Customer Success Trainer

Responsibilities

• Creating educational material that is updated and creative. These include collateral such as manuals, videos, blogs, and more.
• Conduct in-house tests to understand and develop skills such as cancellation management, teamwork, upsells, tool utilization, organization negotiation, escalations, and conflict management
• Creating monthly training avenues and proper audit guides to make it easier for customer success managers to understand the product and service. At the same time making enough room for changes when needed.
• Helping customer success managers with classroom-style seminars, that will help grow their capacity in being able to retain clients and provide excellent services.
• Find skill and learning gaps and audit planning calls to ensure quality is maintained and that all implemented processes are being applied properly.
• Ensure zero communication gaps and schedule courses. Provide training in communications and ensure that the standard way of communication is properly followed.
• Follow the defined Support process to ensure all support requests meet or exceed the agreed Service level Agreements (SLA's) and client expectations.
• Establish a safe place for learning and empowering the team to do their job excellently and with integrity.

Requirements

• Previous experience as a customer trainer
• Knowledge of learning management systems
• Experience or worked in customer service positions or sales
• Experience delivering formal training programs
• Experience in creating training and procedural documentation
• You have epic customer service skills
• A love for helping people and an appetite to teach and learn
• Exceptional presentation, organizational, oral, and written communication skills, including the ability to write training and procedural documentation
• Goal oriented, has the drive to keep improving the training process, making the learning process enjoyable and effective.
• Able to be flexible with a fast paced company that is constantly changing and growing.

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