Vital Roles and Org Structures of Great Software Training Functions
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Vital Roles and Org Structures of Great Software Training Functions
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Transcript of Vital Roles and Org Structures of Great Software Training Functions
Vital Roles and Org Structures of Great Software Training
Functions
@billcush
Bill CushardHead of Training
ServiceRocket
Danielle Tomlinson
Senior Director, Global Education Services,
Hortonworks
@derryone
Sarah E. Brown
(moderator)
ServiceRocket@SEBMarketing
About ServiceRocket
Helping people get the most out of their software
TRAINING TrainingSUPPORT UTILIZATION- Atlassian Platinum Expert Partner
- Founded in Sydney, Australia 2001
- Palo Alto, CA HQ since 2010
- 180 employees across 4 global offices:
- Palo Alto, Sydney, Kuala Lumpur, Santiago
#TrainingIs Customer Success Series
Topic:Date:
*Getting Started Building TrainingMarch 31, 2015
*Keeping Content Up With Software Changes April 21, 2015*Data-Driven Approach to Training May 19, 2015*Training in Pre-Sales to Help Sell Product June 16, 2015Org Structures/Roles of Great Training Orgs July 14, 2015 Training to the Tech Adoption Lifecycle Aug 11, 2015
*Recordings and Registration available: http://bit.ly/sr-webinars
Where in the World?
Agenda
● Why Organization Matters?
● What to Think About When Building An
Organization
● Roles
● Organization Structures
Why Organization Matters?
“ Plans are of little importance, but planning is
essential.”
Winston Churchill
The war is not won with bayonets, but with effective organization.
Unknown
“I think one of the main challenges that the World Bank faces is creating an
organizational structure that doesn’t get in the way of its
staff.”- Jim Yong Kim,
President of the World Bank
The organizational chart means very little. I need my bosses’ goodwill, but I need the goodwill of my subordinates even more.
Lloyd Blankfein, Chairman and CEO, Goldman Sachs
The neglected leadership role is the designer of the ship.
Peter Senge
@bilcush
Danielle Tomlinson
Senior Director, Global Education Services, Hortonworks
@derryone
Roles
Poll
Software Training Maturity Model
Organization Model - Building
Organization Model - Optimizing
Organization Structures
Software Training Maturity Model
Delivery / Operations Focus
Integrated into Org Operations
@billcush
Bill CushardHead of Training
ServiceRocket
Danielle Tomlinson
Senior Director, Global Education Services,
Hortonworks
@derryone
Questions?!
The Next Webinar...Tuesday, August 11 10am PTHow to Target the Right Training to
the Right AudienceSpecial Guest:
Anthony NygrenMarketing, CX, and CRM Leader at E
MI Strategic Marketing
Register: http://bit.ly/SR-Webinars
Thank youservicerocket.com@ServiceRocket
Appendix
Software Training Maturity Model
Stage 1: Reacting● Customer is driving need for training.● It’s a fire drill responding to ad hoc
training requests.● Highly stressful.
Stage 2: Performing
● Yes, you have training and customers take it.
● Learning management system (maybe).● Training content covers 80% of what
customers need to learn.● Training manager or someone who
“owns” training.● Customers give training good scores on
surveys.
Stage 3: Scaling
● Need to figure out: How to handle growth in training demand, without growing team at same rate.
● Putting self-paced learning options in place.
● Training partner model.
● Leveraging learning technologies.
Stage 4: Optimizing
● High level training executive leading the organization.
● Accountable to a number.
● Revenue, profitability, product adoption, renewals, etc.
● Customers see training as a strategic part of your offering.
Thank youservicerocket.com@ServiceRocket
