What are the responsibilities and job description for the Training and Communications Specialist, Customer Success position at Axon?
Your Impact:
Axon’s Training and Communications Specialist is vital to the overall Customer Experience. This individual will develop and maintain the knowledge base for the Customer Success organization and will manage the communication strategy within the Customer Success team. From the onboarding experience to the sustainability of all internal processes, the Training and Communications Specialist will ultimately drive efficiency and training efforts that allow the Customer Success team to be as effective and efficient as possible.
- Developing a new-hire training program within the Customer Success organization from the ground up
- Driving team-wide Customer Success communication campaigns both internally and externally
- Maintaining an ever-evolving Playbook for all Customer Success functions
- Working closely with Operational leaders to align Customer Success processes
Your Day-to-Day:
- Become the subject matter expert for all Customers Success functions
- Maintain a strong working knowledge across all of Axon’s hardware and software product lines
- Generate walkthroughs (by video in some cases) to accurately outline complicated procedures for review by the team internally
- Frequently check in on current process across the team to ensure the current method is optimal
- Consistently provide recommendations for product and process improvements
- Coordinate team-wide events and related itinerary
- Schedule meetings with Product leaders to reinforce product “refresher” and new release trainings on behalf of the entire team
Basic Qualifications:
- Bachelor's degree
- 3+ years’ experience in teaching and coaching peers
- 2+ years’ outlining, coordinating, and maintaining process playbooks
- Self-motivated, team-oriented, responsible, and focused on exceeding expectations
- Exceptional organizational, presentation, and communication skills, both verbal and written
- Demonstrated ability to deal with change and excel in high-stress situations
Preferred Qualifications:
- Project Management experience
Compensation and Benefits:
- Competitive salary and 401K with employer match
- Discretionary paid time off
- Robust parental leave policy
- An award-winning office/working environment
- Ride along with police officers to see them use our technology and get inspired
- And more...
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