Training Development Specialist
- Toledo, OH
We are a national healthcare advisory firm that works with hospitals and physician groups to develop customized solutions that have impact on your bottom line. Our advisors have the experience and creativity to find the right solution for you and your market. We have sat on both sides of the table for more than three decades – and we know that every situation has unique characteristics. Hospitals and physician practices are both struggling to do more with less. Our clients trust our understanding of the business of healthcare and find our advice leads to real financial and operational impact. Job Responsibilities:
Delivers voice, data, and video product training to customer administrators and end users as the training subject matter expert.
Implements the Business plan in their region for supporting new Product Launch and Life-cycle customer training needs.
Manages delivery of the customer training curriculum, including fee-based training, within their Market area.
Customizes webinar and on-site customer training tactics to meet requirements for targeted customers and strategic accounts.
Leverages multi-customer webinars and training events to maximize training reach.
Designs, develops, leads, and implements regional customer education events attended by 30+ clients.
Leads, develops, and facilitates initiatives to provide a professional customer briefing / product education center environment within at least one regional headquarters facility in their area.
Initiates, develops, and leads unique regional customer education email broadcast campaigns leveraging National Program support tools and messaging.
Maintains and reports against Market specific CT/E performance metrics measuring the overall effectiveness of CT/E product launch activities and lifecycle initiatives/programs (i.e., churn reduction, ticket reduction, revenue and adoption rates, etc).
Delivers Customer Education tactics for new and existing products to reduce customer ticket and controllable churn ratios.
Implements National Program customer education tactics for increasing customer understanding of how solutions can help their business in such areas as Business Continuity, Mobility, Customer Service, Cost Reduction, and other value-added applications.
Delivers National Program customer webinars on voice administration training, voice user training, and customer application modules.
Consolidates regional guidance and input for National CT/E Program enhancements and serves as the primary conduit with the Market for positioning National Program tools and communications with the right Market teams.
Ensures consistency of CT/E delivery quality levels and customer experience across their market.
Supports Sales Channel reps on a post-sales basis on product application questions as the customer training SME.
Supports CB objective of increasing Speed to Market by participating in CT/E Solution Team projects designed to create new National customer deliverables used by all Markets.
Collaborates with other departments in their Market to ensure CT/E Program effectiveness.
Supports proactive customer education email broadcast campaigns initiated by National Program leadership via coordination efforts with local Market teams.
Refines CT/E best practices in their region and shares them with CT/E Market peers and National Program leadership to expand their impact.
Relevant training or equivalent experience in education, or instructional design and delivery a plus.
1 - 3+ years of actual platform training experience with products, services, or software solutions.
Demonstrated ability to train business accounts via on-site and webinar delivery.
Demonstrated ability to develop and deliver effective presentations for diverse audiences.
Demonstrated ability to design, develop, lead, and implement customer education / briefing events attended by 30+ clients.
With the rapid changes in healthcare, there are no cookie-cutter solutions that work. Our experienced advisors start by observing and listening to you and your unique circumstances in order to hand-craft a solution that is right for you.
We believe in showing our clients the most valuable part of our work – the thinking behind our recommendations – rather than hiding behind a black box. We’ll walk you through the thought process that led to our plan of action, so you know the Why and not just the How of what we are advising.