Training Engagement Coordinator/Customer Success Advisor

Training Engagement Coordinator/Customer Success Advisor

This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2-3 days per week from an HPE office.

Job Description:

Training Engagement Coordinator Description (80%)

• Support of internal and external dedicated/private training deliveries according to documented processes

• First point of contact for Customers, Business Developers, and Resource Managers

• Project Management

• Quote internal and external dedicated/private training opportunities

• Statement of Work management

• Order Acceptance management

• Class logistics management

• Course Material Order management

• Roster management

• Exam Management  

• Learning Management System; bulk registration and cost & method of payment management, preferably Litmos Learning Management experience

• Support the instructor staff logistics

• Interface with the Education Registration Desk

• Resolve customer issues

Customer Success Advisor Description (20%)

• Partner with key customer stakeholders and Account Support Managers to understand the training and education needs of our customers and ensure the customers’ training plans are executed in a timely manner

• Reduce Education Learning Credits breakage through training consumption

• Communicate training product expiration dates to key accounts

• Onboard new training customers, providing an overview of HPE Education offerings, training credits, and digital learner

• Guide customers through curriculum planning, course selection and scheduling process

• Be a consultant to customers and partners and develop training plans for the customer to use their purchased Education Learning Credits

• Usher Customers through the execution of their Training Plan

• Maintain updated knowledge of HPE Education products and services including portfolio curriculum

• Support the NA HPE Education Business Developers

• Interface with HPE Solutions Operations (SO) and the Customer Registration Center (CRC)

• Collaborate with HPE Distributors and Partners to better serve our customers

• Facilitate and mitigate requests and/or challenges the customer may encounter

• Resolve customer issues and prevent future issues by improving Education Learning Credit processes and communications

• Lead Operational improvement and process development efforts to support this role and our customers

• Upsell additional Education Learning Credits and HPE Education products and services

Education and Experience Required:

• Ideally, 3+ years’ experience in training, education logistical support experience, Proactive Customer Care, and/or Customer Service

• First level university degree or equivalent work experience

Knowledge and Skills:

• Exceptional Project Management skills.

• Ability to speak and read fluently in English.

• Excellent written and verbal communication skills.

• Great Presentation skills.

• Ability to create a positive customer experience and rapport.

• Ability to work with little direct supervision.

• Adaptability and effectiveness at solving problems and issues.

• Process-driven with the ability to examine, adjust, and implement process changes based on customer and HPE-driven needs.

• Strong business and escalation judgment.

• Good understanding of the basics of business. 

• Solid understanding of the corporate training and education business.

• Detail oriented and advanced organizational skills.

• Ability to understand basic IT technology as it applies to customer operations to determine the optimal training to recommend.

• Intermediate to advanced MS Office skills; skilled at using Outlook, experience with learning management systems beneficial.

Accountability, Accountability, Action Planning, Active Learning (Inactive), Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity, Personal Initiative {+ 7 more}

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Diversity, Inclusion & Belonging

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.

Job:

Services

Job Level:

Specialist

Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.