Trainer Certification Program
Note: This project included competency maps, job descriptions, RACI matrix, program tracker, virtual badges, and course content (vILT and async).
Business Need
Across the Customer Success and Sales Enablement training departments, 90% of Level 1 trainers and 75% of Level 2 trainers were internally promoted to L&D from field roles. Learner feedback surveys consistently rate internally promoted trainers lower in key areas (classroom engagement, content knowledge, comfortability). Additionally, these trainers are twice as likely as external hires to score below expectations on annual performance reviews.
Program Goals
To increase the quality and efficacy of training delivery, all Level 1 and 2 trainers will complete an internal training certification program focused on facilitation techniques, technical competencies, and leadership skills.