Trainer / Curriculum Developer

Job Description

Job Category Customer Success Group Job Details As a Trainer / Curriculum Developer on our Global Success Centers team, you will develop and deliver instructor- led training for our support teams including Salesforce certification programs, product troubleshooting and case handling training. Delivery will be performed either in the classroom or virtually. You can also expect some of your time to be spent developing eLearning content. As a member of the team, you will proactively develop your own understanding of the skills and processes required to be a success agent or engineer. You will also collaborate with subject matter experts and the management team to build powerful learning solutions that combine solid design, rapid development, and creative delivery. You will measure the performance afterwards for the impact of content and close the loop on any feedback received to improve on it. You will also partner with Service leads, and other enablement partners to plan for releases, develop learning paths, and monitor compliance for readiness to go live per capacity forecasted. What we are looking for: You are a strong facilitator and writer who has delivered technical as well as non- technical subjects in the past. You have experience curating tailoring content to create scalable learning solutions. You quickly learn new products and technologies with minimal direction. You have proven expertise in identifying the right style and level of content for diverse audiences and have a track record of developing compelling and comprehensive activities. You have proven experience working with and leading conversations with multiple stakeholders in tight timelines, recommending solutions to scale and delivering to business needs. A good multi- tasker that can not only develop content but also manage a learning program executing to a vision and strategy outlined. A strong project manager able to manage tasks and projects rolling simultaneously with no slippage in time and quality. CRM and Cloud solution experience is a must. Objectives Deliver effective, well- managed and well- facilitated training for support teams primarily (but not limited to) for a developer and programmatic subjects. Accountable for ensuring onboarding of new hires are completed on time and agents are productive and successful post go live. Effectiveness of trainings delivered to be measured through productivity and customer satisfaction scores for agents Drive ongoing improvements to trainings by collecting, analyzing, and summarizing data and trends Collaborate with subject matter experts and the management team to build appropriate materials Work collaboratively to provide customer perspective on product and process requirements development (relating to product roadmap & customer experience) Sustain strong and trusted relationships with business partners Keep abreast to understand the complexity of the technology being developed and the user groups impacted. Apply this information to identify the best means of instructional design and training delivery model (in person, virtual, etc.) Shift Time (Standard) 5: 30 PM IST - 03: 30 AM IST (ES Time Zone) Minimum Requirements: Excellent delivery, presentation, facilitation and classroom manager skills More than 3 years of content development and delivery experience 2 to 8 years of engineering/ programming work experience. Salesforce Lightning Platform Skills (Apex, Visualforce, Customization, Configuration) Programming abilities in one or more of the following languages: Java, PHP, Python, Ruby, .NET, JavaScript and Perl. Understanding of database concepts and data management (RDBMS) and SQL Ability to assess customer handling skills and delivering targeted training to address the need Ability to communicate technical concepts clearly and effectively. Proactive commitment to customer satisfaction and personal excellence Excellent written and verbal communication skills. English required (Business communication level, TOEIC 700 + ). Developer and programmatic experience required; Salesforce CRM experience a plus Ability to work effectively with a geographically dispersed team Exhibit enthusiasm, positive professional attitude, integrity and reliability Preferred Requirements: Rapid Development eLearning tools (Articulate Studio, Articulate Storyline, Captivate, Camtasia). Customer Relationship Management (CRM) industry, with particular expertise in Service organizations. Agile (SCRUM) development methodology. Solid understanding of Internet technologies, browser technologies and On- Demand business models.,

Keyskills :
teaching lessonplanning contentdevelopment chemistry design subjectmatterexperts customerrelationshipmanagement newhires usergroups datamanagement trainingdelivery alesf cecrm keffectively customerh