About the role:

The EdTech Solutions and Training Specialist role is the first point of contact and is responsible for providing onboarding support, platform technical support, and creating sustainable growth for OpenLearning partners.

As a EdTech Solutions and Training Specialist you will collaborate with cross-functional teams, troubleshoot platform issues, and contribute to the ongoing improvement of the solutions, supporting new institutional partners through their onboarding and support their growth.

Accountabilities:

• Customer Success and Product Knowledge:
  • Develop and nurture strong, long-term relationships with clients.
  • Serve as the primary point of contact and advocate for clients within the company.
  • Offer responsive customer support during the onboarding phase to address questions and challenges promptly.
  • Collaborate with the Customer Success team to facilitate a seamless transition post-onboarding.
  • Gain in-depth knowledge of the company's product or service offerings.
  • Provide expert guidance to clients on maximising the product's value to meet their business goals.
  • Assist in Marketplace course listing and course review.
  • Ensure smooth technical setup and integration support in collaboration with the technical team.
• Customer Onboarding and Training:
  • Oversee the onboarding process for new clients to ensure a smooth and positive experience.
  • Conduct onboarding sessions and provide educational resources.
  • Support EdTech Expert in conducting training and provide educational resources.
• Proactive Communication:
  • Initiate client check-ins to assess satisfaction, gather feedback, and address concerns when necessary.
  • Keep clients informed about product updates, enhancements, and industry trends when necessary.
• Collaboration and Feedback:
  • Collaborate with cross-functional teams, including sales, marketing, and product development, to ensure a cohesive customer experience.
  • Gather and relay customer feedback to the product development team for continuous improvement.
  • Provide insights into common customer challenges and opportunities for product enhancement.
  • Relay customer feedback to the product team for continuous improvement.
• Event Support & representation
  • Represent the company at industry events, client workshops, roadshows, and training programs.
  • Support the Sales Team in delivering product demos and consultative presentations to potential and existing clients.
• Documentation and Resources:

• Create onboarding documentation, guides, and tutorials to assist clients in their learning process.
• Ensure that onboarding resources are clear, concise, and easily accessible.

Job Requirement:

• Bachelor's degree in a relevant field or equivalent experience.
• Relevant experience in onboarding, training, customer support, SaaS, EdTech roles
• Excellent communication and presentation skills.
• Ability to adapt to new technologies quickly.
• Strong organisational and project management skills.
• Customer-focused mindset and goal-oriented and results-driven.
• Analytical mindset with the ability to use data to drive decision-making and improve customer success initiatives.
• Familiarity with customer relationship management (CRM), support tools, LMS platforms, or digital learning environments.
• Prior experience in Sales support is preferred.

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