Senior Customer Training Manager I

ICON is looking for a Senior Customer Training Manager to own the development and management of all customer training programs. As the Training Program Manager, you will be responsible for building the learning paths and content needed to onboard new customers for our Vulcan and Phoenix programs, as well as support their continued product adoption. This role is based at ICON's Austin, TX campus and will report to the Head of Customer Success on ICON's Operations team.

RESPONSIBILITIES

• Design, implement, and continuously refine comprehensive training programs for ICON customers in service of successful customer 3D printing operations.
• Manage the full training program lifecycle, from needs assessment and curriculum design to delivery, evaluation, and continuous improvement.
• Collaborate cross-functionally with Customers, Operations, Business Development, Marketing, and Leadership to align and deliver on customer experience goals.
• Partner with subject matter experts to create engaging and effective learning materials for new customers.
• Oversee training spend, manage vendor relationships, and lead the selection process for any external training services.
• Define and measure program effectiveness by tracking feedback and key metric and presenting qualitative and quantitative program data in regular business reviews.
• Deliver blended learning experiences that may include e-learning modules, in-person workshops, and instructor-led training.
• Maintain an organized library of training resources and documentation, ensuring accessibility and relevance for all customers and internal teams.

MINIMUM QUALIFICATIONS

PREFERRED SKILLS AND EXPERIENCE

ICON is an equal opportunity employer committed to fostering an innovative, inclusive, diverse and discrimination-free work environment. Employment with ICON is based on merit, competence, and qualifications. It is our policy to administer all personnel actions, including recruiting, hiring, training, and promoting employees, without regard to race, color, religion, gender, sexual orientation, gender identity, national origin or ancestry, age, disability, marital status, veteran status, or any other legally protected classification in accordance with applicable federal and state laws. Consistent with the obligations of these laws, ICON will make reasonable accommodations for qualified individuals with disabilities.

Furthermore, as a federal government contractor, the Company maintains an affirmative action program which furthers its commitment and complies with recordkeeping and reporting requirements under certain federal civil rights laws and regulations, including Executive Order 11246, Section 503 of the Rehabilitation Act of 1973 (as amended) and the Vietnam Era Veterans' Readjustment Assistance Act of 1974 (as amended).

Headhunters and recruitment agencies may not submit candidates through this application. ICON does not accept unsolicited headhunter and agency submissions for candidates and will not pay fees to any third-party agency without a prior agreement with ICON.

As part of our compliance with these obligations, the Company invites you to voluntarily self-identify as set forth below. Provision of such information is entirely voluntary and a decision to provide or not provide such information will not have any effect on your employment or subject you to any adverse treatment. Any and all information provided will be considered confidential, will be kept separate from your application and / or personnel file, and will only be used in accordance with applicable laws, orders and regulations, including those that require the information to be summarized and reported to the federal government for civil rights enforcement purposes.

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