Replicon - Customer Success Trainer

Position Overview:

As a Customer Success Coach/Trainer you will be the very first contact for people who engage the company - you will carry the responsibility of implementing our technologies as per client requirements. The CSM Trainer is responsible for playing a major role in hiring, training, and mentoring the customer success team. They also oversee the implementing policies with internal teams to establish a level of quality customer service that exceeds their expectations, especially for anyone who has direct contact with customers. 

- The expected result is increased customer satisfaction, retention, and continuous growth of the Replicon footprint. We are looking for experts in the enterprise software space, with payroll, HR, and/or finance familiarity being a plus. This is a huge opportunity to become part of an expanding team and help shape the vision and mission of customer success function within Replicon.

Key Responsibilities:

- Coaching, training, and troubleshooting customer needs.

- Talking to prospective clients to understand their needs, assess their goals, and determine potential fit with Replicon's technologies.

- Working closely with others on the Customer Success team and training them to prepare and present demonstrations for prospective clients.

- Guiding new clients through the onboarding process and assisting them with initial system configuration

- Supporting existing clients when they have questions or need help updating their system configuration.

- Implement, integrate, and train customers on utilizing our platform to help them achieve their business goals.

- Conduct weekly training meetings, working with best practices, helping in process improvement.

- Ensure that customer satisfaction has been met by clearly documenting what success means to them and translating that success during the implementation process.

- Independently manage multiple priorities, customer meetings, follow-up with customers, and internal/external support while maintaining a high-level of service in a customer friendly manner

Qualifications:

- BA/BS degree (or equivalent; MBA or advanced degree preferred)

- 5+ years of experience in a customer Success, training, and/or implementation environment.

- Strong communication skills, passionate about the role, good Customer success background.

- Expertise and experience dealing with large, complicated, political accounts at the most senior IT and business levels (preferably with recent direct hands-on executive experience)

- Capability as credible and effective C-level advisor/coach, especially around change management (cultural, technical, and business) payroll, time management, and/or HR experience is a plus.

- Willing to work in North American (EST/PST) shift.