Training Success Specialist

This Training Success Specialist Contractor (TSS) role is a perfect opportunity for someone who values flexibility while also seeking the chance to work and travel on a regular basis. The role has been created in response to growing client demand for flexible training support. While many assignments can be fulfilled domestically, in Singapore, this position may also require travel within Asia to support client programs within the region. Engagements are project-based and occur when client needs arise, making adaptability and availability essential. 

The contractor TSS’s primary responsibility is to ensure the success of Prosci's in-person and virtual training courses. This includes partnering with our team of instructors to deliver an exceptional participant experience from beginning to end and serving as the first point of contact for participant support after the programme. The TSS addresses individual participant needs and manages the details that keep the programme running smoothly and on schedule. 

Training Success Specialists build strong customer relationships and become experts in Prosci’s offerings. They facilitate client interactions, provide expert advice by answering questions, explore product options, and offer guidance within Prosci’s suite of resources. Additionally, Training Success Specialists are responsible for understanding, navigating, and troubleshooting various virtual delivery platforms, solving programme issues promptly while maintaining composure and a calm environment, and resolving any technical challenges that participants encounter. 

As a contractor, this TSS role offers the opportunity to contribute to high-impact change management training experiences across the region, while enjoying the freedom and flexibility of on-demand engagement. You have full control over which assignments you accept, and you only fulfill on the projects you choose to take on. 

Scope & Responsibilities  

Program Support:  

• Participate in Prosci taught programmes as a support resource for the instructor and participants  

• Technically savvy, able to learn and leverage multiple online learning platforms effectively.  

• Remain aware of personal work schedule and complete required logistic requirements for programme success in a timely manner, working with Executive Instructors as needed.  

• Establish and maintain a positive relationship with clients.  

• Proactively work with colleagues in our Operations team to ensure all pre, in-course, and post course activities are completed efficiently.  
  

Managing Client Experience  

• Address participant questions and needs as they arise during or after training.  

• Effectively lead all Training Success Specialist assigned in-class activities.  

• Remain attentive in the classroom, helping to answer questions, distribute relevant handouts, and manage breakout sessions in a timely manner.  

• Manage competing priorities (i.e. participant needs, instructor needs, technical issues).  

• Provide support and guidance on Prosci’s tools, templates and portal resources to programme participants.  

• Analyse participant feedback and performance metrics to drive continuous improvement in our training programmes.  
  

Technical Troubleshooting (10%)  

• Proactively engage with participants to help them identify additional Prosci offerings with the support of a Prosci Account Manager that may be appropriate depending on their unique situation/needs.  

• Respond in a timely manner to customer requests.  
  

Competencies Skills & Requirements  

• Collaboration – Able to plan and align with various preferences/needs to deliver a successful outcome/program; ability to communicate thoughts and ideas clearly and follow through on deadlines and outputs.  

• Action Oriented – Takes initiative on finding their own solutions, problem solves through barriers, willing to go the extra mile for client requests.  

• Demonstrates Self-Awareness – Willing to reflect on growth opportunities, receptive to feedback, aware of professional and personal behaviors and adjusts according to audience. Always looking for ways to improve.  

• Situational Adaptability – Able to quickly and efficiently transition between ongoing situations, both unexpected and planned with grace and a positive attitude. Resilient to drawbacks and can rebound.  

• Motivated, Self-Starter – Ability to identify own knowledge and skill gaps and resourcefully finds ways to improve, actively looks for ways to challenge self both within role and out, has a natural curiosity to attain more information about the business and product to shape their understanding.  

• Courage – Ability to give kind vs. nice feedback, not afraid to ask hard but needed questions, willing to ask for what they need to be successful.  
  

Technical/Functional Skills  

• Good working knowledge of MS 365, online meeting platforms, and CRM systems.  

• Confidence and ability to facilitate and lead group activities .
  

Qualifications  

• Preferably 2+ years of career experience in customer-facing roles. 

• Professional competency in Mandarin.
  

Other  

• This position may require extended periods of sitting and utilising virtual platforms.  

• Long periods of screen time.
  

Additional Preferences  

• Educated to degree level or possessing an equivalent level of experience.  

•  Professional competency in Cantonese is a plus.

• Experience of teaching, training or facilitating.

• Knowledge of project, learning & development or adult learning related topics.

• Interest in Change Management is a plus but not required.
  

Additional Role Data  

• Position reports to: Managing Director - Prosci Singapore  

• Job Band: Professional.

• Supervisory Responsibilities: None.

• Key Stakeholders: Training Delivery team, Operations & Scheduling, Business Development. Course participants, customers.

• Work location: Mixture of remote work and client sites.

• Salary range: Contractor Rates.

• Travel expectations: 50% plus when booked for delivery. 
  

About Prosci:  

Prosci Pte Ltd is the Singapore subsidiary of Prosci. Prosci is a global research, training, and advisory company specialising in Change Management. Prosci was founded in 1994 by former Bell Labs engineer and programme manager Jeff Hiatt. Today, we are a global team of change fanatics and advocates focused on customer success. We're passionate about helping organisations build effective change capabilities. We combine scientific principles and a focus on the people side of change to deliver superior training programmes, maintain the industry's largest body of change management knowledge, and ensure exceptional customer experiences.  

Prosci is focused exclusively on change management. When you work with Prosci, you work with the most knowledgeable team in the industry back by more than 25 years of change management research and best practices. We are committed to continually searching for ways to better manage the people side of change in a structured and repeatable way. Prosci provides solutions to clients in over 70 countries through a direct presence in North America, South America, Europe, Australia/New Zealand and Singapore, and an active, integrated, far-reaching global partner network.