CallMiner

About CallMiner

CallMiner empowers organizations of any size to extract and act on intelligence from customer interactions and feedback, including live and recorded calls, chat, email, social platforms and surveys, for improving customer experience, sales, marketing, compliance, and agent and customer engagement center performance. Highlighted by multiple customer achievement awards, including eight Speech Technology implementation awards in the past six years, CallMiner was recently named a leader in the industry analyst report Forrester New Wave: AI-Fueled Speech Analytics Solutions, Q2 2018. At CallMiner, we hire great people and challenge them every day. CallMiner team members are passionate about delivering innovative technology solutions and industry leading customer success. Core to our culture is the power of feedback which we leverage to improve our own organization every day in every way. To hear more about what it's like to work at CallMiner, watch our video at Careers.CallMiner.com. Summary: The qualified candidate will be responsible for conducting end-user training for our clients, partners, and internal personnel on the Analyze, Coach, and Alert software applications. Experience delivering application-specific training is a must-have. CallMiner Analyze is the leading cloud-based conversational analytics solution for improving agent performance across all contact channels (voice, social, email, chat), by automating Performance Management. Coach helps automate the call center agent performance management process by providing direct performance feedback to contact center managers, supervisors, and agents. Alert is a real-time call center quality assurance solution that monitors in progress calls for presence or absence of specific language or acoustic characteristics. The Education Specialist will help educate and support new and existing clients in the use of our products, as well as collaborate with the assigned Customer Success Director and Sales Director to ensure a successful training experience. Implementations for new customers will take place on-site at locations throughout North America as well as in our Fort Myers Office location. Other training offerings will take place in a variety of formats, including via remote sessions and through E-Learning curriculums. Primary Responsibilities: Conduct end-user training for people in a variety of high and low profile roles at client and partner sites. Interact with internal personnel, clients, account managers, and project leaders to identify needs, customize curriculum, and deliver training programs. Assist with support issues and producing/updating/maintaining training materials, as needed, including E-Learning training curriculum. Assist other team members with preparation and support on existing accounts, as needed; work to continue developing our methods, materials, and approach. Ability to organize and manage own work, projects, priorities, deadlines and follow up on assignments with minimal direction. Communicate effectively in person, via the telephone, and in writing with customers, prospects, co-workers, superiors, partners, and others. Up to 50% travel required. Required Skills & Qualifications: Bachelor's degree Minimum 2 years in training role, supporting a software product Strong oral and written business communication skills Experience delivering support in different types of venues: in-person classes, remote presentations, e-learning curriculum, etc. Experience with PowerPoint, Word, Camtasia, Articulate, and LMS experience desired. Experience with creation and administration of E-Learning environments and curriculums. Ability to deal with users of varying computer literacy; ability to "go with the flow" when plans and schedules shift Strong presentation skills Ability to multi-task across multiple projects and priorities Excellent organizational and writing skills; can handle multiple projects at once Aptitude for dealing with users of many skill levels and personalities English & Spanish speaking preferred Experience with languages, analytics software, or contact centers is highly desired.

Synonyms

Technologies (from Job Ads)

Hiring Locations

Headquarters

Loading map...

Company Info

Company Type: Private

Company Size: 51 - 250

Job Ad Metrics

Job Ads found: 99

Job Ads per Month: 3.4

Hiring Locations: 5

Data Info