vCom Solutions, Inc.

Software Adoption Specialist

US-CA-San Ramon
Job ID
2017-1079
Category
Customer Service/Support
Type
Regular Full-Time

Overview

The Software Adoption Specialist (SAS) is responsible for developing and maintaining vCom Solutions’ corporate vManager training program.  The SAS helps determine training objectives; facilitates training with customer contacts; coordinates training with SMEs; schedules training classes; and oversees the vManager Certification Program and monthly webinar series.  The SAS is focused on training customers to recognize the value of the software and demonstrate how it can serve as a critical business tool in managing their technology environment.

 

Customer Adoption, Education and Utilization of the vManager Software Platform

 

What You'll Do:

  • Collaborates with vCom Solutions’ SMEs to define training course content and identify examination and certification requirements
  • Oversees vManager certification program, which includes both customers and vCom team members
  • Teaches vManager software products and features to employees
  • Establishes and implements standardized training, testing and certification programs
  • Works with Account Teams as part of the on-boarding process to ensure all contacts are trained on vManager, with an emphasis on ensuring the training is customized to their role and needs
  • Develops student evaluation criteria and materials; administers the examination processes
  • Facilitates monthly webinars, with a focus on identifying training opportunities and / or under-utilized portions of vManager
  • Monitors overall customer utilization of the software and tracks logins / adoption in relation to efforts
  • Records vManager training videos for library and works closely with IT to ensure all videos and associated content in vCom University section of vManager is current
  • Maintains inventory of training materials in anticipation of future training requirements
  • Participates in cross-functional teams with SMEs and Product Specialists to review and ensure accuracy of documentation
  • Works with IT to drive customer enhancements, keeping a strategic eye out for opportunities to improve the platform; retains a focus on usability and customer feedback
  • Performs and coordinates special projects as assigned by the VP of Customer Experience and IT department related to vManager training and adoption
  • Demonstrates commitment to vCom’s core values by leading, acting and behaving in a manner consistent with these values

 

What You'll Bring:

 

Essential Skills and Experience

  • Ability to go beyond a ‘script’ to get a firm understanding of customer needs
  • Must be a self-starter and must be resourceful
  • Excellent verbal and exceptional written communication skills, with ability to communicate complex technology concepts and application
  • Excellent management and organizational skills
  • Willingness to be flexible in order to meet deadlines and complete projects as assigned
  • Able to successfully interact with customers and understand the needs of each unique organization
  • Able to maintain professional poise and comfort leading discussions with decision makers, end-users and IT professionals

 Desired Skills and Experience:

  • BA / BS in related field desired
  • 2 + years in a training role, with 3 + years in telecommunications or related SaaS experience required
  • Industry certification preferred (e.g. ASTD)
  • Carrier experience preferred

 


 

vCom is the solution for Technology Lifecycle Management, a top 5 challenge facing all mid to large sized organizations. Our combination of technology and professional services help organizations rollout new technology, control costs and provide total clarity for every penny spent during the lifetime of the relationship. 

 

Benefits

 

vCom Solutions offers comprehensive salaries, health, vision, dental and 401k/Roth matching for all team members.

 

We continuously look to surpass competitors in our commitment to our team members with:

  • peer-to-peer recognition awards
  • 9 paid holidays
  • access to an unlimited vCom technical learning university
  • $2500 employee referral bonus
  • abundant professional development and growth opportunities
  • 8 free PTO hours for a volunteer cause of your choice
  • quarterly team-building activities
  • kitchens stocked with food and beverages
  • catered lunches, happy hours, Halloween costume contests, poker tourneys and a plethora of other fun and rewarding perks!

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