David Schock Email & Phone Number

Foster City, California, Us

Responsible for the on-boarding of new hires and continuing skill development of all Operations team members, including Implementation, Customer Success, Support, and Payment Operations.Responsible for designing and delivering training and certification on the Tipalti product, including new product releases.Responsible for technical enablement across Operations with a focus on driving efficiency and scaling the organization through automated processes.Responsible for creating and delivering training to new and existing customers.

New York City, Ny, Us

Responsible for the leadership and strategic direction of customer and partner enablement programs.Led the shift from custom and standard ILT courses to e-learning and in-app guides including the launch of Percolate Academy, an online learning portal.Managed a broad range of education functions, including curriculum development, training delivery, e-learning design, and technical and best practices documentation.Developed, reviewed and tested content to ensure quality. Owned all tools used by the Education team, including Zoom, Zendesk (knowledge base), Skilljar (LMS), Articulate, and Pendo.Partnered with Customer Success Operations to define customer health metrics, strategic initiatives, and new product offerings with a focus on customer adoption and retention. Worked with Content Marketing to promote new training products, create marketing collateral, and execute campaigns to promote Education Services.

New York City, Ny, Us

Responsible for the leadership and operational oversight of a global team of training experts and customer support reps based in the US and UK.Established team objectives and key results (OKRs) and reported progress to the Executive team during quarterly business reviews.Developed core competencies and career paths for both the training and support team functions.Provided coaching, feedback, and development plans for individual contributors. Maintained 95%+ CSAT rating for customer support.

New York City, Ny, Us

Responsible for the creation of a formal training practice, including the hiring of a team and planning the development and delivery of training programs. Designed learning solutions that blended onsite and online approaches and incorporated best practices to help drive user adoption.Collaborated with Customer Success, Support, Product Management, and Product Marketing to define the strategy for delivering Education solutions.Analyzed customer feedback to continuously improve enablement programs.Worked with Product Marketing to define go-to-market (GTM) strategies for enabling customers on new features. Managed new hire onboarding, ongoing enablement, and product certification for the Customer Success organization.Planned and coordinated the customer training program for Percolate's Transition conference in collaboration with Events Marketing.Presented the Education Services value proposition internally to Sales and Account Management, and externally to potential and existing customers.Collaborated with Account Managers, Implementation Managers, and Customer Success Managers on customer contracts and SOWs.Drove Education sales through SPIFs and other initiatives.

Austin, Tx, Us

Directed a global team of 20 curriculum developers in the US, Philippines, UK, and Singapore to produce customer training solutions to support revenue objectives.Developed comprehensive curriculums for initial implementation, ongoing adoption, and certifications.Designed functional and technical curriculums, available in blended learning, live virtual classroom, and self-study formats.Created a library of e-learning videos to provide task-based training for specific user personas.Coordinated localization efforts with the internal translation team and external vendors.Managed Pre-Event Training for SuiteWorld, NetSuite's annual user conference, including coordinating with Events Marketing, mocking up the website, planning the course catalog, and preparing the instructors.

Austin, Tx, Us

Managed a team of functional and technical curriculum developers to create customer and partner training solutions for NetSuite's ERP, CRM, Analytics, and E-Commerce applications.Led and executed projects through the design lifecycle from scoping, research and analysis to storyboarding and content development through launch and evaluation of success. Provided education services, including new feature training, e-learning videos, and monthly webinars to ensure customers and partners had access to just-in-time training.Ensured curriculums complied with National Association of State Boards of Accountancy (NASBA) requirements in order to offer continuing professional education (CPE) credits.Participated in the development of certification programs and exams. Planned and executed comprehensive marketing strategies to promote Education Services and drive sales by coordinating worldwide marketing communications, writing original copy, and providing content for social media and blogs.

Austin, Tx, Us

Developed multi-day, instructor-led training courses and e-learning solutions for NetSuite’s ERP, CRM, Analytics, and E-Commerce/Retail applications.Collaborated with Product Managers, Professional Services Consultants, and other subject matter experts to design training content for power users and application administrators.Worked with Product Management to develop new feature training videos for NetSuite’s bi-annual software releases.Coordinated and hosted monthly training webinars to increase user knowledge of features, tips, and best practices for ensuring greater productivity with NetSuite.

Austin, Texas, Us

Developed technical training curriculum for instructor-led and e-learning courses to support the initial implementation and ongoing adoption of Oracle CRM OnDemand.

Austin, Texas, Us

Developed technical training curriculums for instructor-led and e-learning courses targeted to customers and partners to help ensure the successful implementation and ongoing adoption of Siebel CRM.

Us

Managed the customer end-user training function, including curriculum development and delivery, for Salestar, a telecom industry competitive intelligence sales application. Consulted with customers to design, develop, and deliver custom training for the initial go-live and ongoing use of the Salestar software by direct sales and call center reps.Delivered role and job-specific training to sales and service representatives and train-the-trainer programs to customer instructors and managers.