Cogito is advancing the way people communicate by applying machine learning to enhance conversations in real-time. This is your chance to be a part of a trailblazing organization that is making a real difference using the latest cloud technologies for building highly scalable products. Cogito performs in-call voice analysis and delivers real-time guidance to agents and unprecedented insights to managers to an impressive portfolio of Fortune 500 clients.
Cogito is searching for a Senior Client Training Specialist to join our Client Services team. In this role, you’ll ensure thousands of contact center professionals are successfully on-boarded on Cogito’s software and ensure that it is fully adopted throughout their organization.
You’ll do this by creating a change management and enablement solution for each user group. In addition, you will be tasked with creating compelling content, leading in-person and remote training sessions, as well as offering best practices for software adoption.
Daily, you will have the opportunity to help chart the roadmap to success for your clients, across their journey with Cogito. You will work closely with the Client Services team, including our Program Managers, Product Owners, and Customer Success Managers to design e-learning modules, create adoption initiatives & deploy innovative engagement and change management techniques.
Those who thrive in this role are entrepreneurial, hands-on, and driven by the success of our clients. This person could be located anywhere in the US as we have adopted a remote work culture.
Responsibilities
- Master the Cogito software and maintain a deep understanding of client use cases, plan, and implement programs to improve client usage & end-user experience.
- Develop relationships with key members of our clients’ teams to learn more about their best practices.
- Develops and maintains engaging instructor-led and eLearning materials (using Articulate Storyline) and facilitates courses, supporting new product features, and new tools, as well as for ad hoc refresher needs.
- Collaborates with all stakeholders and subject matter experts and builds consensus to complete all training requirements.
- Prioritizes and plans work activities with timelines; defines the scope of work, business requirements, and key deliverables.
Must have
- A strong background in the creation and facilitation of training and instructional design using Articulate Storyline.Ability to thrive within self-directed, fast-paced, entrepreneurial work environments.
- Organizational and project management skills to effectively multi-task across clients.
- Adaptability to the ever-changing technology landscape.
- Excellent problem-solving and critical-thinking skills.
- Superior communication skills; speaks clearly and persuasively in positive or negative situations; probes and actively listens for clarification; responds well to questions.
Additional Desired Qualifications:
- Demonstrated abilities in administering a Learning Management System such as Cornerstone.
- Familiarity with technology including G-Suite, MS Office, learning management systems, and eLearning authoring tools.
- Experience working in and/or with large complex contact centersBachelor’s degree with 4+ years of experience in a Contact Center as a trainer. A proven track record of consistently meeting and exceeding goals and working to balance complex and varying client needs
- Ability to travel to client sites as-needed
Equal Opportunity Employer
Cogito is a proud equal-opportunity employer. We are committed to fair hiring practices and to creating a welcoming environment for all team members. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, familial status or veteran status.
Cogito’s base salary range is determined through an analysis of similar positions in the external labor market. Base pay is just one component of Cogito’s total compensation package for employees and at times we hire outside the boundaries of the salary range. Other rewards may include annual bonuses, commissions, long-term incentives (equity), generous benefits (including a 401(k) company match on your contributions), etc. Actual compensation for all roles will be based on geographic location, work experience, education, licensure requirements, and/or skill level and will be finalized at the time of offer. The hourly rate for this role is $48-$53.
Authorization to Work
Applicants for employment in the US must be authorized to work in the US.
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