5mo ago

Customer Training Specialist

United Kingdom·Seattle,Manchestermid

OperationsProject ManagerCustomer SuccessCustomer Training Specialist

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Quick Summary

Overview

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Zenoti provides an all-in-one, cloud-based software solution for the beauty and wellness industry. Our solution allows users to seamlessly manage every aspect of the business in a comprehensive mobile solution: online appointment bookings, POS, CRM, employee management, inventory management, built-in marketing programs and more. Zenoti helps clients streamline their systems and reduce costs, while simultaneously improving customer retention and spending. Our platform is engineered for reliability and scale and harnesses the power of enterprise-level technology for businesses of all sizes

Zenoti powers more than 30,000 salons, spas, medspas and fitness studios in over 50 countries. This includes a vast portfolio of global brands, such as European Wax Center, Hand & Stone, Massage Heights, Rush Hair & Beauty, Sono Bello, Profile by Sanford, Hair Cuttery, CorePower Yoga and TONI&GUY.

Our recent accomplishments include surpassing a $1 billion unicorn valuation, being named Next Tech Titan by GeekWire, raising an $80 million investment from TPG, ranking as the 316th fastest-growing company in North America on Deloitte’s 2020 Technology Fast 500™. We are also proud to be recognized as a Great Place to Work CertifiedTM for 2021-2022 as this reaffirms our commitment to empowering people to feel good and find their greatness. To learn more about Zenoti visit: https://www.zenoti.com

Zenoti seeks a bilingual professional to drive customer product adoption through training and implementation support. The role combines curriculum development, Job aids creation, customer engagement, product expertise, and training delivery.

• The position develops standardized materials and delivers live, online, and remote training in Spanish, French and English.

• Responsibilities include identifying customer needs, supporting implementations, analyzing usage and feedback, and tracking training objectives and key results.

• Candidates need a bachelor’s degree, 2 to 4 years of relevant experience, strong communication and analytical skills, SaaS or enterprise software familiarity, and willingness to travel up to 50 percent.

You will work within our product implementation and adoption teams to deliver high-quality customer training to end users of Zenoti systems in Spanish, French and English.
Develop standardized instructional materials and training curriculum with clear learning objectives and outcomes.
Work with customers to identify training needs; develop and deliver customer training plans (schedules, content, feedback mechanisms, etc)
Deliver product trainings via different channels (Live, Online, remote) and mediums.
Support the implementation phase remotely or at customer locations as needed.
Be a product knowledge expert, and remain up to date with product knowledge, business flow, sales process and market dynamics.
Analyzing usage metrics, data from support tickets, and customer feedback to improve training delivery and support Zenoti training goals.
Assist in develop training program strategy, including defining and tracking objectives and key results
Responsible for ensuring maximum product adoption through effective training delivery and achieving exceptional client satisfaction.

Excellent written and verbal communication skills in Spanish, French and English
Excellent customer service, skills plus ability to interface with global customers.
Experience working with remote teams.
Strong logical, analytical, critical thinking and problem-solving skills
Ability to understand, articulate and manage customer expectations.
Ability to work in a fast-paced start-up environment.
Experience working with SaaS applications or Enterprise software solutions.
Experience developing and conducting end-user training and training materials for SaaS or Enterprise-level applications.
Background in instructional design or adult learning theory a plus
Experience using Camtasia Studio, Articulate, Adobe Captivate, other e-learning and learning management systems, a plus.

Requirements

~1 min read

Bachelor's Degree in Computer Engineering, Computer Science, Information Systems, Learning & Development, Education, or similar degree.
2-4 years of experience in customer-facing, teaching, training, or instructional design role
Fluency in European and SEA languages is a plus.
Ability to travel up to 50%

Zenoti provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.