Our client is looking for a highly skilled and motivated individual to complement their Professional Services team. Reporting to the Head of Professional Services, you will be taking an active role in managing all aspects of our implementations; from identifying and documenting customer requirements to configuring and training the software to ensure customer satisfaction is achieved. You will interact with company's clients on-site, on-line and over the phone so you must have excellent communication skills, as well as be positive and energetic.
*Ensure that Customer Database build requirements are fully understood by all parties and formally communicated to the Database creation resource and/or carry out database build work to meet requirements as and when required to meet project deadlines
*Provide the company with Customer feedback on Product usability & functionality requests to ensure that Customer feedback is incorporated into internal Product Development reviews.
*Project manage every aspect of the implementation in line with required project deadlines to meet customer and internal expectations and objectives, ensuring high quality communications with Customers (written & verbal) as required throughout the life of the project
*Meet/Exceed Professional Service KPIs and utilisation targets.
*Deliver high quality training to Customers using agreed structures and methodologies
*Contribute to the creation of Professional training documentation to support the Professional Services Team activities
*Assist in creation of the eLearning materials
*Proactively review own product knowledge and competencies to assist in identifying areas for improvement & work with the Professional Services Manager to improve your skills to ensure we deliver a high standard of Professional Implementation Services
*Provide internal training courses and tutelage as required to assist the company in improving employee skills
*Provide the Support team with professional quality internal handover documentation to ensure that support teams have both technical data and operational idiosyncrasies for each of your completed projects
*Communicate technical information about products and services in a variety of different formats and in a way that is easy to understand
*Assess the nature of new documentation required by:
oCollaborating with developers to clarify technical issue
oIdentifying current learning trends and training challenges.
Customer Service Responsibilities:
*Ensure that any Customer issues that you have taken on board from on-site and/or telephone communications with Customers that you have not been able to resolve are reported through the correct call logging procedures for Support matters, through the correct channels/Complaints procedures for more serious customer service issues
*Assist the Support Team in dealing with Customer Support calls if required.
*Assist the marketing department with publicising services and skills to potential clients.
*You may also be asked to carry out any additional responsibilities as requested by the Head of Professional Services.
Job Qualifications, Skills & Experience
*Previous experience in a software consultant role
*Experience designing and delivering IT skills training to a wide range of users, including creative input in training development
*Strong interpersonal, written and oral communication skills
*Excellent training and presentation skills
*A recognised professional training qualification (CIPD, TAP, and C&G), MCT (Microsoft Certified Trainer) would be advantageous
*Quick to pick up and apply new functional, product and / or technical knowledge and skills
*Advanced administration skills, in particular using MS Word, Excel and PowerPoint
*Experience in the software solutions market
*Experience in the health and leisure or education arenas
*Some experience in a Project Management role and / or Team Leading role.
*Travel will be required and therefore applicants must possess a full driving licence and be prepared to stay away from home.
*Your personal characteristics will include:
*Able to present information and communicate in a clear, concise, fluent, structured and unambiguous way
*Ambitious, hardworking, excellent communicator with a proven track record of engaging and partnering with key stakeholders
*High degree of initiative and self-motivation to work autonomously producing extremely accurate work
*Excellent administrative, planning and organizational skills
*Ability to adjust and respond professionally to changing priorities
*Comfortable presenting to senior level executives
*Results driven with the credibility to influence at all levels and the ability to think outside the box to identify potential opportunities
*Flexible, conscientious approach and willingness to go the extra mile
*Calm and confident nature
*High level of customer focus
*Persistent and resilient under pressure to achieve timely deliverables whilst maintaining quality
*Resourceful and keen to learn and share knowledge.
If you would like to be considered for this role please send your details over to: in the first instance or call for further information.
- Software Trainer
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