Sr. Instructor

The Instructor position is part of the Clarabridge University team and plays a critical role in ensuring that our customers are able to use Clarabridge software and strategic CEM best practices effectively and efficiently on an ongoing basis. To be successful in our Global Professional Services organization, all team members will have cross-functional responsibility across Clarabridge to work with other teams and contribute to our company maturity and product.

 

What You’ll Do:

  • Develop and deliver onsite and virtual training programs for customers, as well as internal employees and partners in the use of Clarabridge applications and strategic CEM best practices
  • Maintain, edit, and customize deliverables specific to assigned training courses, including lesson plans, learner guides, instructor guides, and self-paced learning materials
  • Develop customer training programs, and content for certifications
  • Contribute to training strategies and development of tactics and tools
  • Provide training input into development of proposals and statements of work
  • Conduct needs assessments, formulate project plans, analyze and identify methodologies to improve existing training offerings and materials as necessary
  • Evaluate training effectiveness through evaluations, multiple client feedback channels and post-training product utilization metrics
  • Continue training-related efforts in support of future software version releases
  • Share and integrate strategic CEM best practices and solution capabilities with customers, consultants, product management and sales
  • Develop additional education content for customers to share with their internal teams (short videos, more stakeholder-focused content, etc.)
  • Expand employee enablement for both onboarding and ongoing education
  • Where possible, evaluate customer health and make recommendations to the Consultants leading their engagements
  • Juggle multiple customer requests and projects simultaneously

 

About You:

  • Bachelor’s degree required in related field
  • 5+ years’ related experience in delivery of enterprise software training both in-person and virtual
  • Ability to work in a matrixed environment is critical
  • Excellent interpersonal and presentation skills (training superstar)
  • Exceptional written and verbal skills, demonstrated ability to deliver technical information to non-technical audiences and effectively develop materials that are appropriate to the audience and evangelize key concepts and best practices
  • A strong focus on customer satisfaction and the ability to represent Clarabridge in a professional and positive manner
  • Experience with learning theories, and effective instructional and delivery strategies
  • Experience with publishing and authoring tools, html editors, and limited programming a plus
  • Experience with developing software training programs a plus
  • An understanding of Clarabridge and CEM industry a plus
  • Ability to collaborate with teams across the organization while also being able to work independently and as a self-starter
  • Must be able to work a varying shift occasionally depending on training demand
  • Analytics consulting experience preferred
  • Willingness to travel up to 40%

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