Descrição
*When you join Verizon
Verizon is one of the world's leading providers of technology and communications services, transforming the way we connect across the globe. We're a diverse network of people driven by our shared ambition to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward - and you can too. Dream it. Build it. Do it here.
* What you’ll be doing...
As part of Global Customer Success (GCS), the Customer Trainer is responsible for the training & onboarding of new business customers on the Verizon Telematics solutions. Further, they deliver advanced & outcome-based sessions to existing customers to help drive product adoption & enable improved customer retention & upsell potential.
Main functions of this job include the delivery of instructor-led training sessions, documenting tasks in Saleforce CRM & producing training content to enable customers to self-learn the platform. Other duties include fostering close working relationships with the in-country Sales, Success & Support teams.
Trainers are involved in team initiatives to improve the training journey experience as well as help GCS teams with product-related queries. They are also expected to adapt to changes in team operating processes as part of the drive to standardise & enable continuous improvement in training delivery.
This position requires the ability to explain technical complexities of our product features effectively & to a broad audience. Strong communication & interpersonal skills are important
Work assignments vary in complexity & require conceptualising, reasoning & interpretation skills. Individuals in this role work independently & are responsible for driving continuous improvement in training delivery from their team.
Key Tasks:
- Provide product training & onboarding for new & migrated business customers
- Provide advanced & outcome-based training for existing customers
- Prepare and schedule virtual training sessions
- Structure presentations to fit the customer’s needs and circumstances
- Follow-up with larger customers to validate implementation experience and completion
- Create and produce user guides & web training modules
- Serve as a SME (Subject Matter Expert) on Reveal & legacy product platforms
- Work closely with Sales, Success & Support trainers to ensure customer training needs are met
- Support initiatives to improve training delivery & develop local operating processes
- Perform miscellaneous job-related duties as assigned
* What we’re looking for...
You’ll need to have:
- Associates or Bachelor’s degree or work experience
- Demonstrable Customer Service experience or relative customer facing experience
- Language Skills - Fluent in spoken & written Italian, Spanish & English
- Proven software training experience
- Experience as customer training professional, recognised as an expert in telematics software
- Strong interpersonal skills & the ability to interact effectively with senior management
- Ability to communicate complex concepts with clarity & enthusiasm
- Exceptional planning & organisation skills
Even Better if you have:
- Ability to adapt product training to suit customer needs, lead initiatives & drive process improvements
- Ability to prioritise & manage multiple tasks, act independently & exercise good judgment
- Ability to creatively use resources & adjust to changes on the fly in a fast-paced environment
- Computer Skills - Ability to quickly learn software e.g. GSuite, Webex, CRM solutions (Salesforce) & video recording tools (e.g. Camtasia, Audacity)
- Presentation Skills - The set of techniques & skills required to successfully present training processes (internally) & product features (externally)
- Communication Skills - The ability to convey information (written & verbal) to another person effectively and efficiently
- SaaS Knowledge - Knowledge of SaaS & telematics solutions
- Time Management Skills - The development and adoption of processes & tools that increase efficiency and productivity
* Diversity & Inclusion
We're proud to be an equal opportunity employer. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.
COVID-19 Vaccination Requirement
Please note, in countries where there is a COVID-19 related government order or rule, Verizon is required to ensure that all employees accessing our workplace comply with these mandatory requirements. If you work in one of these locations, you will be required to provide us with your vaccination status prior to joining. If this, or any other COVID related requirement applies in