Lead Training Specialist, IT - Remote

Salesforce Training Program Manager

Conceptualize, research, develop, implement, maintain, and enhance Salesforce related training programs/materials. Facilitate training classes to support the Sales, Neighborhood Care, Customer Service: provide technical, administrative, and other support as needed. Responsible for the training environment from a technical and functional standpoint. Configure users and features as required in Salesforce training environments. Facilitate and approve user provisioning requests.

Responsibilities

• Facilitate training programs related to Salesforce applications.
• Conduct training and refresher courses with user groups working within Salesforce.
• Enhance adoption through training programs.
• Report on adoption, feedback, ideas for improvement.
• Work with stakeholders to determine training needs and opportunities and manage training calendar.
• Developing personas for system users and targeting training to those groups that maximize effectiveness of CRM users.
• Creating release notes, documenting new functionality and training users on newly implemented functionality.
• Develop documentation and understanding of the existing feature set as implemented to assist with questions and enhancements.
• Design and create high-quality, engaging, and effective training programs.
• Provide technical, administrative, project management, logistical and other support as needed to maximize the effectiveness of processes, programs, approaches, and materials.
• Support project management training tasks related to new implementations, process changes, and new business to meet organizational needs.
• Produce and deliver ad-hoc reports, presentations, analysis, etc. to support organizational goals.
• Monitor and review the success of end user training by using quality results, assessment results, survey results, and observations or through discussions with organizational managers and trainers.
• Perform other job-related duties as directed or required.

Qualifications

• Bachelor's Degree; Master's Degree (Preferred)
• Salesforce certification (Preferred)
• 4 – 6+ years of relevant professional work experience (Required)
• 2 – 3+ years of training design, development, and delivery experience in a virtual, classroom and large audience setting (Required)
• 2 – 3+ years of implementing Salesforce configuration and rolling this out to users (Required)
• Additional experience/specialized training may be considered in lieu of educational degree requirements (Required)
• Knowledge of adult learning theory; experience with inclusive training methodologies (Required)
• Software application training experience (Required)
• Excellent time management skills (Required)
• Excellent communication (verbal, written, presentation, interpersonal/relationship building) skills (Required)
• Critical thinking skills to develop or assess materials that will help employees understand the subjects being taught, understand the needs of the employees and judge what will work (Required)
• Problem-solving and decision-making skills to determine the best programs to train employees and meet the needs of the organization (Required)
• Expert level command of course authoring tools, specifically Storyline 360, and course development methodologies (Required)
• Ability to effectively manage multiple projects and tasks with competing objectives, priority levels, and deadlines; and to develop and adhere to time schedules to meet project deadlines and to sequence activities logically (Required)
• Very strong customer service orientation and commitment to quality, responsibility, high work standards, and initiatives (Required)
• Strong knowledge of Microsoft Suite including Word and PowerPoint for producing training materials and presentations (Required)
• Flexibility to accommodate travel to various locations (Required)
• Self-motivated, innovative, and flexible (Required)
• Experience delivering training in a call center/customer contact center / sales environment (Preferred)
• Strong knowledge of customer service/contact center day-to-day operations; and customer service system(s) (Preferred)