Platform Training & Engagement SpecialistHorley – hybrid working£23k plus benefitsOur client is a fast-growing technology-based business and has built a market leading position in the provision of energydata and services with a proven track record for constant innovation. They are a passionate, and friendly team who thriveon solving problems and with data integrity at the heart of everything we do.The roleTo increase customer engagement with their flagship data analytics platform by training customers on the product andusing those sessions as an opportunity to collect customer feedback and better inform the development of products, salesstrategies and account management interactions. To drive customer engagement and satisfaction by helping customers .Key responsibilities & accountabilitiesLead training sessions with clients and internal teams to ensure that users understand how to use theplatform and what product features are most relevant for themLead the strategy for training and propose solutions/tools for improving how training is delivered (i.e.increased self-service, 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 timeAggregate customer feedback into meaningful insights that can be passed along to: Product Owners toimprove product offerings; Account Management to have more impactful conversations withcustomers; and Sales to increase opportunities for selling additional servicesDevelop and foster relationships with ID “super users” to learn from our most engaged clientsWhat you’ll bringThe Training & Engagement Specialist must have an in-depth knowledge of the platform in order to match the needs of thecustomer with the platform’s capabilities. This role is as much about being able to deliver effective training sessions andmaterials to increase engagement as it is about providing an analysis of customer needs to stakeholders within Stark tobetter serve our customers. The skills required for this role are a balance ofSkillsPresent information clearly and in an engaging wayGood listener; must be able to interpret the needs of the customerMust be proactive, collecting and sharing knowledge without needing guidance and supervisionMust be able to operate cross-functionally, interacting with stakeholders across the businessMust be organised; gather information and maintain a database of customer feedback over timeQuick learner: able to learn about new products/tools and advise others
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 solving problems 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 account management 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 self-service, 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 additional services
- 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 materials to 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 cross-functionally, 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 customer-focused 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
Demonstrate a customer-focused approachProactively share knowledge and experience with others to drive customer engagementAlways strive to improve performance and identify areas for improvementBe willing to learn and master our products to teach othersBecome the voice of the customer