The document discusses the vital roles and organization structures of effective software training functions. It emphasizes that organization and planning are essential to success. The document then explores different roles within a training organization, such as a head of training and a senior director of education. It also examines various organization structures for training functions, including delivery/operations focused models, integrated models, and models that are optimized for scale. Overall, the document argues that how a training function is organized can significantly impact its ability to achieve its goals.

1. Vital Roles and Org
Structures of Great Software
Training Functions

2. @billcush
Bill Cushard
Head of Training
ServiceRocket
Danielle Tomlinson
Senior Director, Global Education
Services, Hortonworks
@derryone
Sarah E. Brown
(moderator)
ServiceRocket
@SEBMarketing

3. 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

4. #TrainingIs Customer Success Series
Topic:
Date:
*Getting Started Building Training March
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, 2015
Org 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

5. Where in the World?

6. Agenda
● Why Organization Matters?
● What to Think About When Building An
Organization
● Roles
● Organization Structures

7. Why Organization
Matters?

8. “ Plans are of little importance,
but planning is essential.”
Winston
Churchill

9. The war is not won with bayonets, but with
effective organization.
Unknown

10. “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

11. 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

12. The neglected leadership role is the
designer of the ship.
Peter Senge

13. @bilcush
Danielle Tomlinson
Senior Director, Global Education Services,
Hortonworks
@derryone

15. Roles

16. Poll

17. Software Training Maturity Model

18. Download the eBook
http://bit.ly/SRMMBook

19. Organization Model - Building

20. Organization Model - Optimizing

21. Organization Structures

22. Software Training Maturity Model

23. Delivery / Operations Focus

24. Integrated into Org Operations

25. @billcush
Bill Cushard
Head of Training
ServiceRocket
Danielle Tomlinson
Senior Director, Global Education
Services, Hortonworks
@derryone
Questions?!

26. The Next Webinar...
Tuesday, August 11 10am PT
How to Target the Right Training to
the Right Audience
Special Guest:
Anthony Nygren
Marketing, CX, and CRM Leader at E
MI Strategic Marketing
Register:
http://bit.ly/SR-Webinars

27. Thank youservicerocket.com
@ServiceRocket

28. Appendix

29. Software Training Maturity Model

30. Download the eBook
http://bit.ly/SRMMBook

31. Stage 1: Reacting
● Customer is driving need for training.
● It’s a fire drill responding to ad hoc
training requests.
● Highly stressful.

32. 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.

33. 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.

34. 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.

35. Thank youservicerocket.com
@ServiceRocket