Keka HR
Location
Hyderabad | India
Job description
Product Trainer (Customer Success)
As a leader owning Knowledge Management @ Keka , you will play a pivotal role in driving customer enablement to help accelerate product adoption and deliver Customer delight. In addition, you will also be responsible for driving our CS team's competency management to ensure the best level of product knowledge and competency that allows them to provide the right solutions to customer needs/queries. You will lead the design, content creation implementation, and evaluation of knowledge enablement programs, ensuring alignment with business objectives and the ever-evolving landscape of HR technology. Key Responsibilities: Learning Strategy: Define, develop, and execute a comprehensive product learning program that delivers the objective of faster customer adoption of Keka products. Evaluate, define, develop, and execute a competency development program for all Keka CS teams for them to deliver the best experience to customers when providing solutions, resolving queries, and/or troubleshooting. Stay ahead of emerging trends in HR technology and incorporate relevant advancements into the learning strategy internally and externally. Program Design and Delivery: Design and implement scalable, effective, and engaging learning programs for internal teams and clients. Utilize various modalities, including e-learning, workshops, webinars, and other innovative approaches, to cater to diverse learning styles. Content Development: Collaborate with subject matter experts to create high-quality training content, ensuring it addresses the needs of both internal staff and external clients. Leverage multimedia and interactive elements to enhance the effectiveness of training materials. Learning Enablement: Support client/team/partner onboarding by developing training programs that empower them to maximize the utilization of our HR Tech SAAS products & provide ongoing support and resources to ensure clients are well-versed in utilizing the full potential of our solutions. Performance Metrics: Establish key performance indicators (KPIs) to measure the effectiveness of learning programs. Analyze data and feedback to continuously refine and improve training initiatives. Collaboration: Work closely with cross-functional teams, including product development, customer success, and sales, to ensure seamless integration of learning initiatives with overall business objectives. Collaborate with external training partners and vendors as needed. Compliance and Quality Assurance: Ensure that all learning programs comply with relevant industry regulations and standards. Implement quality assurance processes to maintain the highest standards in training delivery. Learning Culture Advocacy: Foster a culture of continuous learning within the organization, promoting self-directed learning and knowledge sharing. Act as a champion for professional development opportunities for all employees. You are a desired candidate if you have: Proven experience in a leadership role within Learning and Development, preferably in the context of HR Tech SAAS. Strong understanding of HR technology trends and the ability to translate them into effective learning solutions. Exceptional program design and delivery skills, with a focus on adult learning principles. Experience in e-learning platforms, content development tools, and multimedia elements. Demonstrated success in client enablement and training for SAAS products. Analytical mindset with the ability to measure the impact of learning programs. Excellent collaboration and communication skills, with the ability to work across diverse teams. Familiarity with compliance requirements related to training programs. A passion for cultivating a learning culture and driving employee engagement.Job tags
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