• Create, maintain, and execute an engaging curriculum for onboarding Navitus Account Management professionals and continuous learning for current associates at all levels (entry, mid, and professional). • Utilize a variety of instructional methods, including simulations, team exercises, workshops, guided discussions, technical manuals, handouts, visual aids, and videos. • Lead process documentation for the Customer Success organization including creation, maintenance, storage and organization of all work instructions and related items • Provide one-on-one performance coaching and milestone reporting to support, mentor, and monitor the progress of new Account Management team members. • Serve as a resource expert for staff on questions and troubleshooting related to Navitus tools and applications (e.g., CRM, Navi-Claim, Navi-Gate 3D, Compass, Portals) and their functional capabilities as they pertain to Account Management. • Participate in Navitus process improvement projects to enhance training effectiveness and efficiency. • Develop and maintain an intuitive and comprehensive knowledge repository using effective combinations of lists, libraries, and links on the Account Management Intranet site. • Participate in, adhere to and support compliance and diversity, equity, and inclusion program objectives. • Other duties as assigned