Customer Success Trainer at Birdeye in Gurugram - Apply now!

Customer SuccessFull-time

description

Why Birdeye?

Once upon a time, local businesses could attract customers through advertising and word of mouth. But today consumers choose businesses based on online reputation and digital experiences. The modern marketer must deliver exceptional experiences that create repeat customers, and they need a platform that can do this at scale. Local businesses often struggle to overcome the complexity and inefficiencies that come from using multiple applications to manage and optimize their marketing and customer experience operations. They often find that their use of fragmented point solutions keeps them from achieving true customer insights - and from acting upon them in real time.

This is the challenge that Birdeye solves with its all-in-one reputation and customer experience platform. More than 90,000 local businesses and brands use Birdeye to be found online through local listings and reviews; engage with consumers through webchat, text, and social media messaging; collect digital payments; and gain insights to improve customer experience with survey, ticketing and benchmarking tools.

Founded in 2012 and headquartered in Palo Alto, Birdeye is led by a team of industry experts and innovators from Google, Amazon, Salesforce, and Yahoo and in 2021, our CEO and Co-founder was named 2021 EY Entrepreneur of the Year. Birdeye is backed by the who’s who of Silicon Valley - Salesforce founder Marc Benioff, Yahoo co-founder Jerry Yang, Trinity Ventures, and World Innovation Lab - and recently closed a $60 million Series C funding round led by Accel-KKR, a leading technology-focused investment firm. Learn more at birdeye.com.

What You'll Do

Birdeye is looking for a world-class member to join our Customer Success Enablement Team. The CS Trainer & eLearning Developer's primary focus will be to take over training aspects across of all CS Enablement. This will include new hires from Customer Success, Technical Support, and on-going trainings to uplevel the current team of world-class Customer Success Birds. You will also help to develop our training plans and create learning materials, like surveys, decks, elearning lessons and videos.

If you love sharing your knowledge and helping others to improve and expand their knowledge, we want to hear from you.

Work Timings - 6:30 PM to 3:30 AM IST (US work timings)

Responsibilities

-Work with Customer Success and Product teams to analyze and prioritize product training video requirements.

-Design the ideal learning path by micro-video topics, with the end result and customer experience in mind.

-Develop a library of tutorial videos that cover the end-to-end customer experience (account set up, deploy, optimize, grow).

-Evaluate the quality of learning, optimizing and maintaining content with the LMS and/or video sharing site(s).

-Secondarily, conduct individual training sessions to internal audiences.

-Support and mentor new employees as it relates to product training.

requirements

  • 3-5 years of related experience in curriculum assessment, internal and external training, and eLearning development.
  • Good understanding of various teaching methodologies and tools.
  • Embodies strong organizational skills, detail-oriented, and able to anticipate the needs of both Customers and Customer Success.
  • Team focused, results and data-driven.
  • Strong acumen and experience working with Product, Engineering, Support, and Customer Success teams.
  • Strong communication and interpersonal skills.
  • Demonstrated experience, knowledge, and expertise training SaaS/Enterprise Software.
  • Extreme curiosity, critical-thinker, and problem-solver.
  • Proficient in MS Office especially PowerPoint, video editing, and e-learning software.

Why You'll Join Us

At Birdeye, we seek to innovate and to be the #1 product in our category, which means we continually raise the bar to deliver meaningful results for ourselves and our customers. Our quality is world-class. We deliver what we commit and roll up our sleeves and get work done.

Working at Birdeye means being part of a tight-knit community that helps you succeed and celebrates your wins! We find strength in diversity and inclusion, actively seek different points of view, and ask everyone to be their authentic self at all times.

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