Role Summary:
The role is for a customer focused systems trainer that will be part of Customer Success Team requiring both remote and on-site support across Europe. Acting proactively and reactively to the Customer need, this role demands flexibility and the ability to adapt quickly within the Customer environment.
Main Responsibilities:
- To put training programs together specific to a new customer needs, this involves working in partnership with the customer for them to understand all the applications that MiX Telematics include within the program (MiX Fleet Manager, MyMiX and MiX Fleet Manager Mobile)
- For our larger customers the Customer Systems Training will need to design bespoke training programs, including understand any needs to specific system user levels, understanding, designing and creating any of the training literature around the customer
- For existing customers to carry out any training sessions when required by Customer Success Manager’s and keeping Salesforce updated with all these sessions
- Training can be on a face to face basis or online remote sessions using various platforms – Teams, Zoom, Skype for Business & Google Hangout
- To carry out the MiX Telematics online training topics on a regular basis that are open to all customers and users, this will involve working with the Customer Success team to design the topics.
Carrying out all the administration of the invites and collating the acceptances using Microsoft Forms, ensuring all attendees have the online training session details
To go alongside with the training session each topic will have training literature which will need to be distributed post training to all attendees
To keep a records of all topics covered and to feedback to the business all the statistics for these sessions to enable Customer Success Managers to use the information in the business review meetings with customers
Ensuring there is a 12 month program of the topics, designing new topics and carry out a rotation basis of existing topics
- To carry out any training session felt needed by Customer Success Manager and keeping Salesforce updated with all these sessions
- To carry out the training sessions for MiX Support Centre for all customers
- To carry out all internal training on all applications (MiX Fleet Manager, MyMiX, MiX Fleet Manager Mobile and MiX Support) where new functions and products are released ensuring a training update is completed to keep the business informed. All administration needs to be handled through Microsoft Forms
- To assist the European teams with any training needs for our value added resellers (VARS)
- Keep all training literature up to date and in line with MiX Telematics branding, working with our Marketing team
- To assist the Customer Success Manager where need to add value to our customers
- Issue Training Certificates and documents within Salesforce CRM system
Key Skills and Attributes:
- Time management and prioritisation
- IT Proficient with above average MS Excel and PowerPoint skills
- Comfortable with online communication
- Excellent Customer Service and training skills and ability to communicate at all levels
- Ability to understand current product portfolio and capacity to learn and keep pace with the introduction of new products and services
- Attention to detail and a flexible approach to problem solving
- Full clean Driving Licence
- Self-motivated
- European language desirable
- At least 2 years’ experience in a similar technical environment and customer facing/training role being comfortable with presenting to groups of varying roles and seniority
- The role will require travel within both Europe and Internationally, including time away from home as required to support specific Customer requirements