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At Company, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.
This position functions in the Training and Onboarding division within the Consultative Sales and Services organization of Company Clinical Assessment. The primary focus of this role is to provide an outstanding customer experience by working closely with the Consultative Sales and Services team and customers. This role will provide exceptional service to both our internal teams and our customers. The ideal candidate will be service oriented and be able to work both independently and as part of a team.
Product Consultant/Subject Matter Expert (50%)
Serve as the Subject Mater Expert for identified product lines
Design, develop and maintain training materials for paid customer trainings
Develop and present national webinars to drive customer engagement with Clinical Assessment products
Assist as needed with onboarding and customer support
Provide support and training to Company’s internal team
Partner with Product Development teams for new launches and product releases.
Communicate with the development team to share functional improvement opportunities
Partner with Marketing on product campaigns and product messaging
Work directly with internal trainers to develop customized professional development workshops.
Cross-train and support multiple implementation functions across the Clinical Assessment business.
Work closely with the sales team and solution analysts as needed for presale support.
Customer Success Impact (40%)
Deliver exceptional onsite or virtual professional development and product trainings to customers
Troubleshoot issues and provide to resolve customer concerns
Establish best practices for improving the customer post sale experience training experience
Update guides and customer facing materials as needed for product update releases
Develop strategy for full customer engagement for low-usage accounts
Identify and understand how customers interface with the digital platforms to improve the overall customer experience and improve training experiences
Partner with customers to optimize their training and onboarding experience
Other duties and responsibilities, as assigned.
This individual will report to the Director, Onboarding and Training. This position will be responsible for training development and product expertise; however, no other positions will report directly to this individual. She/he may provide guidance and coaching to other employees, including some training activities for internal colleagues.
The position may require travel 10% of the time and up to 40% during during peak times. The position also requires that the individual be comfortable in a relatively independent working environment, with primary contact with team members being virtual. Successful candidates will be required to demonstrate characteristics of remote work effectiveness, including: self-motivation, strong communication skills, tech-familiarity, and organization.
Bachelor's degree in Psychology, Education, Special Education or a related field
3+ years experience in education, clinical services in psychology, or related field
3+ year of experience in a customer facing role in consulting and deploying digital products
Demonstrated excellence in customer satisfaction
Previous experience with implementation and training
Experience with Microsoft Office (Word, PowerPoint, Excel)
Results-oriented professional with strong communication skills
Excellent presentation skills
Ability to facilitate customer workshops via webinar or face-to-face
Exceptional attention to detail
Basic project management skills
Ability to work independently and also as part of a dynamic team
Outgoing and professional demeanor
Experience with adult learners is highly favorable
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