Customer Success Manager and Senior Trainer in Midvale, UT at Radian Group Inc

Date Posted: 6/24/2020

Job Snapshot

Job Description

The Customer Success Manager and Senior Trainer is responsible for actively managing customer success, adoption and training for Homegenius. Primary objective is to be the customer advocate; to promote a positive customer experience and foster relationships and support brand loyalty.

Primary Duties and Responsibilities

  • Manage the customer support team and process, responding to customer issues and feedback.  Collect issues and learning from customers and coordinate responses and follow-up. 
  • Engage with the customer to ensure the software stays relevant, collecting feedback and use cases to guide product road-map and marketing initiatives. 
  • Identify at risk customers; work closely with marketing and sales to engage customers and build adoption.
  • Develop an SaaS platform training and development strategy, vision and action plan to deliver dynamic learning programs and support through various delivery methods and platforms.
  • The education program should ensure customers are getting the needed training and support to maximize satisfaction, engagement and loyalty to the platform.
  • Serve as subject matter expert of the platform's features and functionality. 
  • Develop professional training presentations  live interactive classroom and web-based training, self-guided training modules and reference guides for customers.
  • Develop metrics and KPIs on platform usage, adoption, issue reporting and resolution.


Job Specifications

Knowledge:

  • 5+ years of technical training / instructional design / training specialist
  • 5+ years experience working in the residential real estate industry
  • 3 - 5 years experience in customer service or customer success
  • Strong Knowledge of current training development tools and techniques
  • Expert experience with Microsoft tools, WebEx and e-learning software
  • Expert knowledge of project management principles and training best practices


Skills and Abilities:

  • Passion for technology and for being a part of a new SaaS offering
  • Knowledge of real estate transactions and the real estate market
  • Ability to create structure in ambiguous situations and design effective processes
  • Ability to absorb and retain information quickly, specifically complex technical information
  • Excellent writing proficiency and creativity in graphic design and presentations
  • Knowledge of adult learning principles, delivery methodology and assorted training technology tools
  • Strong leadership and organizational skills
  • Strong facilitation and collaboration skills
  • Promote process improvement and be an advocate for change


People Management:

  • Ability to manage a small team of individuals responsible for supporting customer success and training.


Prior Work Experience

  • Technical:   5 - 8 years
  • Supervisory:   3 - 5 years


Education and Credentials

  • Required:    Bachelor’s Degree,  Concentration in Business, Education, Communications or Marketing

At this time, Radian is unable to sponsor applicants who require work visas.

EEO Statement

Radian complies with all applicable federal, state, and local laws prohibiting discrimination in employment.  All qualified applicants will receive consideration for employment without regard to gender, age, race, color, religious creed, marital status, sexual orientation, national origin, ethnicity, ancestry, citizenship, genetic information, disability, protected veteran status or any other characteristic protected by applicable federal, state, or local law.

If you are a person with a disability and need assistance in the application process please send an e-mail message to recruitment@radian.biz.