Job Description
Training Responsibilities
• Build and manage new training and communications team of 3 for an international sales and customer service organization. Organization consists of 75+ Inside Sales and Customer Service Account Executives and an additional 75+ Enterprise Sales and Account Management Account Executives.
• Develop and deliver new training programs to improve ramp up of sales, account management and service productivity of new hires.
• Design and roll out training programs to improve selling and service skills, product and content knowledge, process and tools knowledge and professional development skills
• Design a learning framework to organize all new training content and reorganize existing content
• Create a quantitative process to evaluate the success of training initiatives and to continually evaluate the gaps and strengths of individuals on the team.
• Provide ongoing training protocols for established team, rolling out new processes and retraining team members as needed
• Build operational infrastructure to store, deliver and update training materials.
Inside Sales and Customer Service Specific Training Responsibilities
• Support Inside Sales and Service Trainer in delivering training to our international team of Customer Service and Sales Account Executives based in New York, Berlin and London servicing customers in 10 languages via email, phone and chat. Assist in On-boarding and training ~30 new hires annually. Each new hire participates in a 2-3 week intensive training class which is offered monthly.
• Design framework to deliver actionable and measurable recommendations to Account Executive Sales and Service Managers to improve training, coaching, customer happiness and overall Account Executive knowledge and performance.
• Review the development and maintenance of training materials for new hires, refresher training and new initiatives.
• Review the development of self-assessment and quiz materials for refresher skills and new hire training and offer individual and team oriented recommendations on how to improve team performance
Enterprise Sales and Account Management Specific Training Responsibilities
• Support Enterprise Sales and Account Management Trainer in delivering training to our global team of 35+ Senior Account Executives and 30+ Account Managers based globally servicing customers in 10 languages.
• Collaborate with Sales Director and Account Management leadership to create curriculum around the enterprise sales cycle and product offerings as well as practical application of systems and tools.
• Organize and maintain training documentation with dedicated trainer ensuring strong retention of training principles.
• Create ongoing curriculum with dedicated trainer, focused on continuing education for established teams.
Communications Responsibilities
• Build an effective communication channel to share updates in content, product and process to the Inside Sales and Customer Service Team (i.e. weekly newsletter, leverage Saleforce Chatter)
• Supervise Inside Sales and Customer Service communications for on-going site, product and process changes and ensure team understands and incorporates new information into their daily customer interactions
• Manage internal and external customer knowledge base available in 20 languages
· Manage articles availability to align with department self-service strategies
· Manage multi-lingual translation process
· Measure success of knowledge base as a successful customer communication channel
• Align team customer communications with the Customer Service brand.
· Review and update and manage translations of customer chat and email templates
Requirements
• Experience managing and mentoring a training and communications team
• Track record in delivering customer service and inside sales training to groups of 20+
• Experience working with outside sales teams with account management counterparts (Hunter and Farmer sales model)
• Demonstrable experience in improving performance through training and coaching
• Experience coaching and training peers
• Effective verbal and written communicator
• Self-motivated team player able to prioritize and manage projects and tasks and meet deadlines in a fast paced environment
• Excellent fluency in MS Word, Excel, and PowerPoint
• 2 years experience using Salesforce.com
Preferred
•Experience in the stock photography industry or a related industry
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Wednesday, September 23, 2015
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