Onboarding and Engagement Manager

Posted on: 10/09/2020

Salary: £30,000 - £40,000 (we're open to a range of experience)

Start date: ASAP

Close date: N/A

As an Onboarding and Engagement manager, you will be responsible for transitioning customers from their existing systems onto the RailSmart platform as efficiently as possible. Your remit will also include continued interactions to ensure customers remain engaged with our products and brand.

During the onboarding process, you will provide training on all aspects of the RailSmart platform, in addition to providing advice and guidance as to how customers can get the most out of the RailSmart platform and use it to its full potential as a business processes improvement tool.


What 3Squared Do

3Squared is an award-winning Sheffield based software company that works across the rail industry. Its flagship RailSmart suite of software applications continue to positively disrupt the rail sector as more and more passenger, and freight operating companies, and rail industry suppliers,  use the software to improve operational efficiency, reduce incidents and better manage business risk.

The company has grown from 3 people and an idea in 2002 to a 55 strong, multidisciplinary team of talented people delivering Queen’s Award-winning digital solutions for an ever-growing list of transportation customers in the UK and abroad.

We have stayed true to our roots and are still independently owned and operate from our office in the steel city of Sheffield.


What you tell your friends you do

This is a new role for 3Squared. I work with companies of all sizes, ensuring that they successfully move away from their existing systems onto the RailSmart platform providing training, support and system configuration.

What you’ll be doing

  • Working alongside the client and 3Squared sales team to fully understand the business requirements
  • Working with the client to fully understand their training needs, produce a training plan and where required the training material
  • Creating self-help learning material in digital formats such as an eLearning package or as paper-based training material
  • Liaising with the internal project delivery team to produce onboarding plans that encompass time scales and deliverables
  • Managing and communicating progress against plan and manage the client expectations
  • Running multiple onboarding projects at once
  • Demonstrating, setup and train customers on the RailSmart platform either by training the trainer approach or classroom-based direct to the workforce
  • Training internal employees on the RailSmart platform
  • Conducting regular training refreshers for customers
  • Contributing towards the curation and Management of the RailSmart eLearning content via the RailSmart Virtual Academy learning management system
  • Once the client has been successfully onboarded, produce a keep in touch (KIT) plan in collaboration with the client and execute that plan as a means to identify any further training or support needs ensuring the customer is using our software to its full t potential
  • Identifying and implementing improvement opportunities in the onboarding process
  • Liaising with the Sales, Support and Development Teams to identify opportunities for the continuous improvement of our software
  • Developing productive working relationships with key client stakeholders in the ongoing development, deployment and delivery of learning and development activities

 

How you’ll be doing this

  • By mastering the insides and outs of the RailSmart platform, genuinely learning and understanding our software to be able to write, present, produce training content and deliver training to our clients
  • Working collaboratively with the project delivery team and other teams within 3Squared to successfully onboard clients in line with the committed plan
  • Running training courses on client sites & via video conferencing software to a variety of audience sizes and abilities
  • Ensuring all training material and user manuals are kept up to date and reflect the current features and capabilities of our platform
  • Providing admin support to users as required
  • Utilising customer feedback to aid coaching & training schedules
  • Maintaining training records
  • Overseeing records, data and systems for security and compliance against regulations such as GDPR


Skills & Requirements (some training can be provided)

  • Minimum of 2 years in a training capacity and customer-facing experience
  • Experience in the technology industry
  • A passion for delivering excellent customer service
  • Self-motivated with a positive and customer focussed work ethic
  • Flexible & excited by the opportunity of national travel
  • Ability to motivate and inspire others
  • Practical communication skills and a high standard of literacy
  • Self-motivated, task-focused and calm under pressure
  • Experience in creating blended learning programmes, including multimedia, online and face to face learning materials and assets
  • IT literate and familiarity with Articulate storyline and other articulate 360 applications or other related equivalents
  • Proficient in the deployment and management of enterprise Learning Management Systems within medium to large scale organisation(s)

We are particularly keen to hear from applicants with the following:

  • Proficiency in the execution and personal delivery of significant (Enterprise-wide) training programmes within a technology or railway context
  • CIPD qualified in relevant learning and development capacity

 

 

 

 

 

 

 

 

 

 

 

To apply, please email hr@3squared.com