What are the responsibilities and job description for the Enterprise Trainer position at Global Relay?
Job Description
Job Description
Who we are :
For over 20 years, Global Relay has set the standard in enterprise information archiving with industry-leading cloud archiving, surveillance, eDiscovery, and analytics solutions. We securely capture and preserve the communications data of the world's most highly regulated firms, giving them greater visibility and control over their information and ensuring compliance with stringent regulations.
Though we offer competitive compensation and benefits and all the other perks one would expect from an established company, we are not your typical technology company. Global Relay is a career-building company. A place for big ideas. New challenges. Groundbreaking innovation. It's a place where you can genuinely make an impact – and be recognized for it.
We believe great businesses thrive on diversity, inclusion, and the contributions of all employees. To that end, we recruit candidates from different backgrounds and foster a work environment that encourages employees to collaborate and learn from each other, completely free of barriers.
We encourage you to apply if your qualifications and experience are a good fit for any of our openings.
Your role :
As part of the Enterprise Onboarding Team, the Enterprise Trainers work in collaboration with the Onboarding Team and customer stakeholders to provide training, educate customers on best practices, and drive implementation progress. Enterprise Trainers are trusted client advisors helping to guide the configuration of the customer's workflows, deliver tailored training and provide on-going customer service and industry expertise on Global Relay's Product suite. This team is available 24x7 for working with customers globally.
The primary function of the Enterprise Trainer is to provide exceptional training to ensure the success of the customer's implementation. Steady state Enterprise customers requiring additional training requests will continue to work with the Enterprise Trainers. Working collaboratively as part of the Enterprise Onboarding Team the Enterprise Trainers will assist in the mentoring of internal resources, and championing Training's requirements throughout the development cycle of Product releases.
Your job :
- Provide world class training and ongoing education on Global Relay services and resolving customer enquiries.
- Build strong relationships with Customers, Partners, and other Global Relay Teams.
- Ensure client project deadlines are met in an efficient and professional manner.
- Manage relationships with key customers by ensuring any training requests, hierarchy or workflow designs or issues raised are communicated internally and addressed in a timely manner.
- Ensure overall project objectives or case requirements and target dates are clearly understood, prioritized, and communicated to all teams.
- Contribute to regular status meetings with the customer to ensure that all outstanding Support topics are discussed, updated, and recorded in meeting minutes for customer and internal circulation.
- Maintain a consistent and accurate monitoring and reporting program in JIRA and Salesforce on all interactions, tickets and cases performed for Enterprise accounts for both customer and internal review
- Aid in customizing both external training curriculum and help develop internal training plans.
- Continuously review frequently asked questions to customize training curriculum and material to meet each Enterprise customer's unique needs
- Contribute to Stakeholder sessions and Sprint demos to track product and service improvements and ensure all team members are suitably prepared for training Enterprise customers on these improvements.
- Ensure all processes are documented on the Wiki in accordance with corporate quality standards.
- Manage quality control and information integrity for the team.
- Assist the team with complex problem solving in technical and / or service-related areas.
- Monitor and evaluate use and effectiveness of existing tools, software, scripts and processes.
- Provide regular updates on developments / progress with Enterprise account issues to all pertinent stakeholders.
- Provide ongoing recommendations for the improvement of processes, tools, or systems related to the management of major accounts.
- Ensure product updates are cascaded into the team's knowledge base and to client facing documentation.
About you :
Working conditions :
Enterprise Training Coverage is needed 24x7 leveraging a follow the sun model. Trainers are required to work professional work days. Weekend and off hours availability for scheduled activities, urgent customer implementation requests, and ad hoc escalations is required.
Compensation :
Global Relay advertises the pay range for this role in compliance with applicable pay transparency laws. Individual pay rates are determined by evaluating factors such as expertise, skills, education, and professional background.
The range below reflects the expected annual base salary, which is only one element of our comprehensive total rewards package designed to reflect our company pay philosophy, culture and values. We aim to foster an inspiring work environment and support employees' work-life rhythms. We provide a comprehensive health benefits program, including extended health coverage, short-term and long-term disability insurance, and a health spending account. Employees receive annual allotted vacation days, which increase based on tenure. Other benefits include paid sick days, maternity / parental leave enhanced program, commuter benefits, corporate bonuses, and a 401(k) retirement plan with company contribution matching.
For employees based at our New York office, we provide additional perks and amenities to enhance your work experience including a subsidized meal program, courtesy of our in-house culinary team!
New York - Base Salary Range :
70,000—$95,000 USD
What you can expect :
At Global Relay, there's no ceiling to what you can achieve. It's the land of opportunity for the energetic, the intelligent, the driven. You'll receive the mentoring, coaching, and support you need to reach your career goals. You'll be part of a culture that breeds creativity and rewards perseverance and hard work. And you'll be working alongside smart, talented individuals from diverse backgrounds, with complementary knowledge and skills.
Global Relay is an equal-opportunity employer committed to diversity, equity, and inclusion.
We seek to ensure reasonable adjustments, accommodations, and personal time are tailored to meet the unique needs of every individual.
We understand flexible work arrangements are important, and we encourage that in our work culture. Whether it's flexibility around work hours, workstyle, or lifestyle, we want to ensure our employees have a healthy work / life balance. We support and value a hybrid work model that blends collaboration with the team in the office and focus time from the comfort of your home.
To learn more about our business, culture, and community involvement, visit www.globalrelay.com.
Salary : $70,000 - $95,000
