WHO WE ARE
LeadsOnline is a powerful digital platform that helps law enforcement investigators and analysts advance criminal cases through the most current data on people and property across the U.S., through the mapping and analysis of Call Detail Records and other location-based digital evidence, and through integrating data from various sources to generate
customizable visual outputs that help users identify connections critical to advancing investigations. Law enforcement agencies of every size and mandate use LeadsOnline to find suspects, stolen items, and patterns of individual and organized criminal activity. Businesses, including pawn shops, secondhand stores, scrap metal recyclers, and online marketplaces, trust LeadsOnline more than any other system to freely, frictionlessly, and safely report transaction information to law
enforcement.
Together, we are building the future of criminal investigations, and need people who are mission-driven, love technology, and won't settle for less than excellence to join our team.
JOB SUMMARY
Reporting to the Director of Client Support, the Client Training Manager oversees the delivery of LeadsOnline's training offerings to our external and internal clients, while providing leadership and support across our client support function. This role is responsible for continuously refining our training and support offerings, ensuring exceptional client experience, and identifying opportunities to generate value from the overall training function.
ROLES AND RESPONSIBILITIES
LeadsOnline exists to advance cases, careers, causes, and compliance with its unique data, well-designed technology, and exceptional teamwork. We do this through our principles of Service, Energy, Ownership, and People. As a Client Training Manager, you will:
- Manage worldwide activities related to the delivery of training to LeadsOnline's external and internal clients.
- Coordinate training activities in conjunction with the integration of new systems and product releases.
- Participate in and coordinate planning activities for the training function, including budgets, operational plans, and strategic plans.
- Provide mentoring and coaching to instructors and client support staff.
- Continuously refine our training and support product offerings, finding ways to generate value and profit from the overall training function.
- Collaborate with other LeadsOnline departments to ensure successful implementation of the company's financial goals and strategic business objectives.
- Assist the HR department in defining and providing internal training.
- Develop all training tools (training guides, instructor guides, computer-based training).
- Provide advice to the Sales team on proposal preparation and contract writing.
- Maintain client loyalty by answering product and service questions and providing relevant information.
- Oversee the opening of customer accounts, ensuring account information is recorded accurately and completely, and that access is verified against LeadsOnline's terms of use.
- Maintain and oversee the accuracy of customer records and account information.
- Resolve escalated product or service problems by clarifying the customer's concern, technically troubleshooting to determine the cause, selecting and explaining the best solution, and following up to ensure resolution.
- Translate a deep understanding of our product, company, and market into highly effective customer experience strategies and tactics.
- Deliver an ideal customer experience that goes significantly above and beyond during onboarding, retention, and expansion phases, in collaboration with the sales and engineering teams.
- Serve internal and external customers with a service, energy, ownership, and people mindset.
- Adhere to company and job-specific security protocols; maintain confidentiality of LeadsOnline's system data and proprietary information.
- Participate in trade shows, conferences, and vendor exhibitions.
- Practice disciplined record keeping, inputting all engagement material into our internal system.
- Travel to customer locations when required.
- Complete diverse tasks that contribute to overall company success, as assigned.
- Other ancillary duties as required.
WHO YOU ARE
- Driven, highly organized, and professional, with a leadership mindset and a bias toward extreme ownership.
- Able to handle sensitive information with professional awareness and maturity.
- Able to set priorities for yourself and your team autonomously.
- Strong analytical and problem-solving skills, with a deep commitment to service excellence for our clients.
- A proactive thinker who is always looking for ways to enhance current processes.
- Sufficient managerial experience to be effective in establishing an effective communication network, and to manage and influence the activities under your responsibility.
- Integrity, trust, and respect.
- Excellent interpersonal skills.
- As strong a team “leader” as a team “player.”
- Excellent knowledge of possible training formats and media (tutorials, courseware, e-learning, and similar).
- Wants a tenured, meaningful career with LeadsOnline, energized by our fast-growing, mission-driven, innovative, and acquisitive culture.
QUALIFICATIONS AND EXPERIENCE
- Minimum of 7 years of experience managing training delivery activities.
- Minimum of 5 years of experience as an instructor in a similar line of business.
- Preferred to have experience with law enforcement, Crime Gun Intelligence (e.g. ATF, NIBIN Authorized Trainer, NFEA) or related fields
- College degree and/or equivalent professional experience preferred.
- Must possess professional written and verbal communication skills.
- Must have a positive attitude, enthusiasm for the opportunity to serve, attention to detail, excellent phone presence, and technical problem-solving skills.
- Must be able to effectively work in a team environment.
- Preferred experience in computer repair and/or other technical roles.
- Preferred experience supporting remote software users by phone, email, or chat.
- Must be self-motivated, resourceful, and able to prioritize and set goals.
- Commitment to LeadsOnline's core values of Service, Energy, Ownership, and People.
- Commitment to serving the law enforcement community.
- High level of emotional intelligence: self-awareness, self-regulation, motivation, empathy, and communication skills.
- Must submit a Culture Index Survey.
- Must pass a criminal background check.
- Must live locally within the Plano, Texas or Montreal, Quebec area.
- Must show documentation of eligibility to work in the U.S. or Canada
COMPENSATION AND BENEFITS
As part of our comprehensive benefits package, LeadsOnline provides the following to eligible employees:
- Employee paid Medical, Dental, and Vision
- Generous paid vacation
- 401k with company matching
- HSA with employer contributions
- FSA
- Supplemental coverage such as accident, critical illness, hospitalization, life
- Short-Term and Long-Term Disability
- Parental Leave
Why Join LeadsOnline?
Be part of a team where your work truly matters. Help law enforcement agencies serve their communities better while thriving in a supportive, mission-driven culture that values Service, Energy, Ownership, and People.
What You Can Expect From Us:
We serve with Energy, diligence, and persistence. We deeply believe the work we do makes a difference in the lives of our users, the communities they protect, and the victims they serve. Guided by Ownership, we continually push to make our products better and to make each other better.
At LeadsOnline, we take our work seriously but not ourselves. You’ll find joy, camaraderie, and fun in everything we do. That’s Service, Energy, Ownership, and People in action.
LeadsOnline is an Equal Opportunity Employer and does not discriminate against applicants based on race, religion, color, disability, medical condition, legally protected genetic information, national origin, gender, sexual orientation, marital status, gender identity or expression, sex (including pregnancy, childbirth or related medical conditions), age, veteran status or other legally protected characteristics.
LeadsOnline maintains a drug-free workplace. The unlawful use, possession, or distribution of controlled substances or marijuana is strictly prohibited and will result in disciplinary action, up to and including termination.
