Customer Success Trainer

**About the Company**

Achieve Test Prep's mission is to make higher education more accessible and affordable for working adults. Achieve offers live, online instruction, 1-on-1 tutoring and mentoring, and flexible course schedules that empower non-traditional college students to test out of college credits and earn higher level professional licenses.

**Role Overview: **

The Trainer works with department leaders and subject matter experts. Continuously improves and develops training materials to help improve overall performance. The Trainer also shares responsibility for auditing calls and accounts, and collaborates closely with Operations for process clarification and updates.

#### **Roles & Responsibilities:**

* Proficiency with Google Apps (Google Sheet, Google, PowerPoint)
* Excellent communication skills
* Comfortable talking in front of a group as well as one-on-one with an individual
* Able to give and receive feedback effectively
* Can drive understanding (i.e. using visual aids, able to recognize when a group or individual is lost and needs more attention)
* Demonstrates a positive “can do” demeanor, has fun and gains energy from working with others
* Professionalism and takes direction well; organized, displays sound judgment, has solid problem-solving, and critical thinking skills
* Strong organizational, multi-tasking and time management skills

#### **Desired Skills & Experience:**

* Maintains expert-level knowledge in departments to evaluate and propose action steps to improve processes
* Act as Subject Matter Expert for our products and best practices of use
* Create and maintain training materials
* Facilitates and delivers training sessions
* Facilitates learning solutions, preparing plans according to department needs and providing a high-impact, interactive environment
* Encourages participation and builds learner motivation during sessions
* Collaborates with the training manager to assess, design, develop and maintain training solutions and components
* Provides reporting to department and training management
* Identify training needs by evaluating strengths and weaknesses
* Direct structured learning experiences and monitor their quality results
* Communicates effectively and proactively with subject matter experts and department leaders
* Ensure deliverables are completed in scope and on schedule
* Assists in measuring the effectiveness of learning
* Measures the impact of his/her development efforts
* Identifies areas for cross-training and support and implements the training to support the objective
* Assist in updating of SOPs
* Maintains records for training programs, including evaluations, employee participation, and LMS records

#### **Job Details:**

Schedule: Monday-Friday, shifting schedule between 8am - 9pm EST