Technical Trainer at Mimecast

The Role

We are looking for a professional Trainer who is able to equally distribute their time across three main components of the role namely; face to face classroom, online and webex Training, Training Rep activities and Internal Skills Development.

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Mimecast views Training as pivotal in ensuring that Customers attend relevant training and have the best possible customer experience, remain loyal customers and through exceptional product knowledge receive the full value for the service that they are paying for. The Trainer is required to digitally maintain contact with customers informing them of training opportunities relevant to their service package, and to deliver face-to-face or digital training where required. The Trainer needs to exude passion for Mimecast in order to create the required energy and interest in attending training and therefore must have exceptional customer service and presentation skills. This is a target driven role in which the Trainer will commit to achieving seat numbers as per set KPI’s.

The Trainer is equally responsible for internal staff training ensuring that all new staff are inducted and provided with the relevant product and company training timeously as well as ensuring the refresher courses are consistently available for existing staff to maintain their exceptional product knowledge.
The Trainer role reports directly to the Education Manager and fits within the Customer Experience Department. As a post-sales service, Education dovetails with the Customer Experience Team ensuring consistent touch points with Customers. The Trainer will also be required to synchronise with the Global Education team as well as the Product Marketing team, as both teams are responsible for communicating consistent and up to date product information to Customers, Channel partners (resellers) and staff.

Who We Are Looking For

The successful Trainer will be a well experience individual having gained most of their experience in an IT Trainer role within a fast paced technology company. They must possess excellent communication skills, be self-motivated and exceptionally well organised. Being adaptable and able to learn quickly is essential.



Mandate

• Delivering Customer and Partner training on Mimecast Products
• Delivering Internal Training for technical, product and other Company related topics
• Management of internal skills development
• Scheduling Training (must be scheduled 3 months in advance):
  • Update details in CRM system for prospects, attendees and cancellations
  • Update internal processes such as Mimecast Stationery for the training notifications internally and to customers/partners
  • Updating website and Customer Community accordingly
  • Applies to public schedule, as well as on-site and ad-hoc training sessions as required
• Training resource planning and management where required such as below:
  • Maintaining training resource materials such as manuals and slide decks
  • Manuals, stationary, merchandising, catering, certificates required for classroom training
  • Computer rentals as required
• Achievement of Training KPI’s :
  • Minimum and maximum targets to be achieved
  • Arranging online training requirements including Webex scheduling
• Meeting requests
• Arrange administrator access
• Customer and partner communications
• Establishing relationships with contacts, which may include face-to-face engagement
• Internal and external communications of training offerings
• Establishing relationships with top customers and partners, ensure training re-attendance
• Swift turnaround time (1 day at maximum)
• Single point of contact for global training activities
• Attendance registers and data capturing
• Prospecting
• Reporting
• Follow ups
• Cancellation charges
• Scheduling of Internal training (including Induction)

Essential Experience

• Training and content delivery
• Training administration
• Previous experience in a fast paced and demanding Training role

Essential Characteristics

• Customer Service experience
• Solid written and verbal communication skills
• Listening skills
• Digital communication skills
• Sales orientation
• Fast and efficient execution skills with good structure, discipline and organization
• Meticulous
• Positive can-do, effervescent attitude
• Passion
• Energy