Director Customer Onboarding; Learning Enablement

As the Director, Global Customer Onboarding;
Learning & Enablement AECO
, you are the primary architect of the customer’s journey from "contract signed" to "fully enabled." Reporting to the Global VP of Professional Services and Customer Onboarding, you will translate global strategy into regional execution. You will lead a worldwide organization responsible for the global implementation methodology, the digital learning ecosystem, and the internal enablement of our Professional Services (PS) teams and partners.

Your goal is to build a unified, scalable onboarding engine that accelerates Time-to-Value (TTV) and secures long-term product adoption across all international markets.

• Unified Methodology: Design and govern a single, world-class onboarding framework that is adaptable across different languages, cultures, and regional AECO regulations.

• Process Automation: Partner with Product and Engineering to build "automated onboarding" features, reducing manual setup time and allowing the team to focus on high-value consulting.

• Journey Mapping: Define the global "success milestones" for Enterprise, Mid-Market, and Scale customers to ensure a consistent global experience.

• LMS & Curriculum: Own the AECO Customer Onboarding strategy and budget for the Global Learning Management System (Docebo). Oversee the creation of multilingual training paths for global customers on our products and project management workflows.

• Certification Programs: Establish the global standards for customer and partner certifications, ensuring a high bar for implementation quality worldwide.

• On-Demand Strategy: Shift the needle from instructor-led training to scalable, digital-first learning content to increase reach and profitability.

• Partner Governance: Set the technical standards and audit processes for the Global Partner Implementation Ecosystem.

• Internal Readiness: Own the "New Hire" and "Continuous Learning" programs for the Global Professional Services team, ensuring consultants are experts on new product releases before they hit the market.

• World-Class Curriculum Design: Direct the creation of industry-leading, paid training programs tailored to AECO personas.

• Global Certification Program and Subscription Based Learning: Build and monetize a tiered certification ecosystem (Associate, Professional, Expert) that becomes the industry standard for your platform. Develop and scale a recurring revenue model for "Continuous Learning" platforms, ensuring customers pay for ongoing access to updated AECO workflow content.

• Global Training P&L and Monetization Strategy: Full accountability for the Training business unit’s revenue and gross margin. You will manage the balance between "high-touch" (instructor-led) and "high-margin" (digital/on-demand) revenue streams. Define the pricing and packaging of global training credits, certification programs, and premium "Enablement-as-a-Service" subscriptions.

• Utilization of Training Resources: Partner with the VP and Sr. Directors to monitor the billable utilization of Global Trainers and Consultants to ensure the organization remains profitable while meeting customer demand.

• Revenue Forecasting: Provide monthly and quarterly forecasts for training revenue, ensuring alignment with global sales cycles and product launch dates.

• Blended Learning Delivery: Oversee the delivery of diverse training formats:

  • Public Classrooms: High-margin virtual sessions for multiple customers.

  • Private Custom Workshops: High-touch, bespoke sessions for Enterprise Tier-1 clients.

  • Digital-Only Paths: Scalable, automated revenue through the LMS.

• PSA & LMS Integration: Partner with the Corporate Enablement Organization, the Trimble Digital Transformation organization, and the AECO Customer Experience Operations team to oversee the integration between the Professional Services Automation tools (Kantata/Rocketlane), the Training Management System for ILT/VILT (Administrate) and our Learning Management System (Docebo)…