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Five9 Training Coordinator

Company: Five9
Location: San Ramon
Posted on: June 6, 2021

Job Description:

Five9 Training Coordinator

Five9 is a leading provider of cloud software for the enterprise contact center market, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud. Five9 provides businesses with cloud contact center software that is reliable, secure, compliant and scalable, which is designed to create exceptional customer experiences, increase agent productivity and deliver tangible business results.

To complement our rapid growth, the Education Services team is looking for a Training Coordinator to help manage the operations within our fast our growing organization. In this role you will use your organizational skills to manage the many activities involved with running a training operation such as training class scheduling, registration, guest logistics, training environment setup, tools and communications.

As a key contributor to the Education Services Team, we are looking for an extremely organized, self-managed individual who can work well with various teams to help delight our customers and grow our business.

Location: San Ramon, CA

Key Responsibilities:

  • Own logistics and administration of Virtual and In-person Training to ensure successful delivery of classes and other training related activities
  • Manage the training class registration process and pipeline through communications between customers, sales and trainers, including updating of registration data
  • Check prerequisites and pre-class work is completed and correct and capture attendance
  • Communicate with Training attendees on activities leading up to a class and after
  • Follow-up on all training requests, orders, and questions to ensure accurate and timely communications
  • Update systems of record such as the training LMS and Salesforce
  • Prepare training systems, "domains", for upcoming training classes to enable trainers to be successful
  • Work with Education Leadership and trainers to schedule new classes
  • Perform audits to ensure that training attendance information and other required data is accurately entered
  • Work to improve/maintain survey response rates, collect survey results and manage report data
  • Manage in-person training classes such as training room scheduling and setup/tear-down of equipment and seating before and after class
  • Manage food and coffee set-up and clean-up during in-person classes.
  • Print/hand-out class materials and SWAG
  • Assist with the Education Services team's involvement in events such as user conferences
  • Coordination of certification activities such as administering exams and grading practical exercises, maintain reporting and data entry
  • Administration of some aspects of our Learning Management System (LMS)
  • Maintain training related reports and dashboards
  • Work with Education and Partners teams on Marketing updates, HTML templates and newsletter activities
  • Setup of training classes and webinars in Zoom
  • Some in-class activities will be needed to assist the Instructor

Key Requirements:

  • High attention to detail and ability to keep many simultaneous activities well organized
  • Clear, concise, and confident communicator in written messages and verbally
  • Ability to work independently and as part of a team
  • Work hours Monday through Friday 8am - 5pm Pacific, during weeks in which in-person classes are being conducted, work hours may need to shift to accommodate set-up or tear down of classrooms. Annual events such as User Conference may require travel and augmented work hours
  • College graduate with a business, education, or technical degree (or similar)
  • Experience with Microsoft Word, Excel and other Office365 applications
  • Ability to learn cloud-based applications quickly
  • Some travel required
  • Growing into this role is expected with increased responsibilities over time

Preferred Qualifications

  • Desire to work in a training or education field, this is an associate level position for someone reliable and interested in a Technical Training career path.
  • A degree in Education and/or Computer Science or related field
  • Worked with a virtual meeting tool such as Zoom or WebEx
  • Experiences with Salesforce or other cloud-based applications

In addition to a very competitive salary, Five9 offers stock plans, great health benefits, 401(k), generous PTO in a challenging environment that rewards creativity and provides a chance to make a difference while still having fun.

Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.

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Our headquarters are located in the beautiful Bishop Ranch Business Park in San Ramon, CA.

Keywords: Five9, San Ramon , Five9 Training Coordinator, Other , San Ramon, California

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