Customer Experience Training Consultant

Are you passionate about automating business processes, financial systems, and adult learning?

Bring your passion for end user experience, accounting principles and financial systems to this role as a Customer Experience Training Consultant. This role is focussed on the delivery of Esker ANZ’s training programs for Esker cloud solutions through a variety of learning approaches which includes face-to-face, virtual and Esker’s eLearning Platform. Working with and supporting Eskers’ end users during their learning journey of adopting the solution for their business is both challenging and exciting, requiring the best, and brightest in the industry. You will get the opportunity to grow and learn about the leading SaaS solutions for business process automation.

Customer Experience: Training Consultant

The CX Training Consultant plays a key role in working with Esker’s customers and their end users. As part of the Customer Experience team, you will also collaborate with Esker’s Project Delivery team to tailor and deliver learning programs to end users during User Acceptance Testing and post Go-Live, as part of Business as Usual.

Key Tasks/Responsibilities:

• Learning Design & Development

• Work closely with the project delivery team during project phase to design and develop training sessions to support customer specific requirements,

• Create short “how to” videos to support end users with understanding features or functionality of the cloud solutions
• Create content and participate in regular webinars that supports continuous education of Esker’s customers and their end users

• Learning Delivery

• Deliver Esker’s standard and tailored training sessions for our cloud solutions suite, ensuring that end users are ready to start User Acceptance Testing during project delivery phase. Work closely with the CX Consultants to deliver training and refresher training sessions for our cloud solutions to existing customers in ANZ (post Go-Live).

• Training sessions are delivered through a variety of learning modes including face-to-face, virtual and Esker’s eLearning Platform

• End User Coaching:

• Support and coach End Users, enabling the optimal use of the functionality of the cloud solutions
• Sessions could be face-to-face or virtual
• Support end user engagement by contributing and engaging with our customers through any Esker customer engagement tools.

• Additional responsibilities may be defined as the ‘Customer Experience’ programs develop and evolve

• Use effective time management to plan and deliver training sessions according to the priorities and needs of the Customer Experience and Project Delivery team to ensure satisfactory and on time completion

• Complete thorough and detailed preparation activities for all internal and external engagements.

• Engage, collaborate, and exchange with other global Customer Experience Trainers and keep abreast of training trends, developments, and best practices.

• Exercise excellence in Customer Service while communicating and liaising with customers

Essential Experience:

• in training with accounting solutions, specifically Accounts Receivable solutions.
• in delivering training sessions to end users on the functional use of solutions (on-site and remote)
• in drafting and scripting training collateral (including “how to” videos) based on the functions and features
• with coaching and mentoring end users, enabling the optimal use of functionality and features of solutions
• with customer facing activities, and building strong relationships with end users

Educational Requirements:

• Bachelor's degree or equivalent certification in a related area and experience in the field or in a related area

Competencies:

• Demonstrated experience with a variety of learning and enablement concepts, software practices, and procedures

• Thorough understanding and knowledge of Accounting and Finance business processes, specifically Accounts Receivable

• Understanding and working knowledge of Order Management business processes, would be an advantage

• Ability to work as part of a team or independently to meet customer expectations

• Attention to detail and high-quality standards of work deliverables

• Excellent communication and organisational skills

• Fluent in English language both written and verbal

• Passion to adapt and learn new programs and systems

• Exceptional Customer Experience commitment

• Be willing and able to travel for short trips (domestic and / or international) to meet business needs

Required Technical Knowledge:

• Software Packages: Advanced Microsoft Office skills including Outlook, Word, Excel, PowerPoint, and MS Teams. Financial and Accounting software (eg. SAP, Microsoft Dynamics ERP, Netsuite, Xero, MYOB, etc)

Additional Nice to Have:

• Salesforce

Who We Are

Established in 1985, Esker has grown into a leading provider of AI-driven process automation software solutions with over 1000 employees and 6,000 customers worldwide. Companies such as Sony, Trek, Heineken, Nestle, and many more use our cloud-based solutions to run more efficient and cost-effective business processes, improve customer and supplier relationships, increase employee productivity and morale, and enhance global visibility, scalability, and compliance. Esker operates in 14 countries with global headquarters in Lyon, France.

Esker Australia was set up in Sydney in 1997. Over 2000 companies in AUS and NZ run Esker solutions. Based at our Sydney or Melbourne office, you will play a key role in the Customer Experience team, reporting to the Customer Experience Manager.

Employee Benefits

You’ll fit in well with Esker if you’re looking for a company that understands the needs of its employees and provide a good work and life integration including hybrid work. On top of a competitive salary, we also provide flexibility of working hours, ability to work from home and a friendly work environment at our Sydney Office.

When you travel interstate or internationally, and when airfares are similar, Esker lets its employees fly with their preferred airline, so they earn reward points and loyalty bonuses.

To help you stay fit and healthy, Esker also subsidises a gym membership for its employees.

Come as You Are

Esker is an equal opportunity employer that celebrates diversity and is committed to maintaining an inclusive and mutually respectful work environment. We do not discriminate against any qualified applicants based on race, colour, national origin, religion, age, sex, sexual orientation, gender identity or expression, pregnancy, disability, medical history, and any other characteristic protected by applicable laws.

You will need to have a valid unrestricted working visa (PR / Citizenship preferred).