About Us

Broadway Support Services is an affiliate company of one of the US's largest and most reputable debt settlement companies. We’re all about helping our customers through a tough financial time in their lives with education and individual customer service. We become our clients' number one advocate to help them reestablish financial stability as quickly as possible.

Overview

The Client Success Trainer is responsible for effective delivery of front-line learning solutions driven by results. The ability to flex between diverse delivery methods. Design and deliver instructor led programs, remote and in-person events, eHuddles and lite eLearn programs. Manage nesting programs in support of new hires including coaching, metrics tracking, and manager summaries. Gain a working knowledge of CSAT, NPS and Learning Effectiveness evaluation data to drive learning results.

Responsibilities

• Effectively facilitate and manage new hire programs in support of front-line teams
• Drive training results through continuous measurement and evaluation of student readiness from classroom to nesting, and nesting to production
• Utilize diverse delivery techniques to achieve new goals: passing grades of 85% or better, speed to competency at 60 days as defined as site performance.
• Leverage Demonstration Learning wherever possible, hands on practice, video-based instruction and role plays bringing the ‘live’ experience into the classroom for Day 1 student readiness.
• Partner with the Senior Instructional Designer to map out content storyboards, learning goals, and accuracy as a CS product expert. Complete up-skilling each quarter to develop or improve content design competencies for effective eHuddles and Lite eLearn design.
• Comply within L&D operations to ensure timing and forward planning is achieved effectively, organized and on time.
• Work closely with the L&D Manager to be sure training and off-the-phone requests are prioritized in accordance with schedule capacity and the WFM Training Priority List
• Responsible for supporting the structure and delivery of the Customer Success Coaching Program under the direction of the L&D Manager. Align with NDR’s Corporate Coaching Program.
• Aptitude to learn content design for basic learning topics, working or expert level knowledge of NDR initiatives to support the CS goals and performance.

Qualifications

• Bachelor’s Degree or 3 years equivalent experience
• Working knowledge of Adult Learning Theory and cross generation education
• Time management, able to balance multiple priorities
• Excellent written and verbal communication skills
• Platform, facilitation skills and techniques
• Creative remote facilitation ideas and skills
• Ability to deliver positive, negative and unique messages
• Experience with managing Nesting, Metrics, Coaching and students with challenges
• Comfortable working with senior leaders
• Proactive planning skills, leverage scheduling tools and techniques
• Proficient in Cloud document management, LMS systems, MS Suite and Adobe Suite of tools
• Strong attention to detail, accuracy and providing feedback

Benefits

Broadway Support Services is a team-oriented environment full of rewards and growth opportunities for our employees. We are dedicated to our employee's success and growth within the company, through our employee mentorship and leadership programs.

Our extensive benefits package includes:

• Law Benefits
• Private insurance
• Referral Program
• Transportation (Starting at 4:00 PM)
• Massive Growth Opportunities
• Continuous development
• Privileged location (City Center)
• Great Work Environment