Training & Enablement Specialist
CX & Beyond - London, EMEA
All Open PositionsAbout the position
WalkMe pioneered the Digital Adoption Platform (DAP) to transform the user experience in today's overwhelming digital world. Using analytics, engagement, guidance, and automation, WalkMe's transparent overlay assists users to complete tasks easily within any enterprise software, mobile application or website.
As a Training and Enablement Specialist, you will be part of our Digital Adoption Institute (DAI) contributing to the development and delivery of our WalkMe training course materials and certification program. You will guide students through courseware and live learning labs facilitated in a virtual environment to ensure that students have the knowledge, skills and abilities to meet the standards to receive a WalkMe Certification.
Additionally you will partner with the Customer Success and Digital Adoption teams to deliver 1x1 enablement coaching and consulting to our customers on their journey to become self-sufficient in their use of the WalkMe product suite. You will leverage the structured training from the DAI to customize and personalize it to the customer’s specific business case and environment. Delivered online or onsite, you are accountable to ensure customers understand how to use WalkMe's tools to realize their digital adoption strategy and goals. Your success requires comfort explaining technically complex concepts in a relatable way, engaging diverse customer teams, and willingness to help us develop and scale our training. You will report to the Senior Director of the DAI as part of our Customer Experience team.
What You'll Own
- Lead strategic training sessions on problem and solution discovery, project management, and analyzing WalkMe results.
- Lead technical training sessions on WalkMe content creation, QA, maintenance, and troubleshooting.
- Evaluate customer learning and adoption. Grade customer work and make recommendations for improvement.
- Create instructional materials (presentations, course outlines, exercises, and homework assignments).
- Collect feedback from customer stakeholders and students on effectiveness of training in reaching customer self sufficiency, and in quality of content.
- Create cross-functional relationships to keep account managers and digital adoption consultants of customer’s progress in training or any identified risks.
What You Need to Succeed
- 2+ years experience with WalkMe and digital adoption strategy OR experience translating complex concepts into digestible information.
- Serving as a subject matter expert in the development of standardized training materials working with an instructional designer.
- Developing and leading personalized training and communication to groups.
- Competencies:
- Customer-facing course facilitation and delivery skills that maintain high customer satisfaction scores.
- Project management skills to run multiple customer training programs simultaneously.
- Ability and drive to deliver your own work, and the work of others, to deliver against a clear set of agreed objectives.
- Excellent communication skills for both written and verbal formats.
- Good technical understanding and can pick up new tools quickly.
- Data-savvy, interested in numbers and reporting.
- Adaptable to an ever-changing organization
- Nice to have:
- Experience conducting problem discovery or user experience workshops.
- Experience working in a global environment
- Bilingual - Japanese / German / French preferable
What You'll Love About Us!
- WalkMe offices are open during Covid-19 for those who chose to come (vaccines required) with in-person and virtual social activities to promote positive employee engagement
- WalkMe is recognized as a Star Performer in DAP for the 2nd year in a row!
- WalkMe helps international companies such as: IBM, LinkedIn, Walgreens, Microsoft, Adobe, Hershey's, Quest Diagnostics and more!
At WalkMe, we approach Diversity, Equity and Inclusion (DEI) with the same level of collaboration and innovation that we bring to the rest of our business. We believe in the value of diversity and are committed to ensuring an equitable and inclusive workplace where every employee has an equal opportunity to achieve success.
We've made this commitment not only because it's the right thing to do, but also because we know that having diverse perspectives, experiences and identities on our team helps us to better meet the diverse needs of our global clients. While we're not yet where we want to be, our goal is to create a workplace as fair and inclusive as our business is category defining. And at WalkMe, we achieve our goals.
TO ALL RECRUITMENT AGENCIES:
WalkMe does not accept agency resumes. Please do not forward resumes to WalkMe employees or any other company location. WalkMe is not responsible for any fees related to unsolicited resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with the Company for this specific role.
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