Trainer, Client Experience - Bilingual

Montreal, Quebec, Canada Customer Service Full-time
We’re currently looking for a CX Trainer to join the team.

As a CX Trainer, you’ll be training our CX team on how to ensure the Cision clients continue to see and gain maximum value in our products/solutions. This job is responsible to assess the training and learning needs of the Client Experience (CX) department and design, develop, implement and evaluate training solutions and resources to support the company’s strategy to achieve long-term client loyalty through client satisfaction and increased service usage. 

Key Accountabilities

  • Develop training materials, resources and activities (for example, registration and logistics) in accordance with adult learning principles to support CX to educate and train clients on products and workflows.
  • Examine current CX processes to identify and implement new opportunities for enhancement, improve expediency, enhance overall client satisfaction.
  • Acts as a subject matter expert (SME) on cross functional teams to understand latest product enhancements and features and disseminates information within the department.
  • Lead and facilitate weekly CX training sessions to address knowledge gaps, skills development, and share product developments.
  • Collaborate with Product to relay relevant feedback to further drive engagement and usage and participates in Sprint calls to determine adoption tactics.
  • Assist in Sales Onboarding around the CX Functions.
  • Design, facilitate, and lead new hire orientation for CX.
  • Manage customer-facing knowledge bases.
  • Partner with Product, Product Marketing Team to develop client-facing resources and collateral based on industry best practices to enhance clients’ overall media monitoring experience. 

Qualifications

  • Fluency in English & French, written and oral is a requirement.
  • Minimum of 5 years of experience in client support or account management, sales training design, development and delivery is required.
  • Strong presentation skills and an ability to understand, and clarify technical concepts in non-technical language.
  • Working knowledge of B2B sales experience and utilizing a Customer Relationship Management software. Familiarity with concepts and methodology of a full sales cycle is an asset.
  • Certified Training and Development Professional Certification (CTDP) is preferred.
  • Working knowledge of Adult Learning principles for both live/virtual facilitation as well as experience creating e-learning courses is preferred.
  • In-depth design, development and facilitation skills with proven ability to modify approaches and techniques to accommodate adult learning principles and differing learning styles.
  • Working knowledge of BrainShark or similar LMS programs, Captivate or similar e-learning creation programs.
  • Bachelor’s degree (or equivalent) in Communications, Business, Training or a related field.