectives, and implement training programs with measurable outcomes, while balancing both short-term needs and long-term goals.
• Experience leading enablement agendas for global teams, driving change and fostering a culture of continuous improvement. Ability to influence and motivate stakeholders to prioritize training and enablement initiatives.
• Strong organizational and communication skills, with the ability to manage multiple training initiatives (focus areas) simultaneously, including designing and managing training schedules, ensuring adequate resources, and tracking progress.

Preferred Qualifications

• Experience with learning technologies including LMS (learning management systems), digital learning tools, and adaptive learning platforms.
• Knowledge in ERP, Cloud technology and technical expertise not limited to technology platform