Customer Training Specialist

Job Description

Direct message the job poster from The Lookout Way We were founded in 2020 to uplift the delivery of care by combining transformative technology with industry experience. Our origin lies in addressing the challenges faced by in-home Aged Care service providers. Our flagship product, Lookout, is an all-in-one Software as a Service platform designed to equip service providers and their clients with tools and oversight to optimise in-home care delivery for quality and profitability. We are headquartered in Brisbane, Australia, and our team and customers come from all over Australia. About the Role You will be responsible for ensuring our new customers are set up for success on the Lookout Platform. This will include conducting training programs to provide the skills necessary to leverage the greatest value out of the Lookout Platform as well as assisting customers with the initial usage of the product. For this role, we specifically seek someone with a background in rostering or care operations who can also provide specialised guidance to our customers so they can adopt specific Lookout features with ease. This role requires consistent interstate travel in order to provide in-person support to our new Customers. Responsibilities Training Develop customer training courses in line with ongoing needs identified with management Conduct regular training sessions to ensure customer competence both in the controlled classroom type environment and also in relation to the workplace. Assist in tailoring training programs to meet the specific needs of different customer groups and organisations. Maintaining up-to-date records of training activities. Train customers on how to use Lookout’s rostering or care operation functions Modifying and maintain training courses, to ensure that they reflect current best practice and the most up-to-date features. Provide input into translating customer needs into marketable training solutions. Provide clients with product knowledge to ensure optimum utilisation of the Lookout platform and suggest the use of additional products offered by The Lookout Way where applicable. Work with individuals and teams on their processes, improving their success as a team and their effectiveness Customer Service Investigate and resolve complex enquiries escalated from the customer success team. Where appropriate, escalate further to the product and engineering teams. Recommend the purchase of additional products offered by The Lookout Way where applicable or identifying sales opportunities for follow-up by our Sales Representatives. Go Live Work with Account Manager and other stakeholders to assist in delivering the implementation of the Lookout Platform into a business. This may include assisting with defining, costing and scheduling solutions, developing, reviewing and finalising the implementation plan. Assist with and participate in conducting in readiness reviews. Support the transition of projects from the delivery readiness team to the permanent delivery team, engaging appropriate resources to staff subsequent engagement phases, securing engineering support, and facilitating cross-geographic resource alignment. About You Your Qualifications, Experience and skills 3+ years’ experience in a speciality field. This can be either care operations or rostering. Demonstrated experience coaching, mentoring and supporting people from various levels and backgrounds Excellent written and verbal communications skills with the ability to build and maintain strong relationships with various stakeholders A working and up-to-date understanding of the Lookout platform that the features relevant to your speciality area. Developed product demonstration and facilitation skills. Ability to identify sales leads and on-sell A strong understanding of the Aged Care and NDIS industries and the challenges that they face High level of computer literacy and confidence in using technology and systems. Experience managing and delivering projects within a set timeframe Ability to obtain and maintain clear, relevant criminal history checks. Your Mindset Be self-directed, motivated and proactive with effective time management skills. Strong analytical and problem-solving skills. Highly service and experience-focused – bringing a great experience to all customers Work within a team environment in accordance with The Lookout Way values. Ability to work independently and as part of a team. What’s in it for you? The way we work and the perks we offer are designed to help you live a fulfilling life. Some of us start late, and some of us finish early. We overlap for most of the day, and we work a regular week where overtime is rare. Our work is meaningful, and the problems we solve are interesting. We like coming to work and working together, but we're parents, carers, siblings, friends, students, athletes, dancers, gamers, writers, gardeners, and hobbyists with a life away from work too. We are prepared to offer a competitive salary package of around $81,000 per year plus super negotiable, depending on your skills and experience. You’ll work remotely from anywhere in Australia as long as you have a stable internet connection and a comfortable setup. We do have offices throughout the country for face-to-face contact. You will get an annual $500 health and well-being allowance to spend on anything contributing to your health and well-being away from work. On top of the standard 4 weeks of annual leave, after your second year, you will accumulate an additional day of annual leave each year you are with us. You will also have access to our Pandemic Leave policy and have the chance to purchase additional annual leave. Access to our employee assistance programme, where you can receive free confidential and professional counselling. Parental leave benefits – All caregivers who are eligible for the government’s paid parental leave scheme will receive top-up wage payments. Additionally, primary caregivers will receive top-up superannuation payments for their first year of unpaid parental leave. One free membership plan with our sister company, Five Good Friends, which covers the Care Management fees. This could be worth more than $7000/yr. Working for a company that has an employee engagement score that is 6% higher than the top 10% industry average (we are actually a great place to work). And… after 5 years of continuous service, you will receive a trip to Okinawa, Japan - the community that inspired the creation of The Lookout Way and Five Good Friends. Costs of your return economy airfare, 5 nights in hotel accommodation and airport transfers will be paid. Seniority level Associate Employment type Full-time Job function Training, Customer Service, and Education Industries Software Development #J-18808-Ljbffr