Platform Training Specialist - Horley, United Kingdom - Specialist Recruit

Specialist Recruit

Verified Company

Horley, United Kingdom

1 week ago

Posted by:

Tom O´Connor

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Description

Platform Training & Engagement Specialist

Horley - hybrid working

£23k plus benefits

Our client is a fast-growing technology-based business and has built a market leading position in the provision of energy data and services with a proven track record for constant innovation.

They are a passionate, and friendly team who thrive on solvingproblems and with data integrity at the heart of everything we do.

The role

To increase customer engagement with their flagship data analytics platform by training customers on the product and using those sessions as an opportunity to collect customer feedback and better inform the development of products, sales strategies and accountmanagement interactions.

To drive customer engagement and satisfaction by helping customers.

Key responsibilities & accountabilities

Lead training sessions with clients and internal teams to ensure that users understand how to use the platform and what product features are most relevant for them
Lead the strategy for training and propose solutions/tools for improving how training is delivered (i.e. increased selfservice, content in the help centre, chat capabilities, webinars etc.)
Consolidate feedback from customers (grumbles, questions about features/functionality/report types, follow up actions, other suggestions) into a database to track trends over time
Aggregate customer feedback into meaningful insights that can be passed along to: Product Owners to improve product offerings; Account Management to have more impactful conversations with customers; and Sales to increase opportunities for selling additionalservices
Develop and foster relationships with ID "super users" to learn from our most engaged clients

What you'll bring

The Training & Engagement Specialist must have an in-depth knowledge of the platform in order to match the needs of the customer with the platform's capabilities.

This role is as much about being able to deliver effective training sessions and materialsto increase engagement as it is about providing an analysis of customer needs to stakeholders within Stark to better serve our customers.

The skills required for this role are a balance of

Skills

Present information clearly and in an engaging way
Good listener; must be able to interpret the needs of the customer
Must be proactive, collecting and sharing knowledge without needing guidance and supervision
Must be able to operate crossfunctionally, interacting with stakeholders across the business
Must be organised; gather information and maintain a database of customer feedback over time
Quick learner: able to learn about new products/tools and advise others
Demonstrate a customerfocused approach
Proactively share knowledge and experience with others to drive customer engagement
Always strive to improve performance and identify areas for improvement
Be willing to learn and master our products to teach others

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