Work closely with Account Executive Sales and Service Managers build a training program that continually improves individual and team performance.
On-board and train ~10-20 new hires annually to our international team of Customer Service and Sales Account Executives based in New York, Berlin and London servicing customers in 10 languages via email, phone and chat.
Develop and maintain new hire training materials
Implement new hire assessment program
Implement bi-weekly theme based refresher skills and knowledge program for existing team of Account Executives (~35 members) consisting of e-mail communications, content development and interactive activities
Manage quiz development and scoring for refresher skills and new hire training and offer individual and team oriented recommendations on how to improve team performance
Implement a quantitative process to evaluate quality of customer interactions.
Deliver actionable and measurable recommendations to Account Executive Sales and Service Managers to improve training, coaching and overall Account Executive knowledge and performance
Continually update and develop customer facing and internal content articles using Salesforce.com Knowledge that Account Executives use to interact with customers via email, chat and phone
Coordinate translations of internal and external knowledge base articles in all site supported languages (currently 18 languages and growing)
Monitor internal and external article usage statistics to ensure most popular content is up to date and new content is developed for popular searches
Communicate on-going site, product and process changes and ensure team understands and incorporates new information into their daily customer interactions
Experienced and creative trainer of sales and customer service representatives for an international customer base
Proven track record in improving performance through training and communication programs
History of motivating and building high performing team members
Effective verbal and written communicator
Self-motivated team player able to prioritize and manage projects and tasks and meet deadlines in a fast paced environment.
Experienced in designing and managing quantitative programs to measure training effectiveness and knowledge retention
Comfortable administering and managing internal and external knowledge bases preferably in Salesforce.com, but similar system such as Knova, RightNow, RightAnswers, Moxie Remedy is acceptable
Ability to identify opportunities for improvement and create strategies in optimizing knowledge for both internal and external clients
Demonstrable experience in improving customer satisfaction through knowledge management
Precise attention to detail
Fluency in MS Word, Excel, and Powerpoint
Experience in the stock photography industry or a related industry
Experience with Salesforce
Certification in Salesforce or similar
Experience in managing translations
Experience with In Design, Illustrator, and Photoshop
Equal Opportunity Employer, M/F/D/V
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