Training Customer Service Lead

Job Title: Training Customer Service Lead
Location: Remote

Duration: 6 Months Contract

Job Description:

• Training CSL will Partner with internal cross functional teams to ensure the proper configuration of nonstandard Training entitlement setup for select Training accounts.
• Proactively build and maintain trusted working relationships with internal teams and stakeholders across the Training Customer Success Customer Success Sales Ops Sales Legal and technical teams to form an open channel of communication.
• Provide regular status updates to internal stakeholders as to the outstanding issues and progress of escalated accounts.
• Lead crossfunctional initiatives and independently problem solve across working groups.
• Facilitate and usher the account setup process through the entire lifecycle and ensure the handoff and completion between the teams through to completion of Training entitlement setup.
• Review requirements for proper setup.
• Identify and document any gaps.
• Prepare plan to address gaps and arrange meetings with teams/stakeholders to review of necessary.
• Identify if further contracts are required or additional information required for setup.
• Communicate the setup completion to the Customer and to internal stakeholders.
• Complete the external documentation process and communication and any further instruction to the Customer.
• Complete the internal documentation process for future reference.
• Contribute to Operational improvement and process development efforts to support future automation and ease for our customers.

Required Skillset:

• Bachelors degree or equivalent experience.
• At least 4 years of experience in technologybased company.
• Experience in a matrixed global business environment.
• Experience with an eCommerce Learning Management system is preferred.
• Ability to understand Legal contract terms and conditions.
• Demonstrable experience in customer service and escalations management.
• Detail oriented and advanced organizational skills.
• Excellent written and verbal communication skills up to the SVP level.
• Ability to both communicate and gather requirements.
• Selfstarter and ability to work on your own.
• Customer service centric style/attitude.
• Driven approach to problem solving and developing effective longterm solutions.