About Tantalus Systems (TSX: GRID)
Tantalus is a technology company dedicated to helping utilities modernize their distribution grids by harnessing the power of data across all their devices and systems deployed throughout the entire distribution grid – from the substation to the EV charger located behind the meter. We offer smart grid solutions across multiple levels: intelligent connected devices, communications networks, data management, enterprise applications and analytics. Learn more at http://www.tantalus.com/.
Come join us if you’re interested in being part of an entrepreneurial team, solving complex technical problems and delivering innovative solutions that will directly impact the electrification of everything and the decarbonization of our society.
We have operations throughout the United States and Canada with offices in Burnaby (British Columbia, Canada), Raleigh (North Carolina, USA), and Norwalk (Connecticut, USA).
This position offers a competitive salary plus variable compensation based on performance targets and business objectives. Tantalus also offers generous benefits, including medical, dental and vision plans, healthcare and dependent care flexible spending accounts and paid time off.
The Opportunity:
In this dynamic role, you will establish a new customer and product training function at Tantalus. Reporting directly to the Senior Director of Customer Success, this position focuses on enabling customers and internal teams to successfully adopt, deploy, and support Tantalus products.
You will be responsible for defining and delivering product training programs for external customers and for internal go-to-market and delivery teams, including Sales, Customer Success, Support, and Implementation. This includes building scalable onboarding and advanced product training, strengthening product readiness across teams, and ensuring training aligns with product releases and deployment practices.
The scope is focused on product, platform, and solution enablement in support of customer success and revenue growth and support both internal and external product knowledge.
Location of Position:
This position will be based in our Burnaby, BC office.
Specifically, the Team Lead, Customer and Product Training will:
Curriculum and Training Oversight:
- Maintain complete oversight of product and solution training programs across Tantalus, including course development, internal and external training delivery, and learning resource management.
- Oversee and manage development and delivery of Tantalus University product courses and learning paths.
- Plan, develop, and execute training for customer onboarding, advanced product usage, Tantalus Users Conference sessions, customer webinars, and targeted on-site customer training, engaging Subject Matter Experts as needed.
- Develop and deliver product and solution training for internal teams, including Sales, Customer Success, Support, and Implementation, to ensure readiness for deployments and new releases.
- Manage resources related to product training content, technical documentation coordination, marketing coordination, and information flow related to product education.
Process Definition and Control:
- Work with Project Operations and Customer Success Management teams to ensure their readiness for new customers.
- Collaborate with the Customer Experience team to develop processes, templates, and checklists for the customer lifecycle.
Team Building and Leadership:
- Working with the Senior Director, Customer Success, build and grow a Customer and Product Training team focused on product enablement and onboarding.
- Establishing productive, professional relationships with internal stakeholders to learn Tantalus products and develop training materials/workshops/webinars
- Coordinate the involvement of company personnel, including product, support, service, marketing, and sales, to support training programs and ensure content reflects real-world use cases.
Customer Success Programs:
- Ensure pilot customers receive enhanced onboarding and training to support successful transition to larger deployments.
- Proactively assess customer needs and usage patterns to inform ongoing improvements to training programs.
- Partner with Customer Success Managers to identify training gaps impacting adoption and retention.
Internal Programs:
- Provide product training as part of new hire onboarding
- Communicate progress on training initiatives and product readiness efforts to internal and external stakeholders.
What you Bring:
Education and Experience:
- Bachelor’s degree in Education, Instructional Design, Business Administration, or a related field; a master’s degree and/or a technical background is an asset. Equivalent work experience may be considered in lieu of formal education.
- 7+ years of experience in training program development and delivery, preferably in a technical or software-driven industry.
- Proven experience in managing end-to-end training programs, including curriculum development, delivery, and evaluation.
- Prior experience in customer success or onboarding roles is highly desirable.
- Strong understanding of curriculum development frameworks and best practices in adult learning.
- Proficiency in tools like Microsoft Office Suite, and content creation software.
- Understanding of technical documentation and ability to collaborate with technical writers to create accurate training content.
Personal Attributes Required:
- Excellent communication and interpersonal skills, with the ability to explain complex concepts in a clear and engaging manner.
- Exceptional organizational and project management skills, with the ability to prioritize and handle multiple tasks effectively.
- Strong leadership skills, including the ability to mentor and motivate team members.
- Problem-solving and critical-thinking skills to adapt training materials to meet diverse audience needs.
- Demonstrated ability to thrive in deadline-driven & self-directed work environment.
Other Qualifications:
- Demonstrated ability to work cross-functionally with teams such as sales, marketing, product development, and support.
- A track record of using feedback to iterate and improve training programs.
- Availability for occasional travel to deliver on-site training and to work with other internal business units.
- Commitment to fostering an inclusive and engaging learning environment for both internal teams and external customers.
Experience with any of the following technologies is considered an asset:
- AMI/AMR, RF or Wireless communications
- Large telemetry, control, or communications systems
- Communications equipment and networks deployment
- Water, Natural Gas, or Electric utility metering and data analysis
If you possess some of the key skills and experiences outlined in the job posting and are genuinely interested in the position, we invite you to take a chance and submit your application. We value diverse perspectives, unique skills, and believe in the power of potential over specific qualifications.
Tantalus is committed to employment equity and building a diverse workforce. We welcome and encourage Indigenous applicants, people of colour, all genders, 2SLGBTQ+ and persons with disabilities to apply. Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email us at [email protected].
