Customer Success – Technology Trainer

The role of Customer Success – Technology Trainer will support the team in the delivery of training for our customers, in particular covering more technical aspects of Microsoft 365, including Copilot for M365 as well as covering Power Platform, including Copilot Studio.

The role will be developmental and will include administrative duties, building relationships with the sales teams as well as being a Customer Success Manager.

The main responsibilities are:

• In line with the Customer Success team objectives and to support the ‘Customer Success – Technology Lead’, the Customer Success – Technology Trainer will:
• Be responsible for delivering in-person and remote training and support on Microsoft Cloud applications to customers across our core sectors (Education, Healthcare, Charities & Housing, Public Sector, Defence and Corporate).
• Work with customers and the Customer Success – Technology Lead to support with digital and business transformation
• Create content for customer videos and infographics
• Support the Customer Success – Technology Lead in maintaining existing and create new training and support materials to ensure they are accurate, up-to-date, and reflective of current and future offerings.
• Support the Customer Success – Technology Lead with the monthly customer adoption subscription service
• Balance priorities, managing workloads and administration for varying customer projects.
• Evaluate responses to delivered training programmes in order to make recommendations for improvements.
• To build knowledge on tenancy policies to be able to advise customer their impact on usage and training.
• To proactively research new technology features, updates, and new products, ensuring training follows industry best practice, is relevant and up to date.
• Contribute to both the Customer Success Team target and Cloud Solutions target through collaboration with Phoenix Sales Teams and Account Managers.
• Be responsible for liaising with account managers and setting up customer scoping meetings to explore opportunities and understand their requirements, in particular on more technical aspects of M365.
• To develop and maintain training materials for Power Platform.
• Develop and plan proposal documents and support scoping calls based on customer requirements
• Support objectives as defined in the company’s information security policy
• Support the Bids Team with tender responses, specifically in relation to Customer
• Success training, change management and support offerings.
• Perform your tasks in support of data and information security

Competencies:

• Collaboration: Demonstrates active listening and an understanding of others’ perspectives.
• Trust and Integrity: Communicates truthfully and openly. Provides accurate and reliable information. Fulfils commitments and deadlines. Respects confidential and sensitive information. Makes decisions based on ethical principles and values.
• Kind and respectful: Respects and embraces individual differences. Demonstrates the ability to understand and share others’ feelings and perspectives. Treats others with kindness, compassion, and sensitivity.
• Passionate about customers and employees: Focusses on customer and colleagues needs. Goes above and beyond to provide a good service to customers and colleagues. Actively seeks opportunities to connect and engage with others.
• Have fun and get the job done: Maintains a positive attitude with an optimistic outlook.
• Brings energy and enthusiasm to the workplace. Can manage and prioritise tasks. Works well with others and actively participates in team efforts.
• Product Knowledge: Comprehensive understanding of the products or services being sold. Ability to articulate features, benefits, and value propositions to potential customers. Keeps up to date with industry trends and competitors’ offerings.
• Communication skills: Excellent verbal and written communication skills. Actively listens and asks relevant questions. Demonstrates persuasive and effective presentation skills.
• Relationship building: Can build and maintain strong relationships with customers and partners, particularly Microsoft. Establishes trust and credibility. Demonstrates networking and developing a robust professional network.
• Prospecting & lead generation: Identifies potential customers and target markets
• Conducts research to gather leads and qualify prospects. Develops strategies to generate new business opportunities.
• Time management: Prioritises tasks and manages time effectively. Meets deadlines and balances multiple sales activities. Organises and maintains a structured sales pipeline.
• Adaptability & resilience: Adapts to changing market conditions and customer needs.
• Embraces new technologies.
• Problem solving: Analyses customer needs and provides tailored solutions. Identifies and addresses customer pain points. Resolves issues and finds creative solutions to meet customer requirements.

Qualifications:

• Certification in Microsoft Fundamentals level or above

We provide all employees with the skills needed to do their job by offering personal development plans and encourage applications from anyone who thinks they can bring what is required to the role. So, even if you don’t meet every point detailed in the criteria above, we encourage you to still apply – simply explain how your current skills and experience are relevant in your application.