Customer Success Learning and Development Specialist

Prefered skills

Presentation Software, Customer Success, Operations, Learning, Skill Development, E-Learning Development, Learning Management Systems

Job description

Company: Tagmarshal
Position: Customer Success Learning and Development Specialist
Commencement: Immediate effect
Contract: Full-time
Work hours: 8:30 AM- 5:00 PM
Location: Cape Town, South Africa
Remuneration: Commensurate with qualifications and experience

Role summary:

The Customer Success L&D Specialist will report to the Group Customer Success Manager. The successful individual will design learning in conjunction with the design team as well as design internal and external learning pathways and material for successful onboarding of staff and clients.

On an organisational level, your role is about understanding the organisation strategy and its future capability needs to identify learning priorities across the organisation. On an individual level, its about creating learning environments where employees can continuously develop to be their best.

You will ensure that ongoing learning is planned for clients as well as all levels of staff and the correct processes are in place and being followed by the wider team. This will require an understanding of quality assurance processes and coaching for new team members - and when new processes are trained in the organisation - to ensure compliance and effective change Management.

Tagmarshal is changing the world of Golf Operations through data and has developed leading traction in the USA, Europe, Canada, the UK, the UAE, Africa and the Asia-Pacific region. Our new team member is accountable, keen to learn, adheres to high quality standards and executes on results and plans within their team.

WHY WORK WITH TAGMARSHAL?

Opportunity to work with a dynamic, innovative, globally operating, growth-stage tech company offering exciting opportunities and challenges.

RESPONSIBILITIES:
L&D GENERAL
Consult and collaborate with subject matter experts, apply instructional design theories
and methods, and utilise multimedia tools to enhance the learning process
Work with subject matter experts and/or department heads to identify the trainee's
training needs
Conduct training needs analysis and skills gap assessments
Create engaging learning activities and compelling course content
Understand and apply adult learning methodologies
Understand and apply assessment methodologies to achieve learning outcomes
Perform assessments of learners as required
Engage with external facilitators to arrange training and development workshops
Drive a culture of continuous professional development
Drive a coaching culture in the organisation
Continuously monitor and evaluate the efficacy of learning resources and knowledge
transfer to team members

EXTERNAL CURRICULUM DEVELOPMENT
Evaluate existing client-facing training and make recommendations for revisions and
enhancements
Re-design layout and format of learning in Learning Management system to achieve
learning outcomes and drive completion rates
Design and develop external client curriculum based on organisational and strategic
outcomes as well as outcomes agreed upon with Customer Success and Executive team
- to include seasonal requirements, onboarding of new clients, feature releases etc.
Design and develop instructional materials e.g. online learning content, learner guides or
manuals, process documents, online learning webinars, workshops for external clients

INTERNAL CURRICULUM DEVELOPMENT
Evaluate existing company training and make recommendations for revisions and
enhancements
Design blended learning for internal onboarding curriculum based on current new hire
onboarding requirements and in collaboration with key stakeholders including HR
Design blended learning curriculum for team-specific, skills-based training e.g. sales,
technical training, customer support etc.
Design and develop instructional materials e.g. online learning content, learner guides or
manuals, process documents, online learning webinars, workshops for staff
Design blended learning to teach golf course flow, terminology and understanding the
golf operation for non-golfers

REQUIREMENTS:
Experience with the ADDIE model for creating effective learning/training deliverables
Experience in creating training and skill gap analysis
Experience using Bloom's Taxonomy to develop appropriate learning outcomes
Ability to work with course creation software and various learning enhancement tools
and applications
Proficient in Google Suite, additional presentation software and LMS and CMS
administration
Experience with educational video production, development, and editing preferred
Train the Trainer (TTT) experience preferred
Ability to work collaboratively and effectively with multidisciplinary internal teams
including graphic designers, subject matter experts, and leadership
Ability to effectively manage multiple projects at the same time, prioritise tasks, identify
and mitigate risks, and meet tight deadlines while still maintaining high-quality work
Basic familiarity with evolving learning/training strategies such as blended learning,
microlearning, and training on-demand
Strong verbal and written communication skills

RELEVANT EDUCATION AND EXPERIENCE:
Minimum two years experience in an Instructional Design, eLearning Development, or
Corporate Training role
Proven experience in learning and development is required
Knowledge of golf (preferred)
Experience working with remote team (advantageous)