Customer Success Trainer

Company Description

At Totaljobs Group, we help everyone get the job that best fits their life. Whether it is the next step in their career, or a job to pay the bills - we exist to match lifestyles with livelihoods.

We play our part by giving people everything they need to find the right job for them in that moment; making jobs work for more people, whatever they do, and however they choose to do it.

**We also have a hybrid approach to working from home and in the office**

**Job Description**:
As our Customer Success Trainer you will train, coach, and educate customer success staff from the point of their initial hire and on a continuous, ongoing basis. You will be responsible for the delivery, evaluation, and where applicable content creation, of our training and development programmes.
- Analyse the development needs for employees in the Customer Success and Customer Service area by closely collaborating with managers and teams.
- Together with your stakeholders in Customer Success and Customer Service, convert customer feedback into concrete training programmes measures for improvement.
- Utilise data and insights for training and coaching from Sales Operations, Product, Marketing, and Commercial Strategy.
- Design, and implement and maintain needs-based training and coaching concepts for the Totaljobs Group CS / CSM organisation.
- Implement individual development measures, including coaching methods for Customer Success and Customer Service.
- Successfully support the onboarding process of new employees.
- Regularly monitor the success and reporting of the training to ensure and improve the high-quality standards of our CS / CSM approach.
- Support Customer Success and Customer Service-related projects.
- Regularly align within the Sales Enablement team on strategy, planning, and priorities.
- Ensure accuracy of training by staying up to date with process and product change.

**Qualifications**:

- Relevant and proactive training and coaching experience within ain a B2B & B2C dynamic company is essential.
- Experience as a trainer for Customer Service or Customer Success and in the creation of content and conduction of trainings or workshops as well as multiplication media (e.g., videos, tutorials).
- Clear understanding of the development and achievement of a learning culture.
- Confidence as well as very good communication, presentation, and moderation skills
- Independent way of working including a hands-on mentality and a high energy level
- Knowledge of the use of blended / e-learnings.
- Familiarity with face-to-face and remote work (e.g. usage of screen sharing tools Microsoft teams / Zoom and moderation of virtual sessions).
- Ability to work under pressure, organise and prioritise responsibilities.
- Have a passion for good customer service and understand the benefits of excellent customer service for the wider organisation.
- Ideally, have experience of using Gainsight or a similar Customer Success platform.
- Experience in customer service or a contact centre environment would be valued.

Additional Information
**Benefits and Rewards - How we recognise our** **employees hard work and talent**:

- Holiday - We feel work-life balance is important, so we offer every single one of our employees 29 days holiday a year, plus public holidays. Everyone also has the option to buy or sell up to three days each year in our Holiday Flex scheme.
- Pension Scheme - To help our people plan for their future we offer a competitive pension scheme.
- Eye Tests - Every employee receives a voucher which entitles them for a free eye test every year.
- Charity
- Each Totaljobs Group employee receives x2 additional days off every year to volunteer to charitable causes. We also give our employees the chance to 'give as they earn' meaning they can donate tax-free to a registered charity, and Totaljobs Group will match their contribution up to a value of £10 per month.

For more information about Totaljobs Group benefits please look at the Totaljobs Group career site.