Product Training Specialist
This Product Training Specialist role lives within the customer engagement arm of the Granicus' govService product family and is a key member of the Implementation Services (IS) team. This team helps customers (government agencies) transform the citizen experience.
As a Product Training Specialist, you'll be an expert on the govService platform, and a key partner in the successful rollout of projects across the United States. Your role starts at project kick-off by preparing the client for discovery, educating them about the basics of the software so they can provide business requirements knowing how to leverage the software effectively. Upon understanding their technical needs, you'll work with the project manager to determine a training plan and then enable and encourage system utilization by facilitating the required training sessions.
What You'll Do:
- Master the govService platform – you'll be an internal expert on the product
- Serve as an advisor to the customer as they improve their online processes – keeping the citizen experience top-of-mind at every turn
- Create training plans and facilitate training sessions as outlined in plan
- Train and enable customers to utilize the govService Product via online training sessions and in-person training (when applicable)
- Facilitate webinars for current and prospective customers
- Provides additional consulting, training and onsite services as need arises
- Proactively improve and design training resources and collateral for clients and internal peers
- Identifies and troubleshoots training environment challenges and escalates as appropriate
- Work closely with Project Managers that interface with customers alongside you - to advise on progress and share ideas
- Effectively communicate your insights and plans to cross-functional team members
- Interact with both internal team members and external customers (end-users)
- Ensure training deadlines are met and produce on-time project deliverables
Who You Are:
- 2 – 4 years of experience working in software/tech, specifically around user training facilitation
- Basic understanding of technology and the ability to learn new technologies quickly
- Proven track record of developing and maintaining reference-able customer relationships
- You have a relentless commitment to doing the most valuable work first
- You have excellent communications skills – listening, verbal, and written
- You can work both independently and as a member of cross-functional teams, some remote
- You have a track record of functioning well in a fast-paced, dynamic environment with competing demands
- You value the importance of user experience
- You have a passion for customers
- Be able to travel up to 25% of the time, when in person training is required by a client
*starting rate may vary by experience and/or location
#LI-KG1