NetSuite Training Program Specialist

Job description

Provides follow through of complex customer issues, continuous improvement programs and development of tools such as customer satisfaction measures, etc.

Interacts with customers prior to and/or after sale. Develops and maintains positive customer relations; coordinates with various functions within the company to ensure customer requests are handled appropriately and in a timely manner. This position has authority to substantially affect the relationship between the company and a customer, either from a financial standpoint or product standpoint. Focus of work can be in pre-sale or post-sale or both.

Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. Duties and tasks are standard with some variation; displays understanding of roles, processes, procedures. Performs moderately complex problem solving with some assistance and guidance. Completes own role largely independently within defined polices and processes. Failure to accomplish results may necessitate additional resources to correct. 2 years experience.

Desired profile

Qualifications :

As NetSuite expands our internal and external training solutions, training program support is critical to the success and expansion of the offerings. The Training Program Specialist position support a variety of activities related to pre-sales through to revenue recognition.

The Training Program Specialist must support day-to-day classroom operations and customer interactions, including collaborating with Education Services team members to support all education offerings. This individual must be familiar with all operations processes to ensure adequate coverage of the education queues, order processing, and sales support. Act as subject matter expert in assigned areas and train other Training Program Specialists.

· Customer Service & Sales support:

o Assist customers with purchasing NetSuite Training offerings by creating estimates and sales orders

o Manage the operational requirements from estimate to revenue recognition for all training orders

o Register students, create Training Events, and send confirmations to ensure training history and correspondence is tracked on the customer record in NS Corp

o Manage e-mail queues and respond to all customer and sales and delivery inquiries from website, calls, or e-mails

o Track registrations, payment and logistics for special events (i.e. SuiteWorld, Roadshows, etc.)

o Manage content and customer access via our Learning Management System

· Class Management:

o Monitor all classes to support any operational requirements and respond within 1 hour for any day of training requests

o Generate rosters and create demo accounts for all students in Project Team Training events

o Generate and distribute Welcome Emails for all students in Project Team Training events

o Work with suppliers to order, track and ensure that materials and other expenses are received in time for all class events

o Schedule global classroom bookings and coordinate all catering orders when required

o Support end-to-end processes for multimedia conferences (primarily via WebEx or similar training technology, from registration to technical facilitation and all support tasks for the events)

o Complete post class deliverables including roster reconciliation, attendance marking and certificate distribution

for attendees in public, dedicated class events, and CPE events

o Support webinar and new feature training sessions and transcript management

o Support the Scheduling Alias for Pre-Class inquiries

· Pipeline/Schedule Management

o Support customer outreach function to ensure seats are used prior to expiration

o Participate in schedule planning to maximize class fill rates and instructor utilization

o Publish new course schedules, descriptions, CPE requirements, and other course collateral on the NetSuite website and vendor sites

· Revenue and Reporting Support:

o Ensure all class events and revenue jobs have been closed out by month end deadlines

o Partner with the Education Services Management Team on month end reporting and weekly forecasting

o Reporting-Support daily and weekly reports for forecasting, revenue recognition and customer transcripts

Qualifications:

·  Bachelor's degree with a minimum of 5-7 years of related work experience; or 8 years of Customer Service, Sales Operations, Business Operations, or Training Operations experience
·  Demonstrated experience with MS Office (Excel, Word, PowerPoint) and CRM/ ERP tools a must
·  Outstanding verbal and written communication skills
·  Ability to work with all levels within the organization (including peers through to Senior leaders)
·  Must be flexible and willing to adjust work schedule to meet the demands of the business
·  Ability to meet deadlines and complete work under limited supervision
·  Notable attention to detail
·  Strong problem-solving skills

Competencies

o Enjoys working in an action-oriented and energetic environment

o Proven experience working with customers and commitment to servicing their needs with timely excellence

o Leverages customer interactions for process improvements

o Tackles problems and take independent action, seeks out new responsibilities, acts on opportunities, generates new ideas, practices self-development