PACKAGE
£32,000 to £37,500  depending on experience
27 days annual leave
All business expenses reimbursed

LOCATION
Primarily working from home but with regular visits to customers’ offices & face-to-face meetings with colleagues

REPORTING TO
Director

TRAINING
Full product training provided

STRATEGIC AIM

Help customers get up and running quickly & efficiently with the software.

Support software adoption by delivering helpful learning programmes.

Minimise customer churn by addressing customers’ knowledge gaps.

Job description

We are expanding our Customer Services team creating this opportunity for a technically minded Software Trainer. This exciting role presents an opportunity to join a growing technology business and really make an impact.

Capitalising on your experience in training software solutions, you will be responsible for creating a fantastic onboarding experience for our customers as they adopt Chalkstring. You will deliver training both online and in person, and must have a passion for teaching, helping people and building lasting relationships.

80% of the role

• Planning and managing onboarding and implementation for new customers
• Delivering training and consultancy workshops online and face-to-face for new and existing customers
• Analysing customer engagement and usage trends to deliver insights and initiatives for improvement and reports on the performance of the training function
• Designing and implementing training initiatives/programmes that can be delivered on-demand (self service) to build competency and improve engagement
• Continually improving the onboarding process and associated assets to ensure customers are confident to use the software effectively
• Documenting internal processes relating to training and onboarding
• Creating and managing digital assets to help with training, onboarding and support
• Researching trends and initiatives in Training and Onboarding to keep improving the services that we provide for our customers
• Working with the Account Management function to provide strong handover for new customers and to provide training solutions and resources for existing customers
  
  

20% of the role

Whilst the role focuses predominantly on training, you’ll be a valued and versatile member of the wider business services team. No two days are the same, and from time to time you’ll be required to provide cover for our helpdesk, offering guidance and advice to customers via telephone, email and chat.

The relationships you build during training will also play a pivotal part in an Account Management role as you help minimise customer churn.

The expertise you develop about the product will also play a part in assisting with communications and materials for new releases.

Required experience / personality

• At least 3 years’ practical experience in delivering customer-facing training for software solutions – experience with construction or financial software would be an advantage.
• Experience developing onboarding programmes and related assets is desirable.
• Highly IT literate (CRM/Microsoft Excel/O365/online applications).
• Experience using video creation software.
• Confident, smart and enthusiastic with a professional attitude.
• Must be able to work in a team and enjoy engaging and working with others.
• Be coachable with a desire to develop your own skills to continually build expertise in your field.
• Must be a clear and confident communicator, in both verbal and written forms. Must possess a good command of written and spoken English.
• Must be articulate and able to explain technical and business concepts clearly and concisely, if need be, tailoring responses in different ways depending on the audience.
• Must be comfortable presenting to and managing groups of people confidently, in both face to face and remote environments.
• Must be engaging and enthusiastic, bringing your own personality to develop rapport and build trust.
• Must be persuasive and able to influence others, especially when helping new customers adapt to new processes and systems.
• Ability to deal with stakeholders at all levels is extremely important.
• Have a logical approach to problems and strong attention to detail.
• Ability to understand business process and empathise with different roles and levels of users.
• Must be very organised and disciplined in terms of workload priorities & time management. 
• You must live in and be eligible to work in the UK

• Full clean Driver’s License and access to a car is required

How to apply

To apply for this role, please send your CV and a link to your LinkedIn profile to hello@chalkstring.com.