NetSuite Training Program Specialist-19001AB6 Preferred Qualifications Job Description: As NetSuite expands our internal and external training solutions, training program support is critical to the success and expansion of the offerings. The Training Program Specialist position support a variety of activities related to pre-sales through to revenue recognition.
Responsibilities: The Training Program Specialist must support day-to-day classroom operations and customer interactions, including collaborating with Education Services team members to support all education offerings. This individual must be familiar with all operations processes to ensure adequate coverage of the education queues, order processing, and sales support.Customer Experience & Sales support:
o Support customer training registration life cycle in our system of record
o Support interactions between the internal teams and customers for their overall enablement success
o Provide innovative solutions for customer training needs and proactively resolve issues
o Provide best-in-class customer service and support for Learning Cloud Support subscribers and training participants
o Ensure service level agreements are met per specified guidelines
o Maintain records of training activities (documentation, content, attendance, and assessment records)
o Assist customers and Sales teams with purchasing of NetSuite Training offerings
Program Support:
o Create and monitor all classes to support any operational requirements and respond within 1 hour for any day of training requests
o Support forecasting and revenue recognition requirements
o Provide day-to-day support of the Learning Management system queues, including (i.e. e-mail, Learning Cloud Support and Learning Management System Access) and responds to all customer inquiries from website, calls, or e-mails
o Define and implement standards and best practices to foster collaboration across various areas of the organization. Leverage internal knowledge of processes/procedures, methodologies and best practices to support training initiatives.
o Learn to or help to create the procedures and the specifications to follow for the execution of projects in the organization, and specify product requirements for operational success
o Identify opportunities for process improvements and provide proactive recommendations and work with management to develop and implement these recommendations.
o Collaborate with the Curriculum Development Team to manage and publish training content
Qualifications:
Bachelor's degree with a minimum of 5-7 years of related work experience; or 8 years of Customer Service, Sales Operations, Business Operations, or Training Operations experience
Experience with MS Office and CRM/ ERP tools a must
Outstanding verbal and written communication skills a must
Ability to work with all levels within the organization (including peers through to Senior leaders)
Must be flexible and willing to adjust work schedule to meet the demands of the business
Fluency in a foreign language
Competencies
Action Oriented
o Enjoys working in an action-oriented and energetic environment
o Embraces challenges as opportunities
o Enjoys working hard; is action oriented and full of energy for the things he/ she sees as challenging;
o Not fearful of acting with a minimum of planning; seizes more opportunity than others
Customer Focus
o Proven experience working with customers and commitment to servicing their needs with timely excellence
o Leverages customer interactions for process improvements
o Is dedicated to meeting the expectations and requirements of internal and external customers;
o Gets first-hand customer information and uses it for improvements in products and services;
o Acts with customers in mind;
o Establishes and maintains effective relationships with customers and gains their trust and respect
Initiative
o Tackles problems and take independent action, seeks out new responsibilities, acts on opportunities, generates new ideas, practices self-development
Job Knowledge/ Technical Skills
o Has the functional, technical and product knowledge and skills to do the job at a high level of accomplishment
Quality
o Dedicated to delivering high quality service via the most efficient and effective work processes
o Dedicated to providing the organization or enterprise-wide common systems for designing and measuring work processes; seeks to reduce variances in processes;
o Delivers the highest quality products and services which meet the needs and requirements of internal and external customers;
o Is committed to continuous improvement through empowerment and management by data; leverages technology to positively impact quality is willing to re-engineer processes from scratch;
o Is open to suggestions; creates a learning environment leading to the most efficient and effective work processes.
Detailed Description and Job Requirements
Provides follow through of complex customer issues, continuous improvement programs and development of tools such as customer satisfaction measures, etc.Interacts with customers prior to and/or after sale. Develops and maintains positive customer relations; coordinates with various functions within the company to ensure customer requests are handled appropriately and in a timely manner. This position has authority to substantially affect the relationship between the company and a customer, either from a financial standpoint or product standpoint. Focus of work can be in pre-sale or post-sale or both.Ability to work on problems of diverse scope where analysis of data requires evaluation of identifiable factors. and demonstrate good judgment in selecting methods and techniques for obtaining solutions. Capable of working under limited supervision. Excellent communication skills, ability to be an effective team player, and a commitment to ensuring customer success are essential. Bachelors degree preferred and at least 5 years of related experience.
