Customer Experience Specialist

4 weeks ago

York, United Kingdom MyKnowledgeMap Full time

About us

MyKnowledgeMap is one of the UK’s longest established learning technology companies. We regularly win awards for innovation and continue to drive development of our products in new exciting areas. Our customers are mainly university medical and nursing schools and related healthcare organisations in the UK, Australia, USA, Singapore and other countries – and we are experiencing significant growth across all our target markets.


Overview:

We are seeking a dedicated and experienced Customer Experience Specialist to join our team. The ideal candidate will be responsible for the production and maintenance of written training guides, updating existing guides, supporting pre-sales demos, conducting various training sessions, and exploring opportunities to enhance training materials to meet the evolving needs of our customers. This role will play a crucial part in ensuring our clients receive comprehensive and effective training to maximize their utilisation of our products and services.


Key Responsibilities:

· Production and Maintenance of Written Training Guides:

· Develop comprehensive written training guides for various user groups.

· Ensure training guides are up-to-date with the latest features and functionalities.

· Regularly review and revise existing training materials as needed.


Supporting Pre-Sales Demos:

· Collaborate with the sales team to support pre-sales demonstrations.

· Assist in showcasing product features and capabilities to potential customers.

· Provide training-related insights to enhance the effectiveness of pre-sales demos.


Training Delivery:

· Delivery of product training.

· Conduct training sessions for students, administrative staff, practice staff, and external assessors.

· Organise and facilitate regular BAU training sessions.

· Provide training on system administration and reporting, covering both basic and advanced concepts.


Development of Additional Training Materials:

· Create video guides to complement written training materials.

· Produce video guides aligned with product release notes to ensure users are informed about new features.

· Develop customer-branded training guides and videos.


Identifying Opportunities for Business Improvement:

· Proactively identify and propose additional tasks and initiatives to enhance training effectiveness and benefit the business.

· Collaborate with cross-functional teams to implement suggested improvements and optimise training processes.


Essential skills & experience:

Excellent customer service skills – across all communication methods.

Proven ability to multi-task and prioritise issues as required.

Ability to learn and adapt quickly to changing functionality.

Proven experience in instructional design, training delivery, and content development.

Familiarity with learning management systems and training delivery platforms.

Strong communication and presentation skills.

Ability to work independently and collaboratively in a dynamic team environment.

Creative mindset with a passion for developing engaging and effective training materials.

Experience in video production and editing is a plus.


Benefits

  • Competitive starting salary
  • Flexible working, but would need to be office based (York) a minimum of 2 days per week
  • 33 days holiday (including Bank Holidays)
  • Contributory pension scheme

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