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Product Success Specialist

INSZoom in Pleasanton, CA, USA

Benefits Offered

401K, Dental, Life, Medical, Vision

Employment Type

Full-Time

INSZoom is the world’s largest immigration software company, with solutions for immigration lawyers, corporations, universities, healthcare organizations, and more. Our feature-rich cloud-based software provides a comprehensive platform that allows clients to share and process valuable information online, process immigration applications quickly and stay compliant while doing so.

We’re a fun, fast-paced technology company who lives and breathes technology. We’re on a mission to simplify the challenges of global immigration and compliance through technology.

We’re actively searching for a Product Support Specialist to play a critical role in conducting, assessing, and monitoring product-based training sessions for participants. Provide cross-company training and new hire orientation for both internal and third-party business partners. Become the brain trust by providing continuous improvement of learning opportunities across the organization to ensure the maximum effectiveness of the company's efforts. This is an exempt position, reporting to the Product Manager-Communication & Content.

Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Develop and deliver high quality training classes to customers, partners and employees via following channels:
    • in-person, onsite
    • live/recorded web
  • Manage the on-going education including but not limited to: refresher training, upgrade training, new processes, and consistency of training and training materials.
  • Schedule, organize, and coordinate all training sessions.
  • Collaborate with Professional Services, Support, Engineering, Sales, and Product Management departments to design training materials and programs that meet the needs of our customers, partners and employees.
  • Propose solutions during the pre-sales meeting and help closing deals (new business and add-on modules).
  • Learn new subjects with minimum supervision at a rapid pace. Learn/manage/own various tools (including, but not limited to, WorkFront, AirTable, Intercom, Lattice, etc.)
  • Write and illustrate English-language technical documentation for distribution to customers, partners and employees.
  • Work in a team to produce programs that are satisfactory to all relevant parties in an organization.
  • Consider the costs of planned programs and keeping within budgets as assessing the return on investment of any training or development.
  • Produce training materials for in-house courses, business partners, and clients.
  • Monitors and reviews the progress of trainees through questionnaires and discussions with managers.
  • Participate in the planning of the user education content strategy and roadmap.
  • Work cross-functionally with multiple departments to identify prioritization for content roadmap.
  • Create content using the latest content creation tools.
  • Stay up-to-date of best practices and innovations in content creation and distribution.
  • Review content with internal stakeholders and incorporate feedback.
  • Monitor/measure customer satisfaction with user education content and iterate to improve impact.
  • Amend and revise programs as necessary, in-order-to adapt to changes occurring in the work environment.
  • Keep up to date with developments in training by reading relevant journals, going to meetings and attending relevant courses.
  • Take on training tasks and other duties covered by the role as assigned by the management
  • Expected travel 25-30% required.

Skills, Competencies, Knowledge

  • Communication Proficiency: Impeccable verbal, written and listening skills; ability to receive and convey information effectively with clients through all channels of communication.
  • Interpersonal Skills: Ability to clearly convey, persuade, and negotiate information and ideas to individuals or groups.
  • Technical Capacity: Able to quickly learn product functionality and features when trained to knowledgeably speak with clients. You will ramp-up quickly, learning the technical details concerning how our software works and what problems it solves for our clients.
  • Collaboration Skills: Strong collaborative personality with the ability to tackle cross-functional assignments as needed

Education + Experience

  • BA/BS degree required, or equivalent work experience; advanced degree is a plus !
  • Min 3+ years functioning in a training capacity where you owned the training lifecycle (creation to delivery) within a SaaS based environment or other technology/software space – Required !
  • Training experience as a Field Trainer, Learning & Development Specialist, Corporate Trainer, or relatable training discipline – Emphasis on delivery !
  • Experience using web-based tools for training.
  • Comfortable conducting trainings with a varying audience base.
  • Understanding of project methodologies – Specifically Agile methodologies and principles is a plus !
  • Excellent verbal, written and listening skills with the ability to receive and convey information effectively with clients through all channels of communication.
  • Ability to work on multiple initiatives and projects simultaneously.
  • Ability to quickly learn product functionality and features.
  • Self-motivated with the ability to work with moderate supervision.
  • Ability to complete projects as assigned on time.

Supervisory Responsibility
None

Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to communicate through clear speech and writing. The employee will be required to sit before a computer, use computer equipment, and use office equipment including the telephone. Internal and external meetings will require the employee to stand; walk; use hands. The job requires the ability to occasionally lift office/exhibit products and supplies up to 15 pounds.

Position Type and Expected Hours of Work
This is a full-time position. Hours of work and days are typically Monday through Friday, 8:30 a.m. to 5:30 p.m. Work hours may shift according to client’s time zones, therefore, the ideal candidate for this position should be able to accommodate flexible work hours.

Location
This job is in the INSZoom’s Pleasanton, CA/U.S. Headquarters office

Travel
25-30% expected travel

Work Authorization
All USCIS requirements for Employment Eligibility Verification (I-9) must be met

INSZoom does not discriminate on the basis of sex, age, color, race, religion, marital status, national origin, ancestry, sexual orientation, physical & mental disability, medical condition, genetic information, veteran status, or any other basis protected by federal, state or local law.

INSZoom

About INSZoom:

INSZoom is the world’s largest immigration software company, with solutions for immigration lawyers, corporations, universities, healthcare organizations, and more. Our feature-rich cloud-based software provides a comprehensive platform that allows clients to share and process valuable information online, process immigration applications quickly and stay compliant while doing so.

We’re a fun, fast-paced technology company who lives and breathes technology. We’re on a mission to simplify the challenges of global immigration and compliance through technology.

Company website: http://www.inszoom.com

Posted date: 25 days ago

View all Jobs at INSZoom