Senior Customer Trainer

Worker Sub-Type:

Regular

 Job Description: 

Location: Any metropolitan area within the U.S. (International airport within 50 miles)

Company

BlackBerry AtHoc, is the pioneer and recognized leader in networked crisis communication, protecting millions of people and thousands of organizations around the world. AtHoc provides a seamless and reliable exchange of critical information among organizations, their people, and devices. A trusted partner to the world’s most demanding customers, AtHoc is the leading provider to the U.S. Departments of Defense and Homeland Security, and safeguards numerous other government agencies and leading commercial enterprises. Headquartered in Irving Texas, the company operates around the globe. For more information about Blackberry AtHoc, please visit www.athoc.com.

Position

As part of Blackberry AtHoc Customer Advocacy and Training team, the candidate will travel to customer locations for on-site training as well as conduct online training from their home office in order to ensure customers are successful in using Blackberry AtHoc products and solutions. As a Customer Advocate and Trainer, the candidate holds the most important role as the ‘face of the company’ with our customer base and is integral to the success of our product.  Customer Advocates and Trainers are the operational experts of the Blackberry AtHoc software and as such, train customers, partners, and internal personnel on all facets and capabilities of the software.

The candidate must be a highly motivated self-starter, comfortable working independently in commercial, federal, and military environments to provide instruction, guidance, mentorship, and coaching for operators and administrators using our software.  

The ideal candidate is someone with classroom training experience that can successfully share Blackberry AtHoc software knowledge and best practices with diverse groups and individuals using all forms of knowledge transfer: visual, auditory, kinesthetic, and reading.  Additionally, the Customer Advocate and Trainer will be considered a thought leader, with an extensive knowledge of Blackberry AtHoc solutions, emergency management, and complementary and competitive technologies.  

A Customer Advocate and Trainer must effectively transfer knowledge using various materials and techniques ranging from comprehensive training manuals, computer-based training, hands-on workshops, and presentations.  When not leading training events, the Customer Advocate and Trainer will continue to hone their Blackberry AtHoc expertise while collaborating with internal groups to evolve the product and training deliverables.  Strong organizational skills are desired as the work is performed with little supervision.

Responsibilities

• Plan and deliver Blackberry AtHoc software training in a classroom environment at various hours and days 
• Plan and deliver Blackberry AtHoc training in  online environments at various hours and days
• Participate or lead ongoing curriculum development
• Recommend training program enhancements and modify existing training materials as needed to ensure highest standards to all learners
• Conduct train-the-trainer courses for customers, Blackberry AtHoc employees, and partners
• Mentor students for ongoing usage of Blackberry AtHoc products
• Configure and modify Blackberry AtHoc system to optimize customers’ usage
• Lead or assist in creation of videos, reference documents and/or job aids
• Assist customers in developing processes supporting system usage
• Lead customer engagements covering their initial implementation and training plan
• Draft training reports and maintain internal coordination regarding customer status
• Explain integrated mass notification and emergency management system concepts to operators, senior leaders, and technical teams
• Be a strong product advocate and provide clearly articulated feedback to the Support and Development teams, correct problems, and identify feature enhancements from the customer base
   

Requirements

• Must possess excellent customer facing and communications skills
• Must have experience teaching or instructing adults
• Bachelor’s degree or equivalent experience in formal training, adult learning, and/or consulting
• 5+ years of technical training and coursework development with a proven track record of success
• Experience with emergency management operations, Emergency Operations Centers or certification in FEMA ICS-100, ICS-200 and IS-700. 
  • https://training.fe