Onboarding and Training Manager

5 months ago

Halifax, Canada QRA Corp Full time

**Company Introduction**

We are looking for an Onboarding and Training Manager to help us work closely with our clients onboarding users and creating content for our QVscribe.

Our customers span the Medical Device, Automotive, Oil & Energy, and Aerospace industries. They build complex and complicated systems that are almost always a blend of software and hardware.

**Who you are**

You have a passion for customer service, including owning and managing end-user relationships from sale through successful implementation. The Onboarding and Training Manager is known for their excellent customer service skills, along with being able to provide exceptional training to our clients.

**The Problem Solver**

A big part of your job will be solving problems. You must enjoy the problem at least as much as the solution. You will often be working with Sales and Product to understand the problem as well as evaluate solutions. You will identify and report issues that impact the end-user experience. Help troubleshoot and solve end-user challenges as they transition from Sales to Customer Success. You will also be a problem solver when it comes to our clients, as you will be helping the end-user define their needs and manage their timeline towards seeing the value in QVscribe. You will be expected to contribute your ideas, and to often demo your work - to your teammates, to management, and to the company.

**The Customer Service Superstar**

You will be responsible for building strong relationships with our end users through deep problem understanding and timely resolutions. Ensure customer satisfaction is achieved by collaborating and coordinating support for the customer. Onboard and guide new users or clients to achieve their first success with our software.

**The Pragmatist**

As a growing company, it is important to solve problems quickly because a new set of problems is (always) just around the corner. You have the ability to define and monitor usage and data insights to provide additional guidance and follow-up when risk is present. You understand that most of product and engineering involves trade-offs. Deciding on these trade-offs is not easy. You understand that never compromising is just as bad as always compromising.

**The Resourceful Leader**

You have a solid understanding and are highly proficient in helping build and enhance internal processes as we expand the onboarding program and improve efficiency. You have a strong background in using data, trends, and customer feedback to develop playbooks, assets, and self-service resources to support customer onboarding experience, drive QVscribe adoption toward outcomes, and improve users' workflows. You will be able define and monitor data insights to provide additional guidance and follow-up when risk is present. Develop a deep understanding of customer's business and operational objectives.

**Sales and Support Wizard**

You have an ability to up sale our product during training and onboarding sessions. Establish a strong relationship with new customer stakeholders and deepen relationships with existing customer stakeholders.

**Requirements**:
**What you will do**

You will create repeatable processes, resources, and frameworks to use with onboarding end-users. Foster internal collaboration with Sales, Support, Marketing, Product, and Engineering to provide the end-user with a continuous connected experience focused on providing delight, satisfaction, and value.

**Shape the Product**: Create initiatives that help to drive successful product adoption.

**Content Development**: Author user-based content for the company website, blogs, and client portal.

**What you know**

At least 2+ years' experience in customer service and training.

Strong project management and workflow management skills

Ability to manage change management.

Understanding and experience software implementation

Experience with end user training and customer onboarding.

Demonstrated ability of content development.

Nice to have - Adult education teaching certification.

**Benefits**

**(Work) Life of a QRexian**

We are a young and growing tech startup. Our team is located primarily in Halifax, Canada, but we have teammates throughout Canada, in South America, in India, and in the Philippines. We are an eclectic bunch and we value diversity of lifestyle, of activities, of background, and of modes of thinking. We are an empowered team and we treat people as adults. We do not micromanage. We offer a full suite of benefits, and an open vacation policy; we make sure people get the time off they need, when they need it, and for whatever reason they need it. The First Friday of every month we gather at a local (to Halifax) craft brewery to enjoy each other's company, and to refresh our palate with beverages and pizza. We hold several company wide social events throughout the year with the highlight being our annual St. QRex Day celebration - A QRA specific summer holiday that is becoming the

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