Client Training and Onboarding Specialist

Job Description:

As our Client Training and Onboarding Specialist, your primary responsibility is to ensure a smooth and effective onboarding experience for our new and existing clients and facilitate training programs to enhance their understanding of our products. You will play a crucial role in creating a positive and lasting relationship between the company and its clients.

You will implement and manage our remote training programs to ensure customers have a seamless and positive experience with our products and services. Your role involves collaborating with various teams to understand customer needs, delivering effective training sessions, and continuously improving the onboarding process.

We are looking for a customer focussed and proactive training professional, who will display strong communication, interpersonal and organisational skills. You must enjoy working in an innovative and fast-paced way reflective of a scaling high-growth health-tech company.

• Acquire a thorough understanding of our products and training programs, and our client base.
• Closely work with the Training team (based in UK) and ensure seamless operations and processes.
• Ensure comprehensive, effective and engaging delivery of virtual / remote training sessions in a professional manner.
• Assist our Training team in formulating and designing training plans and programs, where necessary.
• Adapt training delivery methods to accommodate different learning styles.
• Manage multiple customer training and onboarding projects simultaneously.
• Develop a solid understanding and oversee the running of our e-learning platform, ensuring it is consistently updated with the latest software features and training modules and content.
• Design and implement Training assessments for clients to complete; analyse the results and share the feedback to the Training team.
• Interpret client feedback and implement improvements to training programs.
• Collaborate with the internal stakeholders to customise any training content based on the clients’ needs and requirements.
• Provide guidance and technical support to clients as they integrate with our products and training sessions.
• Coordinate with technical support teams to address client issues and provide additional technical training when necessary.
• Maintain accurate records of training activities, attendance, and assessment results.
• Generate reports on training effectiveness, participant performance, and other relevant metrics.
• Address any training or assessment related queries and concerns from clients.
• Contribute to the formulation of best practices for remote training and e-learning
• Own and manage the client onboarding procedures and tasks on Microsoft Planner and ensuring timely completion and follow ups where necessary.
• Ensure that training programs align with company policies, industry regulations, and operational standards.

Requirements:

• Ideally a Bachelor’s degree in a related field.
• Excellent verbal and written English communication skills is extremely crucial.
• Demonstrable training or teaching experience preferably virtual training
• In depth understanding of operations processes, workflows, and best practices.
• Ability to design or develop training materials and content / programs.
• Strong interpersonal skills and ability to collaborate with cross functional teams.
• Good presentation and organisational skills.
• Provide a meticulous approach to delivery and a keen eye for detail
• Customer centric approach and good problem-solving skills.
• Proactive and analytical mindset with the ability to interpret data to drive decision-making.
• Familiarity with using Microsoft applications and relevant tools (and any other software / system) (intermediate to advanced level of Technical understanding)

Desirable:

• Previous experience with software based products
• Experience of working with international clients (preferable UK based)
• Keen interest in Health Tech industry