Customer Education Facilitator in London, United Kingdom

Job Summary

We are seeking a dynamic and experienced Customer Education Trainer to join our team. This role is pivotal in delivering high-quality training programs for our SaaS platform, ensuring our customers fully understand and effectively utilize our products. The ideal candidate will have a proven track record in training delivery, content creation, and workshop facilitation, with a strong focus on aligning training initiatives to achieve company goals and outcomes.

Key Responsibilities

Customer Training Delivery: Working with the Customer Education Enablement Lead, design and deliver engaging and effective training programs tailored to administrative, super-user, and typical end-user customer needs. Ensure learners can effectively utilise our SAAS-based talent platform solutions. Utilise a variety of blended learning approaches for virtual instructor-led training sessions, inclusive of practical workshops, support collateral / guides, and on-demand resources. Gather feedback and continuously improve training offerings based on customer input.

Content Development: Collaborate with Customer Education Enablement Lead and subject matter experts to develop comprehensive live customer training materials that meet the needs of diverse customer learners and learning styles. Content would include but not be limited to guides, presentations, and interactive workshop collateral. Ensure content is current, relevant, and aligned with our products and services.

Workshop Facilitation: Create and lead interactive workshops that effectively convey complex concepts and enhance customer understanding and engagement.

Customer Success Alignment: Collaborate with customer success teams to align training programs with business objectives, ensuring that training supports the achievement of company goals and improves customer satisfaction.

Feedback and Improvement: Collect and analyse feedback from training sessions to continuously improve content and delivery methods. Adapt training based on customer needs and industry best practices.

Reporting: Track and analyse training effectiveness for sessions delivered using a combination of feedback and key performance indicators (KPIs). Provide insights and recommendations, highlighting successes and areas for improvement.

Qualifications

• 5+ years of experience in training delivery, with a strong background in complex SAAS solutions or similar technology environments.

• Knowledge of Talent technologies and experience creating and facilitating training for technical /admin users as well as end-users.

• Demonstrated ability to design and develop high-quality training materials and content.

• Ability to discuss technical concepts of how a product works, as well as typical end-user functionality and use cases.

• History of aligning training programs with company goals and demonstrating measurable outcomes in customer success and engagement.

• Excellent presentation, communication, and interpersonal skills, with the ability to present complex information in a clear and engaging manner.

• Ability to quickly adapt to changing priorities and incorporate feedback to improve training programs.

• Proficiency in using training tools and platforms (e.g., LMS, virtual training software).

• Bachelor’s degree in Education, Business, Technology, or a related field.

Preferred Qualifications

• Experience training customer learners.

• Knowledge of Talent technologies (e.g. HRIS, ATS, LMS, CRM, VMS)

• Certification in Training and Development (e.g., CPTD, ATD).

• Experience with instructional design and e-learning development.

• Knowledge of adult learning principles and best practices.

How to Apply:

• If you are passionate about delivering exceptional training experiences and are ready to contribute to our team’s success, we encourage you to apply. Please submit your resume and a cover letter outlining your relevant experience and achievements to [email/application portal].