IT Trainer

IT Trainer

Type : Contract | Location : Carmel, Indiana

Essential Duties and Responsibilities :

A professional client-facing position, the Implementer is responsible for a range of implementation activities designed to achieve a high level of client service and satisfaction with implementation of CobbleStone's software products. This position requires a high level of business software, independent judgment and decision making throughout the implementation process. The position is primarily responsible for system setup, system administration, configuration, requirement gathering, and all aspects of the CobbleStone suite of applications. The position will also be required to provide post-live support to the implemented clients. The candidate will learn CobbleStone Software on the job.

• Pro-active contribution to the Implementation Team.
• Successfully leads client's implementation and training.
• Provides proactive implementation plan tracking.
• Schedule dates in advance with clients for training and implementation related activities.
• Contributes to the goals of achieving on-time 'go-lives' and customer references.
• Facilitates each client to go live and meeting the implementation and training objectives of the contract.
• Handle several implementation projects at any given time.
• Lead all aspects of a client's implementation assigned.
• Gather business requirements as necessary and apply detailed working knowledge of CobbleStone products and features to support the client's business.
• Conduct training courses for each client in all aspects of CobbleStone's products to be fully prepared on the go-live date.
• Act as a resource to assist CobbleStone in Product Development and / or Testing processes to ensure integrity of future releases of software.
• Check-in with clients.
• Create, maintain and schedule client implementations.
• Track tasks accomplished, time spent and milestones completed using internal CobbleStone tools.
• Assist with identification of risks, and with development of mitigation or avoidance plans.
• Assist clients with post-live support questions when needed.
• Assist with training / coaching of less experienced staff members.
• Assist with keeping documentation up to date.
• Utilize and maintain the CRM & helpdesk tracking software for support requests.
• Learn & Utilize appropriate software and hardware developed and supported by CobbleStone.
• Assist with other duties as required to achieve company's mission.
• Client Support : Provide technical assistance and support (Tier 1) for client queries, issues and requests.
• Respond to queries via phone, email and ticketing system.
• Develop help sheets and knowledge base articles.
• Internal Support : Support implementation staff with client implementations and configurations.
• Provide technical assistance and support (Tier 1) for internal queries, issues and requests.
• Assist with onboarding of new clients and internal users.
• Understand and adhere to company, team and department's policies and procedures.
• Understand and work toward meeting the company's mission and corporate goals, such as but not limited to : assist or perform duties related to customer acquisition, customer satisfaction, customer retention, risk mitigation, and / or cost savings.
• Understand your job duties and metrics; perform annual trainings as requested by the company.
• Professionally manage duties, be on-time, detail tasks management, client feedback and suggestions.
• In-depth understanding of CobbleStone products and features as required by your specific role.
• Respond to internal and external related inquiries or requests and provide assistance to other staff members as required.
• Schedule calls, meetings, tasks, planning events, implementation, training, maintain the team's agenda.
• Work with CobbleStone team members, where necessary, to recommend solutions that support the company mission and goals.
• Take direction from management, directors, superiors, and others and provide advice in a professional manner.
• Track and report on metrics.
• Professional communication and team interaction.
• When asked : assist and / or lead the mentoring of other staff.
• Perform general office duties inclusive of answering phones, emails, meetings, and other related job duties.
• Retain strict confidentiality obligations of company policies and those of its clients; inclusive of not participating in or responding to surveys / questions or posting company / client / vendor / employee or non-public information on social media sites or other public sources.
• Maintain compliance with PTO and time-off policies, security policies, and comply with applicable laws, regulations, and client contract obligations; strive to schedule all time-off in advance and coordinated with manager and Human Resources.
• Be reliable, professional, and maintain a high level of customer satisfaction.
• Assist with meeting Companies goal of client revenue growth, client retention, profitability goals.
• May require travel, may require extended periods at a computer and other physical activities.
• Adhere to company policies and procedures.
• Assist with other duties assigned as required to achieve company's mission.

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