Platform Training Specialist

2 weeks ago

Horley, United Kingdom Specialist Recruit Full time

Platform Training & Engagement Specialist

Horley - hybrid working

£23k plus benefits

Our client is a fast-growing technology-based business and has built a market leading position in the provision of energy data and services with a proven track record for constant innovation. They are a passionate, and friendly team who thrive on solvingproblems and with data integrity at the heart of everything we do.

**The role**

To increase customer engagement with their flagship data analytics platform by training customers on the product and using those sessions as an opportunity to collect customer feedback and better inform the development of products, sales strategies and accountmanagement interactions. To drive customer engagement and satisfaction by helping customers.

**Key responsibilities & accountabilities**
- Lead training sessions with clients and internal teams to ensure that users understand how to use the platform and what product features are most relevant for them
- Lead the strategy for training and propose solutions/tools for improving how training is delivered (i.e. increased self-service, content in the help centre, chat capabilities, webinars etc.)
- Consolidate feedback from customers (grumbles, questions about features/functionality/report types, follow up actions, other suggestions) into a database to track trends over time
- Aggregate customer feedback into meaningful insights that can be passed along to: Product Owners to improve product offerings; Account Management to have more impactful conversations with customers; and Sales to increase opportunities for selling additionalservices
- Develop and foster relationships with ID "super users" to learn from our most engaged clients

**What you’ll bring**

The Training & Engagement Specialist must have an in-depth knowledge of the platform in order to match the needs of the customer with the platform’s capabilities. This role is as much about being able to deliver effective training sessions and materialsto increase engagement as it is about providing an analysis of customer needs to stakeholders within Stark to better serve our customers. The skills required for this role are a balance of

**Skills**
- Present information clearly and in an engaging way
- Good listener; must be able to interpret the needs of the customer
- Must be proactive, collecting and sharing knowledge without needing guidance and supervision
- Must be able to operate cross-functionally, interacting with stakeholders across the business
- Must be organised; gather information and maintain a database of customer feedback over time
- Quick learner: able to learn about new products/tools and advise others
- Demonstrate a customer-focused approach
- Proactively share knowledge and experience with others to drive customer engagement
- Always strive to improve performance and identify areas for improvement
- Be willing to learn and master our products to teach others

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