Training Specialist, Client Services
RichRelevance - San Francisco, CA

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The Training Specialist is responsible for rapidly identifying, developing and implementing the training curriculum for RichRelevance products and services. The Training Specialist is responsible to manage the needs of internal and external audiences as well as creating a training certification program to ensure our users are proficient in the use of our products. This is a unique opportunity to join a thriving company where you can create the curriculum within the product, on our content management site, within our e-service tools, via video and through various other creative channels.

Primary Responsibilities:
Identify and provide strategic direction and oversight to develop the best programs for enabling users to attain the greatest value from our products and services

Responsible for engaging with stakeholders and providing guidance to departments including marketing, product, engineering, operations, client services and support

Lead small to large teams on medium to complex projects as assigned

Maintain current knowledge of latest industry tool sets and processes and act as an advisor to management on delivery methods

Manage, support, train and certify internal users to support their customers and partners

Establish, generate and maintain metrics for management; identify trends and provide leadership in continuous improvement of systems, processes and training programs

Establish goals and objectives for the training program’s impact on the company as a whole related to the dissemination of the information and lowering the cost of support while raising the Client’s ROI

Demonstrate expert knowledge of assigned products; know how the product works and how the client uses the product

Conduct training needs assessments and evaluate existing training materials

Drive support team on knowledge-base development for internal and external use

Work closely with Client Services and Product Managers to build solid, ongoing understanding of customer needs

Share “supportability” knowledge internally to improve tools and processes

Skills and Experience Requirements:
Technical:
Proven leadership and organizational skills.

Ability to translate technical knowledge into guidance appropriate for audiences with deferring degrees of experience

Must have computer literacy in MS Word, Excel, and PowerPoint, and must possess oral and written communication skills in English

Knowledgeable of training system concepts and able to communicate their application.

Knowledgeable in the principles of the development, maintenance and continual improvement of processes

Professional:
Experience writing customer facing and internal documents

Strong professional services and client relations skills

Experience in SaaS, eCommerce, and/or consumer-oriented online services

Ability to multi-task, prioritize issues and manage many deliverables simultaneously

Ability to work with a diverse customer base ($100M – $5B+)

Ability to work effectively within a matrix managed project structure

Initiative to act on training opportunities

Leadership qualities with great teamwork experience

Extremely detail oriented

Strong sense of urgency

Preferred Experience:
At least 5 years of relevant work in a management or individual contributor role with a preferred focus on online training in the Saas or eCommerce industry

Direct hands on experience with electronic document systems and knowledge of electronic training systems

Knowledge of e-service tools a plus (e.g. Salesforce, Jira, Mindtouch)

BA/BS required, technology or business degree preferred

Experienced in Negotiating and Communications skills

RichRelevance - 17 months ago - save job - block
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