Our client is looking for an individual to support the company`s Customer Relationship Management (CRM) solution delivery. With an exciting new product, the role demands an individual highly motivated in CRM/emerging technologies. The individual should also have experience in the training and presentation of software applications encompassing both user and administrator functions. The individual will need to create and maintain training documentation, and deliver help systems through the generation of html pages. You will also need to maintain the company`s internal training facilities and liaise with customers to ensure appropriate training room setup.
An awareness of business processes (both internally and those of the customer) is essential to add maximum value in the training process. Communication skills are vital. Information gathering from internal colleagues and customers is a key requirement for this role as well as refining this information for accuracy and detail. After undertaking an initial training needs analysis exercise with a customer the trainer will create a structured and tailored training plan with detailed agendas against each customer profile or role.
The trainer will be required to build an ongoing relationship with each site to help document individual customer roadmaps and wishlists. During the implementation cycle the trainer will be required to work with the project team to identify and escalate key issues to ensure successful launch of the solution. The trainer will need to identify any potential future training requirements and communicate these back to the sales/account management team as sales opportunities. Customer feedback is key to the successful delivery of training so each training course will need to be followed up with a detailed delegate analysis. This will include tailored feedback forms to gather feedback directly from attendees and will form part of the training report delivered back to each customer.
In order to maximise involvement with each customer configuration and to ensure in-depth awareness of the solution, the trainer will (under guidance from the project team) provide configuration support, testing, feedback and manage general product enhancements. This will include the company`s demonstrations systems as well as customer solutions. Form time to time the trainer will also be asked to provide support at sales/marketing events to promote the company`s solutions. The training department also hold responsibility for identifying individual training needs internally and organising appropriate sessions. They are also responsible for maintaining ongoing awareness of new functionality and customer configurations so that the all staff understand new USP`s. This will include liaising with the internal development team and the sales/marketing departments. Further to this you will be required to support and implement induction programmes for new starters. The role of Technical Trainer and Configurator will require travel to customer sites, predominantly within the UK. Occasional overnight stays.
Key Responsibilities
· Production of general and customised training documentation
· Maintenance of general product help systems
· Contribution to product knowledgebase for customer self service
· Resolution of training based support issues
· Understanding of product features and developments
· Manage training programmes from needs analysis, document production, set up of training facilities through to delivery of training
· Gathering of training course evaluations
· Analysing and documenting training delivery and feedback on success
· Identifying further/future training requirements both internally and externally
· Assisting the company in maximising training revenues
· Delivery of internal training courses
· Delivery of induction programmes
· Management of pre-go live testing and feedback for customer and internal systems
· Creation of testing plans and on site support during UAT and go-live · Management of post-live issues and enhancements
· Delivery of customer configuration USP`s and solution to internal team
· Supporting system configuration with specific tasks
· Attending customer/prospect/sales events as required
· Production of technical reports for customer configurations
· Hosting training days at the company`s offices or customer/partner sites as required
· Carrying out presentations to users on functionality/technology
· Assist customers in developing their own training skills for delivery of product training
· Delivering the tailored/standard demonstration to demonstrate product awareness
· Understanding and delivering the company/product`s USP`s
· Understanding of the company`s implementation methodology as a USP
· Understanding the product`s technical architecture and marketplace influencers
· Understanding CRM industry terminology
· Maintaining awareness of new wins, implementation completion, new phases for internal training
· Supporting the company in the submission of tenders and prequalification documents
· Escalating any customer feedback (sales opportunities/support issues) through the appropriate channels
Skills Required
· Presentation Skills
· Strong Documentation Skills
· Understanding of technical architecture
· Knowledge of SQL and HTML
· Report design and creation (preferred – experience in Crystal/MS Reporting Services)
· Appreciation of technological developments/issues
· Team player with good communication skills at all levels, internally and externally
· Excellent knowledge of Microsoft Office Applications - Word, Excel, Powerpoint
· Good understanding of general business processes and ability to present these logically and clearly to end users
· Minimum 3 years training experience of software applications
· Understanding of CRM
· Experience of working with ASP.Net, VB.Net, JavaScript, Microsoft.Net
Based: Birmingham. Salary £Neg. | 
Contact
Andrew Bott
 on 01260 299945 |
