Enterprise Trainer

Your Role:

As part of the Enterprise Onboarding Team, the Enterprise Trainers work in collaboration with the Onboarding Team and customer stakeholders to provide training, educate customers on best practices, and drive implementation progress. Enterprise Trainers are trusted client advisors helping to guide the configuration of the customer's workflows, deliver tailored training and provide on-going customer service and industry expertise on Global Relay's Product suite. This team is available 24x7 for working with customers globally.

The primary function of the Enterprise Trainer is to provide exceptional training to ensure the success of the customer's implementation. Steady state Enterprise customers requiring additional training requests will continue to work with the Enterprise Trainers. Working collaboratively as part of the Enterprise Onboarding Team the Enterprise Trainers will assist in the mentoring of internal resources, and championing Training's requirements throughout the development cycle of Product releases.

Your Job:

• Provide world class training and ongoing education on Global Relay services and resolving customer enquiries.
• Build strong relationships with Customers, Partners, and other Global Relay Teams.
• Ensure client project deadlines are met in an efficient and professional manner.
• Manage relationships with key customers by ensuring any training requests, hierarchy or workflow designs or issues raised are communicated internally and addressed in a timely manner.
• Ensure overall project objectives or case requirements and target dates are clearly understood, prioritized, and communicated to all teams.
• Contribute to regular status meetings with the customer to ensure that all outstanding Support topics are discussed, updated, and recorded in meeting minutes for customer and internal circulation.
• Maintain a consistent and accurate monitoring and reporting program in JIRA and Salesforce on all interactions, tickets and cases performed for Enterprise accounts for both customer and internal review
• Aid in customizing both external training curriculum and help develop internal training plans.
• Continuously review frequently asked questions to customize training curriculum and material to meet each Enterprise customer's unique needs
• Contribute to Stakeholder sessions and Sprint demos to track product and service improvements and ensure all team members are suitably prepared for training Enterprise customers on these improvements.
• Ensure all processes are documented on the Wiki in accordance with corporate quality standards.
• Manage quality control and information integrity for the team.
• Assist the team with complex problem solving in technical and/or service-related areas.
• Monitor and evaluate use and effectiveness of existing tools, software, scripts and processes.
• Provide regular updates on developments / progress with Enterprise account issues to all pertinent stakeholders. Provide ongoing recommendations for the improvement of processes, tools, or systems related to the management of major accounts.
• Ensure product updates are cascaded into the team's knowledge base and to client facing documentation.

About You:

• Post-secondary education (minimum of an undergraduate degree is preferred).
• 3 years Enterprise customer facing technical training experience
• SaaS implementations experience which must include experience in a customer facing role.
• Adaptability to working with multiple teams on projects with varying degrees of flexibility/rigidity at different points in the development cycle.
• Ability to understand technical as well as business requirements and accurately capture technical notes.

Working conditions:

Enterprise Training Coverage is needed 24x7 leveraging a follow the sun model. Trainers are required to work professional work days. Weekend and off hours availability for scheduled activities, urgent customer implementation requests, and ad hoc escalations is required.