Training Support Specialist, China

Purpose of the role:      

This role is responsible for maintaining and developing client relationships for all contracted customers to Nature Masterclasses On-demand within the China region. With the primary objective of retaining contractual revenue and increasing the renewal rate through maintaining customer satisfaction, monitoring, and improving usage via proactive activities, triggering sales leads and identifying upselling opportunities.

This will be achieved through undertaking a successful implementation process, maintaining monthly usage statistics, and regular client contact, sharing best practice, encouraging implementation to ensure overall product satisfaction.

Additionally, this role would provide supplementary support to the operational activities of Nature Masterclasses Expert Trainer-led workshops and backup support to Nature Masterclasses Editor-led workshops in China. This role would ensure the smooth running of the training workshops whether online or face to face, ensuring the project deadlines are met and premium quality of Nature Masterclasses brand is maintained.

Ad hoc task to support China event management when required. 

Key tasks include, but are not limited to:           

•             Be the primary point of contact for Client (post sale); to deal with issues that are presented either internally or externally in relation to the service, to deliver high‐quality Nature Masterclasses branded training

•            Manage Client expectation throughout the agreement to ensure that customer satisfaction is achieved.  

•            Undertake regular Client contact to facilitate the successfully renewal of the service, including the responsibility of managing training survey, and providing continual feedback to the business. Project managing the scheduling, including trainers’ schedule, materials delivery and delivery of each training service

•            Organising travel and working with local teams to arrange travel/accommodation logistics.

•            Successfully implement the service within the agreed timescales, including supporting the promotion and marketing activities and the undertaking of online or onsite launch events.

•            Manage any Client access issues and be responsible for their escalation in a correct and timely manner. Become a trusted specialist and help support the development of the product and proposition.

•            Recognise, develop, and implement process improvements within the Sales, Product and Customer Services teams.

Primary Training Support - Nature Masterclasses On-demand (subscription service)

•            Be responsible to assist and support increasing renewal rate.

•            Set up requested trial accounts, build up client access modes upon signed contracts, provide service launch training and onboarding materials to encourage new registrations.

•            For the aim of increasing chance of renewal: provide usage report to clients and monitor the usage on regular basis, provide necessary commentary to the Client on usage and activity, with recommendations and the implementation on agreed action plans on improvement, as well as work with sales team closely to take immediate actions as priority; client visits to improve usage and increase new registrations and to give demonstration onsite to different groups of users.

•            Actively create ideas and solutions with sales team to help enhance usage, not limited to organizing and managing each client’s WeChat group as well as to remain the activities in each group by informing new courses/webinars, joining discussion and reminding completing courses etc.

•            Arrange and facilitate f2f and online short live session with expert trainer for clients when needed and update the selective session topics in time.

•            Make the most updated training materials regularly with sales team and onboarding materials with mkt team.

•            Solve platform and usage reports issues reported by clients and by liaising with global product and customer service team efficiently. 

Supplementary Training Support – both online and face to face workshops

•            Confirm trainers’ schedule from pre-sales stage and update project calendar timely esp. for training bulk deals;

•            Provide logistics support locally: prepare invitation letters, arrange travel for trainers, materials printing/delivery, onsite management for F2F workshops /facilitate online workshop, arrange test, provide technical support before, during and after webinars for online workshops.

•            Work with trainers’ team, sales team and product team closely for training content update coordination;

Event management support

•            Arrange and coordinate trainers’ local itinerary well for the combined purposes of NMO support, NMT/NME delivery, events and conferences, and sales meetings when required

•            Be familiar with all training products, identify upsell opportunities and refer leads to sales team

•            Ad hoc task when required

Key relationships:

Internal relationships

•            Commercial Sales team

•            Event management team

•            Operations & Commercial Project Management teams.

•            Training Services Product Development team.

•            Commercial Marketing teams.

•            Customer service and platform team.

External relationships

•            Clients

Qualifications:

•            Degree level or equivalent

•            Fluent written and spoken English

•            Able to travel

Skills/knowledge:

•            Customer focused and ability to build customer loyalty

•            Ability to elicit cooperation from a wide variety of sources, including clients and other departments

•            Excellent oral and written communication skills

•            Experience in project management or managing multiple projects desirable.

•            Experience supporting senior management and sales teams

•            Meticulous organisational and administrative skills

•            Proactively identify on-going, recurring problems and use initiative to resolve them promptly

•            Ability to effectively prioritise and execute tasks in a high-pressure environment is crucial

•            Self-motivated and strong interpersonal skills

•            Team player with ability to work independently

•            Fast learner with attention to detail

•            Must be able to learn, understand, and apply new technologies

•            Strong MS Excel, Word, PowerPoint and Outlook proficiency

Experience:

•            2 to 3 years’ experience in a customer facing role essential.

•            Experience in an office support, account management or project management role.

•            Previous experience supporting senior management and sales teams desired.

•            Interest or experience in Research Publishing and training desired.

Need to be capable of:

1. Personal Effectiveness and Professionalism

Maintains a professional attitude and approach to work. Takes an ethical approach to internal and business relationships. Is aware of compliance and regulations as a framework for business activities.

Produces consistent results both professionally and personally. Use of initiative and a proactive approach with drive to make a contribution. Focuses on achieving positive results contributing to team goals and the overall success of the business.

2. Customer Focus (internal and external customers)

Drive and motivation to meet or exceed customer expectations, Nurtures relationships by recognising and delivering on internal and external customer’s needs and opinions.  Makes customers and their needs a primary focus of their actions.

3. Relationship Building/ Teamwork (incorporating Communication, Influencing & Collaboration)

Builds effective relationships through positive communication that motivates and influences others.

A valued team member actively involved in achieving team objectives.  Works cooperatively and flexibly with other members of the team. Effectively communicates relevant ideas or details of events in a way that enhances relations in the work environment. Successfully influences others to accept and support an idea/proposal/plan.

4. Managing Complexity incorporating decision making, planning and organisation, and resilience

Is able to work effectively in a highly complex, diverse, changing environment.  Changes own behaviour in order to deal with changing circumstances.  Maintains a high level of performance under conditions of increased pressure, competition and adversity. Achieves results by setting goals using quality planning, analysis and decision making skills. Adapts and copes successfully with changing circumstances.  Structures activities within an established time frame, following up on details in order to achieve maximum effectiveness.

5. Innovation & Change

Embraces creativity, innovation and is open to new ideas. Innovates to improve current working practices / products / technologies to provide business opportunities and results.  Proactively pursues opportunities to drive change that add value to the business. Welcomes new challenges, and contributes views and ideas.  Adapts well to, and is energised by change whilst maintaining focus on key business goals and personal objectives.  Takes action to achieve favourable outcomes for the organisation, beyond minimum performance expectations, and seeks opportunities to improve work procedures. 

6. Problem Solving

Takes initiative to identify current and potential problems and determines the best possible solution. Involves and/or manages the people and resources required.  Identifies the cause of problems and key issues through investigation; identifies effective, logical and practical solutions.  Makes decisions in a timely manner and evaluates their effectiveness.