Implementation & Training Representative

Implementation & Training Representative
This role is pivotal in ensuring RMS clients achieve success with our software through high-quality training and onboarding. The Implementation & Training Representative will focus on two key objectives:
Guiding new and existing clients through RMS Cloud’s features and functionality so they gain confidence and proficiency using the product. Acting as a key liaison between clients, customer success teams, and product/development teams to keep training current and client feedback flowing into the product.

The ideal candidate will be passionate about client success, skilled in adapting technical training to different skill levels, and motivated by helping clients become confident, independent users of the platform. Success in this role will be measured by client satisfaction, effective onboarding outcomes, and clear knowledge transfer.

KEY RESPONSIBILITIES:
Training Delivery

• Conduct comprehensive training sessions for both new and existing clients on RMS Cloud’s reservation system software, covering all functionalities and best practices.
• Customize training approaches to accommodate the unique needs and technical skill levels of various clients.
• Provide training through both on-site visits and remote platforms such as webinars and video conferencing as needed.

Client Support and Onboarding Assistance

• Support clients during the onboarding phase, addressing any questions or challenges to facilitate a smooth transition.
• Collaborate closely with customer success teams to ensure client expectations are met and proactively resolve any issues.

Performance Evaluation and Reporting

• Track training completion and monitor client progress, providing detailed reports to management regarding client readiness and areas for improvement.
• Collect feedback from clients to enhance training strategies and update materials for continued improvement.

Collaboration with Product and Development Teams

• Maintain communication with product and development teams to stay informed of software updates and new features, ensuring training materials remain current.
• Share client feedback and common inquiries with internal teams to contribute to product enhancement and feature development.

KEY BEHAVIOURS:

• Communication: Clearly and effectively explain complex concepts to clients of varying technical proficiency levels. Patience and Adaptability: Exhibit patience in answering questions and adaptability to adjust training pace and content for clients of diverse technical backgrounds.
• Customer-Focused: Demonstrate commitment to client success by ensuring they feel confident and comfortable using the software.
• Problem-Solving: Proactively identify and resolve client issues or concerns with the software.
• Collaborative: Work seamlessly with other teams, including product development, customer support, and sales.

SUCCESS CRITERIA:

• Client Satisfaction: High satisfaction scores and positive feedback from clients regarding training and the overall onboarding experience. 
• Effective Client Onboarding: Clients are able to operate RMS Cloud independently and effectively post-training. Knowledge Transfer: Clients show an accurate understanding of the software’s core functions and demonstrate confidence in their use.

SKILLS & EXPERIENCE:

• Experience with Client Support or Implementation: Background in client-facing roles, such as customer support or account management, with experience in onboarding or training clients.
• Internal Product Knowledge: Deep understanding of RMS Cloud with hands-on experience in its key features and functionalities.
• Communication Skills: Excellent verbal and written communication skills, capable of presenting and explaining technical information clearly.