Salesforce.com, Inc Trainer / Curriculum Developer, Global Customer Success Center in Burlington, Massachusetts

Job CategoryCustomer Success Group

Job Details

As Trainer / Curriculum Developer on our Global Success Centers team, you will develop and deliver instructor led training for our support teams including Salesforce certification programs, case management and other soft skill trainings. Delivery will be performed either in classroom or virtually. You can also expect 50% of your time to be spent developing eLearning content.

As a member of the team, you will proactively develop your own understanding of the skills and processes required to be a success agent or engineer. You will also collaborate with subject matter experts and the management team to build powerful learning solutions that combine solid design, rapid development, and creative delivery. You will measure the performance afterwards for impact of content and close the loop on any feedback received to improve on it. You will also partner with Service and Practice leads, Community Leads and other enablement partners to plan for releases, develop learning paths, and monitor compliance for readiness to go live per capacity forecasted.

What we are looking for:

You are a strong facilitator and writer who has delivered technical as well as non-technical subjects in the past. You have experience curating content to create scalable learning solutions. You quickly learn new products and technologies with minimal direction. You have proven expertise in identifying the right style and level of content for diverse audiences and have a track record of developing compelling and comprehensive activities. You have proven experience working with and leading conversations with multiple stakeholders in tight timelines, recommending solutions to scale and delivering to business needs. A good multi-tasker that can not only develop content but also manage a learning program executing to a vision and strategy outlined. A strong project manager able to manage tasks and projects rolling simultaneously with no slippage in time and quality. CRM and Cloud solution experience is a plus.

Objectives

  • Deliver effective, well-managed and well-facilitated training for support teams primarily (but not limited to) for Commerce Cloud. In addition, the instructor will also ensure completion of case management and other soft skill trainings. The delivery of trainings will be performed either in classroom or virtually.

  • Accountable for ensuring onboarding of new hires are completed on time and agents are productive and successful post go live.

  • Effectiveness of trainings delivered to be measured through productivity and customer satisfaction scores for agents

  • Drive ongoing improvements to trainings by collecting, analyzing, and summarizing data and trends

  • Collaborate with subject matter experts and the management team to build appropriate materials

  • Work collaboratively to provide customer perspective on product and process requirements development (relating to product roadmap & customer experience)

  • Sustain strong and trusted relationships with business partners

  • Keep abreast to understand the complexity of the technology being developed and the user groups impacted. Apply this information to identify the best means of instructional design and training delivery model (in person, virtual, etc.)

Minimum Requirements:

  • Excellent delivery, presentation, facilitation and classroom manager skills

  • More than 3 years of content development and delivery experience

  • Ability to assess customer handling skills and delivering targeted trainings to address need

  • Proactive commitment to customer satisfaction and personal excellence

  • Excellent written and verbal communication skills. English required (Business communication level, TOEIC 700 + ).

  • Commerce Cloud application experience required; Salesforce CRM experience a plus

  • Ability to work effectively with a geographically dispersed team

  • Exhibit enthusiasm, positive professional attitude, integrity and reliability

Preferred Requirements:

  • Experience with the Salesforce platform

  • Rapid Development eLearning tools (Articulate Studio, Articulate Storyline, Captivate, Camtasia).

  • Customer Relationship Management (CRM) industry, with particular expertise in Service organizations.

  • Agile (SCRUM) development methodology.

  • Solid understanding of Internet technologies, browser technologies and On Demand business models.

About Salesforce

Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. The company was founded on three disruptive ideas: a new technology model in cloud computing, a pay-as-you-go business model, and a new integrated corporate philanthropy model. These founding principles have taken our company to great heights, including being named one of Forbes’s “World’s Most Innovative Company” five years in a row and one of Fortune’s “100 Best Companies to Work For” eight years in a row. We are the fastest growing of the top 10 enterprise software companies, and this level of growth equals incredible opportunities to grow a career at Salesforce. Together, with our whole Ohana (Hawaiian for "family") made up of our employees, customers, partners and communities, we are working to improve the state of the world.

Posting Statement

Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.

Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. We are the fastest growing of the top 10 enterprise software companies, the World's Most Innovative Company according to Forbes, and one of Fortune's 100 Best Companies to Work For six years running. The growth, innovation, and Aloha spirit of Salesforce are driven by our incredible employees who thrive on delivering success for our customers while also finding time to give back through our 1/1/1 model, which leverages 1% of our time, equity, and product to improve communities around the world. Salesforce is a team sport, and we play to win. Join us!