The Training Specialist will be responsible for facilitating technical and soft skills training for several of our Customer Experience teams, including Customer Success, Implementation, and Project Management. This role requires an individual skilled in a variety of adult learning methodologies to effectively engage diverse audiences and ensure retention and application of knowledge. The Training Specialist will deliver training on software platforms such as Salesforce and ServiceCloud, as well as essential behavioral and interpersonal skills needed to enhance customer experience and team effectiveness.
What your impact will look like here
- Training Facilitation:
- Deliver engaging and impactful training sessions to Customer Experience teams on both technical (software) and soft skills.
- Utilize diverse facilitation techniques suited for adult learners, including lecturing, role-playing, problem-solving, group activities, flipped classroom models, simulations, coaching, and consensus-building.
- Adapt facilitation methods to suit various learning styles, ensuring comprehension and retention for all participants.
- Technical Training:
- Conduct training sessions focused on software tools such as Salesforce, ServiceCloud, and other platforms relevant to Customer Experience roles.
- Ensure participants are proficient in using tools and systems by providing hands-on exercises, real-world scenarios, and troubleshooting guidance.
- Soft/Behavioral Skills Training:
- Facilitate training on essential soft skills such as communication, cross-cultural communication, influence, relationship building, interpersonal effectiveness, customer orientation, and adaptability.
- Employ simulation-based and role-playing exercises to help participants apply soft skills in practical, real-world situations.
- Foster discussions and activities to build consensus, enhance analytical thinking, and improve adaptability and execution in customer-facing scenarios.
- Learning Environment Management:
- Create a positive, inclusive, and engaging learning environment where participants feel encouraged to ask questions, participate actively, and practice new skills.
- Establish ground rules and manage group dynamics to ensure productive interactions and respectful exchanges.
- Continuous Improvement:
- Gather feedback from training sessions to assess effectiveness and identify areas for improvement.
- Work with the L&D team to refine training materials and delivery methods based on participant feedback and learning outcomes.
- Stay current on adult learning theories and facilitation techniques to continuously improve training effectiveness and learner engagement.
- Administrative Duties:
- Maintain accurate training records, including attendance, assessments, and feedback forms.
- Prepare and update training materials and resources as needed.
- Report training metrics and insights to the Learning & Development team and Customer Experience leadership.
You will love this job if you have
- Who You Are:
- You are a highly skilled trainer with a deep understanding of adult learning principles and a passion for helping people grow and succeed. You have experience delivering both technical and soft skills training, using a wide range of facilitation techniques to reach diverse learners effectively. You are organized, adaptable, and excel at managing group dynamics to create a positive and productive learning environment. Your knowledge of software platforms, paired with your ability to coach and engage, will equip our Customer Experience teams with the skills they need to thrive.
- Experience: 2-3 years in training facilitation, ideally with experience in both technical (software-focused) and soft skills training.
- Facilitation Skills: Proficient in a variety of adult learning methodologies, including lecturing, role-playing, problem-solving, flipped classrooms, simulations, coaching, and group activities.
- Technical Proficiency: Comfortable delivering training on software tools, specifically Salesforce, ServiceCloud, and other Customer Experience platforms.
- Soft Skills: Strong interpersonal and communication skills, with the ability to facilitate training in areas like cross-cultural communication, influence, relationship building, customer orientation, analytical thinking, and adaptability.
- Organized & Detail-Oriented: Able to manage training schedules, track participation, and keep accurate records of learning outcomes and participant feedback.
Don’t have all the skills/experience mentioned above? At Granicus, we are trying to build diverse, inclusive teams. We do not have degree requirements for most of our roles. If you don’t meet every requirement above but are excited to learn more, we encourage you to apply. We might just be able to find another role that could be a perfect fit!
Security and Privacy Requirements- Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.- Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies.
The Team- We are a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand.
The Culture- At Granicus, we are building a transparent, inclusive, and safe space for everyone who wants to bea part of our journey.- A few culture highlights include – Employee Resource Groups to encourage diverse voices- Coffee with Mark sessions – Our employees get to interact with our CEO on very important andsometimes difficult issues ranging from mental health to work-life balance and current affairs. - Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.-=- - We bring in special guests from time to time to discuss issues that impact our employeepopulation
The Impact- We are proud to serve dynamic organizations around the globe that use our digital solutions to make the world a better place — quite literally. We have so many powerful success stories that illustrate how our solutions are impacting the world. See more of our impact here.
Granicus is committed to providing equal employment opportunities. All qualified applicants and employees will be considered for employment and advancement without regard to race, color, religion, creed, national origin, ancestry, sex, gender, gender identity, gender expression, physical or mental disability, age, genetic information, sexual or affectional orientation, marital status, status regarding public assistance, familial status, military or veteran status or any other status protected by applicable law.
Costa Rica
