Job Description

Role Summary:
To set up and support clients onto our strategic CLMS platform (Docebo).

Major Responsibilities / Accountabilities:
To move existing LMS clients onto the strategic Compliance LMS platform (Docebo). Uses expertise in system configuration & administration, customer relations and LMS product knowledge to transition clients onto the new platform seamlessly ensuring customer satisfaction is maintained.


Key Relationships:
" Client Transition Specialists and GTM Teams to clarify client queries and ensure CLMS is set up effectively for a great customer experience
" Operations Support Team to ensure that processes and ways of working are aligned and workload is balanced

Technical /Professional Skills & Competencies:

Essential Skills & Experience Required:

" Track Record of success in System configuration/System Administration role
" Troubleshooting and issue resolution
" Analysis of customer requirements & solutions focus
" Professional, customer centric focus required
" Proven track record and experience of working in a customer focused role with successful outcomes
" Good communication and presentation skills, especially via telephone
" Strong attention to detail and excellent organisational skills and ability to multi-task
" Ability to work independently and as part of a team in a fast-paced, challenging & changing environment
" Ability to work with and influence multiple stakeholders
" Ability to adapt to change
" A continuous improvement mindset that is adaptable in different situations


Desired Skills:
" Strong preference for experience in Compliance Learning sector
" System administration/configuration experience working with Compliance training products
" Knowledge of relationships between all relevant groups within the company

Education/ Certifications:
" Degree educated or equivalent demonstrable experience.

Behavioral Competencies:
" Be Proactive. Always anticipating and preventing future problems, taking charge to bring about needed change, and taking initiative within your scope of responsibility.
" Work with a focus on Partnership by building and maintain positive and productive working relationships with internal and external customers.
" Prioritise. Self-direct your own activities and work through goal setting, time management and planning. Know what needs to be done first and act accordingly.
" Be Receptive to Change. Demonstrate an openness and willingness to change behavior in response to new insights and situations, and be an Agile Learner. Demonstrate the ability to rapidly learn new knowledge and acquire new skills
" Be Tenacious and Results Oriented by displaying resiliency in the face of adversity and always acting with the end goal and business objective in mind.

Scope and Impact:
" Takes ownership of client relationship when opportunity is passed to the team ensuring that processes are followed and client is fully informed of next steps
" Timely responses to client questions and queries, escalating where appropriate
" Alignment and engagement with Client Transition Specialists and GTM teams
" Entire end to end process for setting up clients on CLMS is followed as per training and guidance, queries are raised to relevant Manager
" Client expectations are managed to ensure smooth transition to CLMS
" Supporting team members in adhering to policies and processes