Customer Education and Training Specialist (IT) - Beltsville - job 677481

Alertus Technologies LLC

Date: 04/09/2021

City: Beltsville, Maryland

Employment type: Full-time

Company Description

Alertus Technologies is a pioneer and ascending market leader in mass notification solutions. When emergencies occur, our products protect the lives of countless staff, students, and personnel. Join an organization where we are passionate about offering well-developed products to our clients and are obsessed with customer satisfaction.

Each individual in our organization has an integral role in the company's success and a direct impact on the life, safety, and well being of countless people at numerous institutions and corporations. We are an extremely loyal team that believes in promoting from within and investing in our employees. 

Job Description

We are looking for a training superstar to play a critical role in supporting Alertus' rapid growth. The Customer Education and Training Specialist will report to the Director of Client Services and will be a key player in bringing our customer success mission to life. In this role, you will be responsible for the delivery and management of customer learning initiatives and education programs across the government, commercial, education, and healthcare markets. Key results of the role are ensuring a successful onboarding, driving product adoption, increasing usage, and achieving customer success and client retention.  

Our ideal candidate possesses a diverse technical background and is a self-motivated problem solver with a strong desire to teach, train, and develop key customer stakeholders.  Once onboarded, the candidate will be able to teach and train the Alertus Mass Notification System from end to end, including all software and hardware solutions. 

A Day in the Life:

  • Serve as an Alertus Mass Notification System expert and trusted partner to all customers

  • Proactively partner cross-functionally with Sales, Marketing, Product Development, and Executive team members to address customer learning needs and drive account adoption and usage

  • Act as the authority for customer training and onboarding, developing and maintaining relationships with key stakeholders to ensure delivery of customer goals and objectives

  • Identify needs for customer education: develop collateral; conduct webinars, seminars, and workshops; create improved on-demand learning opportunities for our customer base

  • Document best practices, use cases, value propositions, and other key learnings as Alertus grows and scales 

  • Manage the learning life-cycle from development to implementation and monitor training plans and learning paths for new and existing customers

  • Deliver polished presentations and a premium training experience that builds champion users and promoters of Alertus

  • Organize and manage customer training(s) with effective scheduling and timely communication to all applicable internal and external stakeholders

  • Analyze customer training program(s), develop strategies for feedback and improvement, and act on those plans

  • Autonomously manage internal tasks and account maintenance duties (e.g., Salesforce, internal requests) to ensure activities are updated daily and deadlines are met

  • Proactively escalate issues as needed

  • Support and mentor new employees

  • Manage both expense and training budgets

  • Ensure Alertus’ reputation for strong relationship building, customer experience, and service in the industry remains an overwhelming competitive advantage

  • Proactively engage with the ever-changing needs of a global client base through phone and email communications, onsite visits, trade shows, forums, and user groups  

What You’ll Need:

  • BA/BS or equivalent experience

  • Experience selling, presenting and demonstrating software and technology products or services

  • Exceptional written and verbal communication

  • Willingness to travel approximately 15% of the time

  • A customer-first mindset

  • Understanding of various teaching methodologies and tools

  • Proficiency in CRM, video conferencing, and other various productivity platforms

  • Experience with e-learning software preferred

  • Ability to meet tight deadlines

  • A natural curiosity and ability to work in a fast-paced, ever-changing environment

Additional Information

All your information will be kept confidential according to EEO guidelines.

EEO/AA Employer M/F/D/V 

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