Looking for an opportunity to build a learning and development program within a fast growing, super creative high tech company? Shutterstock is looking for a dynamic learning and development leader to build a culture and infrastructure that promotes self-improvement and certification and delivers measurable high performance on the Inside Sales and Customer Service team.
Build a certification culture and infrastructure for product, sales and service skills and professional development for team of 100+ sales and service Account Executives.
On-board and train ~40 new hires annually to our international team of Customer Service and Sales Account Executives based in New York, Berlin and London servicing customers in 12 languages via email, phone and chat.
Build an iterative process for evaluating management and Account Executive business needs and incorporating them into the learning and development program
Partner with Account Executive management team to build effective training and coaching programs that continually improves individual and team performance.
Implement new hire pre and post training assessment and coaching program
Build a quantitative assessment and self paced learning program via learning management system implementation
Build an e-learning platform to improve global training
Implement refresher skills and knowledge program for existing team of Account Executives for all on-going content, product, and site changes developing from Product/Tech Teams
Deliver actionable and measurable recommendations to Account Executive Sales and Service Managers to improve training, coaching and overall Account Executive knowledge and performance
Serve as an additional hands on classroom trainer to roll out new initiatives to the team
Communications Responsibilities
Partner with Inside Sales and Customer Service communications team to build communication strategy to improve Account Executive consumption, understanding, and adoption of on-going product & process changes.
Build up Voice of the Customer Communications strategy to improve company engagement and understanding of customer issues
Build up Voice of the Account Executive Program to improve AE engagement in customer advocacy, product development, participation in leadership and professional development opportunities
Manage both the internal and external knowledge base communication channel to support not only education and development initiatives but also strategic business initiatives around contact management optimization
Requirements
Experienced and creative trainer of multi-cultural sales and customer service representatives supporting an international customer base
Experience managing a team of training and communication resources both internal and external
Proven track record in improving performance through training and communication programs
History of motivating and building high performing team members
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.
Experienced in designing and managing quantitative programs to measure training effectiveness and knowledge retention
Collaborative leader and team advocate and enabler
Experienced in implementing e-learning platforms, learning management systems and leveraging multiple communication channels for global audience of learners
Comfortable administering and managing internal and external knowledge bases preferably in Salesforce.com, but similar system such as Knova, RightNow, RightAnswers, Moxie Remedy is acceptable
Ability to identify opportunities for improvement and create strategies in optimizing knowledge for both internal and external clients
Demonstrable experience in improving customer satisfaction through knowledge management
Fluency in MS Word, Excel, and Powerpoint
Preferred
Experience in the stock photography industry or a related industry
Experience with Salesforce
Experience with In Design, Illustrator, and Photoshop
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