Training Success Specialist

Role Summary

Responsible for supporting all Prosci training programs; ensuring quality of participants’ experience during the program, support Instructors, and acting as a first point of contact for training participant support post-program.  This position will maintain responsibility for individual participant needs, and attentiveness to details that keep the program flowing smoothly and on schedule.  Training Success Specialists build customer relationships and become a source of knowledge and expertise about Prosci’s offerings.

This position facilitates client interaction, acts as a subject matter expert by answering questions, exploring available product options and providing guidance to customers within Prosci’s suite of resources. Training Success Specialists are responsible for understanding, navigating and trouble-shooting multiple virtual delivery platforms. Problem-solve program issues, on the fly, while maintaining composure and a sense of calm in the room. Additionally, this position is responsible for solutioning technical challenges participants may experience.

Scope & Responsibilities

Program Support: (70%)

• Participate in Prosci taught programs with instructor and participants as a support resource.
• Technical savvy, ability to learn and leverage multiple online learning platforms effectively.
• Remain aware of personal work schedule and complete required logistic requirements for program success in a timely manner, working with Executive Instructors as applicable.
• Establish and maintain a positive relationship with clients.

Managing Client Experience (10%)

• Address participant needs as they arise.
• Effectively lead all Producer assigned in-class activities, confident speaking publicly.
• Remain attentive as the classroom assistant to help answer questions and distribute relevant handouts in a timely manner.
• Able to manage competing priorities (i.e. participant needs, instructor needs, technical issues).
• Provide support to program participants to ensure they understand how to use Prosci tools.
• Capture participant data from classroom activities and provide formal write-up to clients as a follow-up activity (as applicable).

Technical Troubleshooting (10%)

• Proactively engage with participants to help them identify additional Prosci offerings with the support of a Prosci Account Manager that may be appropriate depending on their unique situation/needs.
• Respond in a timely manner to customer requests.

Project Coordination (10%)

• Support office team project needs (if/as applicable).
• Engage in company-wide meetings and team building events.

Requirements

Competencies

• Collaboration – Able to plan and align with various preferences/needs to deliver a successful outcome/program; ability to communicate thoughts and ideas clearly and follow through on deadlines and outputs.
• Action Oriented – Takes initiative on finding their own solutions, problem solves through barriers, willing to go the extra mile for client requests.
• Demonstrates Self-Awareness – Willing to reflect on growth opportunities, receptive to feedback, aware of professional and personal behaviors and adjusts according to audience. Always looking for ways to improve.
• Situational Adaptability – Able to quickly and efficiently transition between ongoing situations, both unexpected and planned with grace and a positive attitude. Resilient to drawbacks and can rebound.
• Motivated, Self-Starter – Ability to identify own knowledge and skill gaps and resourcefully finds ways to improve, actively looks for ways to challenge self both within role and out, has a natural curiosity to attain more information about the business and product to shape their understanding.
• Courage – Ability to give kind vs. nice feedback, not afraid to ask hard but needed questions, willing to ask for what they need to be successful.

Qualifications

• 4+ years of career experience in customer service.

Technical/Functional Skills

• Basic ability to navigate Salesforce to access participant information and supporting resources for training programs.
• Able to support programs on a multitude of platforms including but not limited to Zoom, Teams, Webex, Google Meets, etc.
• Proficiently utilizes Microsoft Office (Outlook, PowerPoint, Excel, etc.)
• Ability to facilitate and lead group activities.

Other

• This position will require extended periods of sitting and utilizing virtual platforms.
• Long periods of screen time.

Preferred Qualifications

• Bachelor’s degree in related field preferred but not required (ie. Business Administration, Human Resources, Hotel Management).
• Experience with Salesforce.
• Experience teaching, training, facilitating desired.

Additional Information

Travel Requirements: This role requires up to 50% travel.

Work Location: Remote

Base Compensation: $55,000 is the annual base salary for this role. You may also be eligible to receive bonus and benefits.

At Prosci, you’ll find more than a job. Here, you can be you, contribute to meaningful work in the world, enhance your overall wellness, co-create your professional experience, find your flow, and learn and grow. Our global team is rich in experiences and passion for helping our clients create change success.

We offer a motivating total compensation package, inclusive of our Prosci Bonus Incentive Program and comprehensive wellness benefits, including generous paid time off, holidays and volunteer time, medical, dental, vision, long-term and short-term disability programs, life insurance, a 401k matching program, LinkedIn Learning access, and multiple employee-led interest and resource groups.

We hope you're interested in making a difference with us. Even if you don't feel that you meet every requirement listed in this job description, we still encourage you to apply.

Prosci is an equal opportunity employer that is committed to inclusion and diversity. Employment opportunities at Prosci are available to all applicants, without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status, or any other legally protected characteristics. You can learn more about our efforts to build a more inclusive, equitable and diverse organization: https://www.prosci.com/about/dei.

If you require assistance due to a disability applying for open positions, please submit a request to: [email protected].

About Prosci

Founded in 1994, Prosci is a global leader in change management and the provider of choice for 80% of Fortune 100 companies. Prosci combines scientific research with the people side of change to deliver results-focused solutions that enable clients to achieve change outcomes and grow organizational change capability. Prosci maintains the industry’s largest body of change management research—the basis for the company’s tools, methodologies, advisory services, and role-based development programs. To date, Prosci has certified over 100,000 change management practitioners worldwide.

The company is headquartered in Fort Collins, Colorado, with offices in Australia, Brazil, Canada, Chile, Colombia, Mexico and Spain, plus more than 30 certified Prosci Partners around the globe. Prosci is continually expanding directly and through its global partner network to ensure change success for clients no matter where they are located.  Check out our website for more about our team and approach: https://www.prosci.com/about.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development
• Work From Home
• Wellness Resources