Learning Consultant II Reports to: Director, Training & Development Department: Training and Development Employment Type: Full-time Location: Pune, India Shift - Night Shift Job Description: The Learning Consultant II will play a pivotal role in assessing training needs, designing and facilitating effective learning solutions. This position requires a strategic thinker who can collaborate with various stakeholders to support and enhance our organization's learning and development initiatives. The successful candidate will possess a deep understanding of adult learning principles, facilitation techniques, and the latest educational technologies. By leveraging these skills, the Learning Consultant will contribute to the professional growth of our employees and the overall success of our organization. This is a hybrid, mid-level position. Essential Functions: Partner and build relationships with stakeholders to identify knowledge and performance gaps. Maintain working knowledge of audience tasks, processes, challenges and needs. Provide recommendations for training interventions. Ensure skill transfer has occurred vs. training completion. Facilitate engaging learning sessions on product, process, tools, industry and best practices. Leverage adult learning theory and learning technologies to deliver effective, objective based learning classes. Ensure focus on skill development within the context of audience job roles. Develop, customize, and implement learning modules tailored to business needs. Handle the entire training cycle, from identifying training needs, content creation, scheduling, delivery, and post-training evaluation. Partner with Instructional Designers, Program Managers and/or SMEs to develop instructionally sound content. Where appropriate independently develop instructor led, self-paced content or knowledge articles. Develop knowledge of DealerOn product sets including value messaging and application of product knowledge to your assigned audience, i.e. Implementation trainer should know how to install, Support should know troubleshooting, etc. Stay abreast of automotive and digital marketing current events, challenges and needs. Review peer content and make suggestions Act as a lifelong learner, providing ongoing investment in time in gaining knowledge in DealerOn offerings and how they impact our customers, automotive industry knowledge and learning and development best practices. Implement learning programs and track effectiveness through key performance metrics. Administer learning assessments. Leverage results to improve offerings and communicate learning effectiveness to leadership. Manage course attendees, assignments, training calendar, etc. Support organizational development initiatives to enhance workforce capabilities and productivity. Required Skills/Experience: Bachelor’s degree in education, Organizational Development, Human Resources, or a related field. 5-7 years proven experience as a Learning Consultant or similar role within a corporate environment. It will be an individual contributor role. Advanced knowledge of adult learning principles, facilitation techniques, and evaluation methodologies. Proficient in Microsoft Word, Excel, PowerPoint and Outlook Proficiency in using learning management systems (LMS) and virtual facilitation tools. Excellent facilitation, communication, and interpersonal skills. Ability to manage multiple projects simultaneously and work collaboratively across teams. Creative thinker with a passion for learning and development. Commitment to staying informed on the latest trends and developments in the field of learning and development. Will be reporting to US leader. Should be comfortable working in Night shift (6.00 pm – 3.00 am) Preferred Skills/Experience: Working knowledge of Salesforce Digital Marketing Background Automotive industry/knowledge Experience working in a global environment and managing cross-functional training needs Experience in a fast-paced environment Competencies Adaptability Self-driven Attention to Detail Business Acumen Communication Creativity Customer Service Dependability Industry Knowledge Interpersonal Skills Product Knowledge Using Technology
Program Success Manager I Reports to: Supervisor of Customer Support Department: Customer Support Employment Type: Full Time Job Description: The Program Success Managers overall responsibility is to build, maintain and grow our customer relationships by being their industry expert. They are responsible for prioritizing incoming requests, building and maintaining relationships with our partners, and providing superior customer service. This individual works as the liaison between the programs and the operations and product teams to identify improvements, bugs or feature requests, needed to satisfy program requirements. This is a remote, mid-level position. Essential Functions: Manage customer accounts comprised of multiple divisions: International Markets, Automotive, and Home Be a subject matter expert on Dealer On's products, core systems, and platform functionality Perform basic website edits Prioritize and improve resolution on escalated customer issues Work with customers and partners to review digital performance through group or single store reporting, including providing optimization recommendations to improve all aspects of the customers’ websites Ensure customers and partner representatives have proper back-end training on our products and tooling Establish and maintain a highly positive relationship with clients, partners, team members, and internal departments Review, scope, and monitor projects that align with the assigned area of responsibility Assist business leads in driving client retention and identifying business growth opportunities Prioritize, triage, and communicate resolution on escalated customer issues and requests Manage multiple accounts simultaneously, tracking the status of each project, and updating all stakeholders Complete website case requests, and troubleshoot various issues or concerns to ensure that response and resolution service levels are met Ensure strategy and customer’s KPIs (key performance indicators) are communicated, understood, and implemented by cross-functional teams Assist in updating and creating knowledge base articles for the team on a consistent basis Required Skills/Experience: High School Diploma or equivalent 4+ years of customer support or account management experience Strong ability to work with cross-functional teams in a highly complex, always changing environment Previous experience in Salesforce or JIRA Ability to react quickly and multi-task to meet changing department priorities Ability to de-escalate customer concerns and provide the best resolution for both the customer and DealerOn Proficient knowledge of MS Office Suite (Word, Excel, Outlook) and Salesforce Service Cloud Ability to think critically and contribute to improving team processes Preferred Skills/Experience: Fluent in Spanish Knowledge of SEO, SEM, Google Analytics, and Content Management Systems (CMS) Bachelor’s Degree or equivalent Call or Contact center experience Dependable, follows instructions and takes initiative to solve problems Experience in project management, digital marketing, and strategic marketing Google Analytics Certified Ability to work various shifts including evenings and weekends Competencies Attention to Detail Adaptability Initiative Research/Analysis Judgment Use of Technology