Senior Executive - Process Trainer - Customer Success/Pilot Process (5-15 yrs)

Sr. Executive Process Trainer - Customer Success/Pilot Process

This opportunity is for a Sr. Executive Process Trainer - Customer Success/Pilot Process with a shared services client of InnoQuest Consulting.

Mandatory Asks:

- The person should have good understanding of training methods, modes and practices.

- The person should have good understanding of evaluation methods and applicability of those evaluation methods.

- The person should have good knowledge of engagement methods and pedagogies.

Responsibilities:

Train:

- Implement, and continuously improve training programs for new hires and existing team members within the Customer Success department.

Performance Tracking & Improvement:

- Evaluate the effectiveness of training programs through feedback, assessments, and key performance indicators (KPIs).

- Use data-driven insights to refine and enhance training processes.

Customer Success Alignment:

- Collaborate with the Customer Success leadership team to understand evolving business needs, customer pain points, and call center metrics to tailor training efforts to improve customer satisfaction and retention.

New Hire Onboarding:

- Oversee the onboarding training process for new Customer Success team members, ensuring a seamless transition into their roles.

Ongoing Development:

- Create continuous learning opportunities for tenured agents to enhance their performance, including refresher courses, skill workshops, and advanced customer service techniques.

Cross-Functional Collaboration:

- Work closely with other departments (e.g., Product, Sales, Marketing) to ensure alignment between training programs and company-wide objectives.

Coaching & Feedback:

- Provide coaching and feedback to customer success agents, supporting them in real-time to improve their knowledge and customer interactions.

Maintain Industry Knowledge:

- Stay up to date with trends and best practices in customer service, call center operations, and training methodologies.

Qualifications:

Education:

- Bachelor's degree in Business, Communications, or a related field (or equivalent work experience).

Experience:

- Minimum of 5-7 years in a customer success, call center, or training role, with at least 2 to 3 years of experience in lead trainer position.

- Proven success in training and developing inbound call center teams or customer-facing teams.

-Strong knowledge of customer success best practices and key performance metrics for call centers.

Skills:

- Excellent verbal and written communication skills.

- Strong leadership and coaching abilities, with a focus on team development.

- Ability to design and deliver impactful training programs for diverse teams.

- Proficient in eLearning platforms, Learning Management Systems (LMS), and MS Office Suite (particularly Excel and PowerPoint).

- Data-driven approach to evaluating training effectiveness and performance metrics.

- Exceptional problem-solving skills and the ability to think critically about training challenges.

Preferred Qualifications:

- Certification in training, coaching, or leadership development

- Experience with training software or learning management systems

- Knowledge of customer success technologies and tools