Profession : Services
Job Name :
Customer Education Specialist
Job Purpose :
Provide end-customer personnel at all job roles with professional training sessions on NICE Products, in various locations and formats
Focus on the business value that the customer gains from the products and solutions
Work closely with other project roles, such as Project Manager and Consultant to ensure delivery that is consistent with project needs
and Deliverables :
Obtain, maintain, and update expert knowledge of NICE solutions, from high level business value to low level specific functionality
Deliver training sessions in class, on site and via web to groups of customer personnel, according to NICE formal agendas and training materials
Tailor and customize training courses for customers per specific business needs or project requirements
Engage in additional responsibilities such as post-training support, assistance in development of materials, customer meetings, internal meetings, etc.
Comply with administrative procedures such as documenting activity and learner records in CRM, filling out wrap-up reports and ensuring proper course evaluation procedures as required
Qualifications / Education :
Expert knowledge of NICE products
Excellent presentation skills
At least 2 years of experience in training delivery in a similar field
Experience in relevant industry (Contact Center, Trading Floor, 911 Dispatch, etc.) per product line
Minimum 3 plus years knowledgeand experience with NIM application or other interaction management system.
Minimum 3 plus years experiencein contact center environment, including supervisory roles, coaching, reporting
Ability to communicate with allorganizational levels from executives to administrative personnel.
Computer experience includingapplications such as Microsoft Excel, PowerPoint and Word.
Ability to be self-managed.
Customer service skills.
Ability to clearly articulatemessages, verbal and written communications
Training or teaching backgroundpreferred.
College degree or equivalentrequired.
Training curriculum developmenta plus.