Knowledge Management Analyst - SaaS

Knowledge Management Analyst - SAAS 

 Our client is the world's first Modern Customer Experience Management (CXM) platform that helps brands make their customers happier. You can connect with customers on the modern channels they choose and coordinate your interactions across marketing, advertising, research, care and engagement teams to deliver the best customer experience your brand has to offer.

What You'll Do : 

We are seeking a talented individual to be a part of the Implementation Excellence. This individual will lead on-site and virtual learning for a product major. He / She will direct the activities of internal or external client trainings. Oversees the planning of course design, delivery and support documentation. Ensures training program(s), resources and curriculum meet company and customer objectives. Maintains communication with internal and/or external customers to ensure effectiveness of training. The goal is to serve our Organization with end-to-end, deep and wide product knowledge. We are responsible for enabling the Customer Delight Organization with the product knowledge to effectively and confidently demonstrate value to the Customers.

Knowledge Analyst role will enable clients to utilize to full potential. Deliver effective training for external clients / end users and internal employees. Provide a learning framework & inculcate industry best practice. Build platform champions and positive brand advocacy.

What Are Your Responsibilities : 

- Design, implementation, deployment, and administration of high-quality training programs/practices, policies and procedures to Internal & external customers.

- Train the external clients and end users on all business required use cases and features

- Anticipate future client needs or business requirements that may occur and educate on all required features and capabilities.

- Ensure that all client users are trained and educated in a timely fashion, to be able to run all their use cases through the platform

- Viewed both internally and externally as an expert on training and development research, learning and motivation theory, and new materials, methods and techniques that ensure optimal level of training delivery initiatives

- Ensure that every client derives satisfaction and the most value possible from the implementation experience

- Collaborate effectively as the Knowledge specialist within an implementation project team, adding your subject matter expertise to the enhancement of the solution provided to the customer

Who You Are & What Makes You Qualified:

- Last ten years building software for an - un-enterprise world and we're bringing the very best talent together to take us to the next level.

- Typically, 4+ years of relevant experience or equivalent combination of education and work experience, minimum 2-3 years experience in SaaS training preferred.

- Advanced understanding of applicable technical and functional content areas and industry trends

- Expert knowledge of Adult Learning Theory and curriculum design methodology

- Expert knowledge various training delivery methods, skills, abilities and practices

- Expert ability to analyze and use data to show progress against business metrics

- Familiarity with our products is strongly preferred

- Experience with on-demand learning development tools such as Rise (Articulate) and Adobe Captivate a plus

- Excellent written and verbal communication skills and presentation skills, building relationships as a trusted advisor with internal and external stakeholders

- Demonstrate experience and a passion for the social media technology universe

- Ability to work effectively under tight deadlines and juggle several assignments simultaneously

- Fluency in social media platforms and direct experience in working with or for social media management software is preferred

- Passion for solving client challenges and commitment to client delight