Product Training Lead

Incognito Software - Vancouver, BC (30+ days ago)

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Incognito Software requires an experienced leader to help develop, co-ordinate and better monetize our customer product training program to service our global client base.

Job Description:
T raining Service Offer Development

Service Offers: Ownership for all current training offers to ensure there is an entry in the price book for each offer, a description of each offer including a detailed course outline with training objectives and pre-requisites for trainees and environment setup
Service Definitions: Define objectives by performing gap analysis and applying knowledge of the customer work environment when designing and developing training material, activities and job aides
Service Scope: Develop training solutions for customers, partners and employees; develop training materials and associated documentation for instructor-led training courses and eLearning offerings
Service Improvements: For all current training offers ensure that training material is stored in a central place and updated at least once per year to match the most recent Major GA Software release. Ensure all training materials reviewed and approved by product and marketing
Service Documentation Management: Oversees documentation integrity to ensure accuracy, quality, version control, and distribution processes. Maintains documentation so that training materials are easy to identify, access, and update
Services Creation: Conceptualize new services training offering’s in coordination with Product Management, Sales and Marketing to grow Services portfolio

Managing Training Delivery

Training Opportunities: Support all pre-sales efforts through RFx, Quotes and SOW’s to ensure Incognito is positioned to win new training business.
Training Co-Ordinator: Track globally all training requests in a central online calendar for Incognito staff viewing. This calendar should include customer, proposed or committed dates, courses to be trained, trainer name, training location, and customer contact.
Training Capacity : Co-ordinate with delivery managers resource assignment for training when you are not directly delivering the training. Track staff plans and training for effective resource assignment to optimize annual training calendar and minimize conflicts
Training Delivery: Execute and report status weekly on all training activities. Ensure a customer feedback process is inked with every course for continuous improvement. Provide monthly rollup of services revenue achieved and forecast on a 12 month rolling basis
Timesheet Management: Monthly timesheets to expected results (Billable and non billable)
Travel: Ensure to maximize cost recovery for all travel and travel costs managed to optimize profitability


Bachelor’s degree in Engineering, Computer Science or Business
Minimum 5+ years of professional services/consulting experience in a leadership role
Minimum 5+ years in defining and delivering customer training in OSS
Background in the telecommunications industry preferred but management of software product based training is a must
Experience building programs and proactively managing remote workers
Strong interpersonal, human resources, relationship management skills in managing teams
Project Management expertise with a proven track record of successful execution
Strong attention to detail while handling multiple projects simultaneously
Demonstrated problem-solving skills and customer-first orientation
Commitment to excellence and continuous improvement
Proven track record of building strong relationships: works collaboratively and relates effectively to others by consulting with employees, colleagues, partners, clients, users and stakeholders
Experience in Linux OS, Databases (MongoDB, MySQL), Telecom networks (TCP/IP, DOCSIS, PacketCable, TR-069, FTTx, Packet Captures, SNMP, etc.)
Preference given for Multilingual: Spanish and/or Mandarin and/or Cantonese and/or Portuguese


Incognito office in either Vancouver, BC or Ottawa, ON
Travel to various offices and customer locations globally required (estimated 25% travel)