Academy Program Manager

Company Overview

For over 30 years, ECI Software Solutions has been providing industry-specific, cloud-based business management software and services to small and medium-sized businesses. Our solutions span across manufacturing, wholesale/retail distribution, building and construction, and field service, integrating into every aspect of our customers' businesses to help them operate more efficiently and focus on what matters most.

At ECI, Our Mission Is To Empower Small And Medium-sized Business Owners. We Offer Not Only Top-tier Software Solutions But Also An Award-winning Company Culture.

• Competitive benefits focused on employee well-being, including paid volunteer time off.
• Recognized by Achievers as one of the 50 Most Engaged Companies To Work For, five years running.
• Certified as a Great Place to Work for six consecutive years.
• Over a dozen International Business Awards (Stevie®) for our culture of creativity, innovation, and leadership.

We are industry experts supporting the entrepreneurial spirit and profitable growth of small and medium-sized enterprises.

Join our global team, known for its positive culture, professional development, and collaboration.

Support Academy Program Manager

Senior Director or Director of Customer Support

ECI Office location or Remote

ECI is building a more consistent, scalable, and high-quality customer support experience—and our biggest gap today is structured learning for our people. We need one leader to design and run a Support Academy that ensures every support professional can onboard faster, support customers confidently across products, and continuously level up through clearly defined learning paths. This is a “builder” role: you will create new-hire onboarding paths, cross-skilling paths across products, and a certification program that makes skill mastery visible, measurable, and repeatable.

You will not be expected to be the subject matter expert on every product—your superpower is creating high-quality adult-learning experiences and leveraging SMEs effectively. This role is designed to accomplish enablement and training goals with one dedicated owner by using scalable methods: SME-powered content, repeatable templates, blended learning (self-paced + live), and a certification framework that reduces reliance on ad-hoc shadowing.

• Learning Path Strategy & Program Ownership:
  Build and own end-to-end onboarding and ongoing enablement for Support, including product learning paths and role-based proficiency expectations.
• Adult Learning Design & Certification Architecture:
  Create structured learning experiences grounded in adult learning principles and design measurable certifications that map to support performance.
• SME Enablement Model (Train-the-Trainer):
  Identify, organize, and equip SMEs to deliver high-impact training while ensuring consistency, quality, and learning outcomes.
• Cross-Skilling & Product Readiness:
  Develop cross-skilling paths that expand coverage without sacrificing customer experience, driving a more agile support organization.
• Operational Rigor & Measurement:
  Track adoption, time-to-proficiency, certification attainment, and quality outcomes (e.g., case handling consistency, reduced escalations, improved documentation).

• Design and maintain new hire training paths (role-based onboarding) that blend product fundamentals, customer experience standards, support tools/processes, and “day-in-the-life” readiness.
• Build cross-skilling paths by product and/or workflow (ex: foundational → intermediate → advanced), enabling Support to expand coverage safely and predictably.
• Create and run a Support Certification Program, including:
  • Certification levels (ex: Bronze/Silver/Gold or Level 1–3)
  • Required assessments (knowledge checks, scenario-based evaluations, live troubleshooting demonstrations)
  • Recertification / refresh cadence for major releases
• Develop an SME delivery model:
  • Partner with Support leaders to identify SMEs
  • Create reusable lesson plan templates and facilitation guides
  • Coach SMEs on delivery and ensure consistent outcomes across trainers
• Establish a repeatable…