Customer Training Analyst II

Customer Training Analyst II Charlotte, NC, USA * Kansas City, MO, USA * Virtual Req #2053 Thursday, August 22, 2024 Job Summary The Customer Training Analyst II is responsible for delivering SEGRA product training content on multiple new products to new and existing Segra Customers. The Customer Training Analyst II will work with the product team and vendors to remain up to date on all new product updates and launches and will assist in the development and maintenance of all customer-facing product training. The Customer Training Analyst II will schedule and deliver training curriculum to Segra customers on how to use assigned Segra products and customer-facing portals. Job Responsibilities: The Customer Training Analyst II will be responsible for delivering both live and digital product training curricula to new and current Segra Customers. The Customer Training Analyst II will be assigned multiple products in which they will be the Subject Matter Expert (SME). The Customer Training Analyst II will work with training leadership, product, marketing, and sales to provide feedback on opportunities to improve the customer onboarding experience. The Customer Training Analyst II works with content creation on the development of all customer training. The Customer Training Analyst II acts as a point person for in-person customer training requests. Will assist in development of technical documentation as needed. Coordinates both live and digital product and portal content Coordinates and facilitates face to face customer onboarding training and retraining requests Delivers training to internal and external customers on multiple products Assist in the development and maintenance of all customer-facing training content Provide technical and process documentation for customer and back-office personnel so they can better understand product technology and product expectations Assist in management of intake process for all new customer onboarding requests Assist in the management of intake process for all customer-initiated training request Assists in the tracking and reporting of all customer onboarding and retraining sessions Works with vendor and product team on all product updates and launches Monitors user adoption rates and then communicates and coordinates with the customer to respond with additional training sessions, communications, ramifications, etc. Assess and escalates customer challenges to the appropriate teams for resolution Assists Lead Customer Training Specialist on any Request for Pricing (RFP) requests Travel to customer sites to provide on-site training for revenue activity Qualifications: Education: Bachelor's degree or equivalent in work experience Experience: 3-5 years' experience in Technology Training Moderate experience with intake request processes Expert in time management & scheduling Intermediate experience with training video management Moderate experience in online training creation Moderate experience with Articulate 360 Moderate experience in Learning Management Systems (LMS) Expert experience in training via virtual platforms (Zoom, Microsoft Teams, Webex) Knowledge of telecommunication products and services Moderate knowledge of VoIP Moderate understanding of SD-WAN and Firewall concepts Key Competencies: An effective communicator and have good customer service skills Takes ownership, ensuring that customers are satisfied, and issues are not escalated Ability to work with multiple departments Empathy Experience working in a cross-functional organization. Passion for Learning and training Good organizational and time management skills Excellent written and verbal communication skills to work with Executive leadership Exceptionally detail oriented Minimal travel required SEGRA is committed to being an equal opportunity employer. The company does not discriminate on the basis of sex, race, color, creed, national origin, age, religion, sexual orientation, gender identity, gender expression, pregnancy, genetic information, veteran status, disability, or any other characteristic protected by applicable federal, state, or local laws in employment with or treatment once employed in the company. No question on this application is used for the purpose of limiting or eliminating any applicant from consideration for employment on any basis prohibited by applicable local, state or federal law. Individuals with disabilities may be entitled to a reasonable accommodation under the Americans with Disabilities Act and certain state or local laws. Please inform SEGRA's personnel if you need assistance completing this application or to otherwise participate in the application process. NOTHING IN THIS APPLICATION FOR EMPLOYMENT SHALL CREATE AN EXPRESS OR IMPLIED CONTRACT OF EMPLOYMENT. Other details Job Family Career Framework Pay Type Salary Apply Now initStaticMap(true); {"@context":"","@type":"JobPosting","title":"Customer Training Analyst II","datePosted":"2024-08-22T00:00:00","validThrough":null,"description":"Job SummaryThe Customer Training Analyst II is responsible for delivering SEGRA product training content on multiple new products to new and existing Segra Customers. The Customer Training Analyst II will work with the product team and vendors to remain up to date on all new product updates and launches and will assist in the development and maintenance of all customer-facing product training. The Customer Training Analyst II will schedule and deliver training curriculum to Segra customers on how to use assigned Segra products and customer-facing portals.
Job Responsibilities:The Customer Training Analyst II will be responsible for delivering both live and digital product training curricula to new and current Segra Customers. The Customer Training Analyst II will be assigned multiple products in which they will be the Subject Matter Expert (SME). The Customer Training Analyst II will work with training leadership, product, marketing, and sales to provide feedback on opportunities to improve the customer onboarding experience. The Customer Training Analyst II works with content creation on the development of all customer training. The Customer Training Analyst II acts as a point person for in-person customer training requests. Will assist in development of technical documentation as needed.

Coordinates both live and digital product and portal content
Coordinates and facilitates face to face customer onboarding training and retraining requests
Delivers training to internal and external customers on multiple products
Assist in the development and maintenance of all customer-facing training content
Provide technical and process documentation for customer and back-office personnel so they can better understand product technology and product expectations
Assist in management of intake process for all new customer onboarding requests
Assist in the management of intake process for all customer-initiated training request
Assists in the tracking and reporting of all customer onboarding and retraining sessions
Works with vendor and product team on all product updates and launches
Monitors user adoption rates and then communicates and coordinates with the customer to respond with additional training sessions, communications, ramifications, etc.
Assess and escalates customer challenges to the appropriate teams for resolution
Assists Lead Customer Training Specialist on any Request for Pricing (RFP) requests
Travel to customer sites to provide on-site training for revenue activity

Qualifications:

Education:

Bachelor's degree or equivalent in work experience

Experience:

3-5 years' experience in Technology Training
Moderate experience with intake request processes
Expert in time management & scheduling
Intermediate experience with training video management
Moderate experience in online training creation
Moderate experience with Articulate 360
Moderate experience in Learning Management Systems (LMS)
Expert experience in training via virtual platforms (Zoom, Microsoft Teams, Webex)
Knowledge of telecommunication products and services
Moderate knowledge of VoIP
Moderate understanding of SD-WAN and Firewall concepts

Key Competencies:

An effective communicator and have good customer service skillsTakes ownership, ensuring that customers are satisfied, and issues are not escalated
Ability to work with multiple departments
Empathy
Experience working in a cross-functional organization.
Passion for Learning and training
Good organizational and time management skills
Excellent written and verbal communication skills to work with Executive leadership
Exceptionally detail oriented
Minimal travel required

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