CoverSkills Training Manager

About The Institutes

Located in beautiful Malvern, Pennsylvania, The Institutes® are a not-for-profit comprised of diverse affiliates that educate, elevate, and connect people in the essential disciplines of risk management and insurance. Through products and services offered by our nearly 20 affiliated business units, people and organizations are empowered to help those in need with a focus on understanding, predicting, and preventing losses to create a more resilient world.

Additionally, we understand the importance of work-life balance - in 2026 Philly.com named us a Top Workplace for the eleventh year and USA Today named us a USA Top Workplace for the fourth year. We provide excellent benefits and a friendly, team-focused work environment to drive employee engagement.

CoverSkills Training Manager

The Training Manager owns the end-to-end learning experience, ensuring CoverSkills is launch-ready, delivers value to customers, and continuously evolves to meet business needs. This role is accountable for the design, execution, quality, and effectiveness of CoverSkills learning operations, including the customer onboarding experience and continuous improvement strategy. The role exercises independent judgment in determining how learning pathways, assessment logic, and implementation approaches are structured, sets operational standards that affect customer outcomes and advises company leadership on launch readiness and account risk. The Training Manager is a key bridge between customers, training operations, product, and engineering.

What You’ll Do:

• Learning pathways and configuration - build, organize, edit, and maintain prescribed learning pathways, assignments, assessments, reinforcement sequencing, prerequisites, and completion rules using content supplied by approved authors and subject-matter experts. Makes final configuration decisions within the platform.
• Product and learning-experience QA - test learner, manager, and administrator journeys; verify that content, buttons, notifications, reporting, scoring, adaptive logic, and CE/licensing features appear in the correct places and work as intended. Log issues, coordinate fixes, and retest. Design the QA strategy and test scenarios. Assess the severity and customer impact of defects. Set remediation priorities.
• Product improvements - evaluate friction, decide workflow and UX changes, and make approved in-platform edits/configuration changes within assigned access and authority; translate larger needs into clear requests for engineering. Prepare prioritized product requirements for engineering.
• Beta and launch readiness - Define launch readiness criteria, design and test realistic customer scenarios, coordinate pilot feedback, maintain readiness checklists, and validate the training and onboarding experience before customer rollout.
• Training and enablement - determine the content and create administrator and learner guides, demonstrations, walkthroughs, FAQs, and internal training resources; lead training sessions and improve materials as the platform evolves.
• Customer implementation - design and adapt the implementation approach for each customer, deviating from the standard playbook where circumstances warrant; coordinate post-sale setup and launch activities, administrator enablement, user activation, training-related communication, and issue resolution with sales and technical teams.
• Client lifecycle operations and account health - own operational workflows across the client lifecycle; define and maintain CRM/customer lifecycle stages, health scores, usage and adoption metrics, risk flags, account touchpoints, and reporting. Identify low engagement or implementation risks early and coordinate interventions. Evaluate account data to determine when intervention is warranted, choose the intervention approach, and advise leadership on at-risk accounts.
• Continuous improvement - analyze engagement, learner progress, customer feedback, support patterns, and feature performance; recommend and implement operational improvements, track follow-through, and surface recurring themes to leadership.
• Evaluate and finalize learning path configuration, adaptive/reinforcement behavior, and critical administrator and learner workflows.
• Establish and own actionable QA logs and retesting across platform features, learning journeys, and product updates.
• Develop and prepare administrator onboarding, learner enablement resources, beta training, and implementation playbooks.
• Design and implement measurable customer lifecycle, activation, adoption, health-score, and escalation workflows in the CRM.

What We’re Looking For:

• Bachelors degree required
• Use of CRMs (Hubspot, Salesforce) – preferably designing workflows within them
• Prior experience with Stripe
• Various LMS platforms – particularly designing and building within them (content, workflows, UI/UX)
• Microsoft Office Experience
• Outlook
• Comfort using AI (Claude particularly)
• Saas product launch experience
• Client Lifecycle Management

Key Competencies

• Organization/Prioritization
• Professional Communication
• Reliability & Responsiveness
• Exceptional attention to detail
• Proactive problem solving
• Confidential & discreet
• Resourceful & Independent

The Best Part? The Benefits!

To enforce the importance of work-life balance, employees enjoy excellent benefits, including:

• 401(k) plan with company contribution up to 16%
• Generous time off package that includes paid vacation, personal, sick, and holidays
• Paid maternity and parental leave
• Tuition reimbursement
• Medical, dental, vision, and prescription coverage
• On our Malvern campus: Free lunch every day when working on campus, onsite fitness center, and a beautiful 1.25-mile walking path!