Overview
Use your technical knowledge of training management systems, iterative process improvement, and customer relationship management to oversee end-to-end training customer workflows. You will proactively propose process improvements and solutions to classroom delivery challenges while monitoring customer interactions with training systems and web sites to ensure a successful and positive customer training experience.
Responsibilities

• Monitor end-to-end training customer workflows for iterative process improvement opportunities to enhance efficiency and improve controls
• Work with training delivery and sales managers to understand and monitor instructor-led training workflows and business directives, uncovering system pain points and ensuring the accurate flow of order, order fulfillment, pricing, and invoicing data through training systems
• Support training sales goals by identifying customer pain points, stakeholder concerns, and opportunities for Esri to customize the customer's training experience
• Analyze system report data and monitor trends to propose new business processes, policies, and operational plans in support of customer experience objectives
• Identify, research, and solve a wide range of business processes and customer experience issues through effective communication and creative problem solving
• Ensure product launch readiness for instructor-led training products by updating training management system data and workflows
• Monitor system reporting and downtime. Build collaborative relationships with third-party software vendors to resolve system bugs and downtimes
• Maintain comprehensive training management system and customer workflow documentation; document issues and solutions in customer relationship management (CRM) system
• Ensure accurate pricing and billing data flow through the system for revenue verification
• Work well in a high-energy, fast-paced, enthusiastic, positive, and collaborative environment

Requirements

• 5 years of combined experience in both systems administration and a customer-facing environment
• Ability to learn new concepts quickly, retain large amounts of information, and adapt to a changing work environment
• Excellent customer service, analytical/problem-solving, and written and verbal communication skills
• Ability to learn new technologies and software applications
• Bachelor's degree in business administration, information technology, or related field

Recommended Qualifications

• Knowledge of Esri's product line and/or training curriculum
• Experience in education/training, software development, or technical environment
• Sales experience

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Total Rewards
Esri's competitive total rewards strategy includes industry-leading health and welfare benefits: medical, dental, vision, basic and supplemental life insurance for employees (and their families), 401(k) and profit-sharing programs, minimum accrual of 80 hours of vacation leave, twelve paid holidays throughout the calendar year, and opportunities for personal and professional growth. Base salary is one component of our total rewards strategy. Compensation decisions and the base range for this role take into account many factors including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.
A reasonable estimate of the base salary range is
$72,800-$135,200 USD
The Company
At Esri, diversity is more than just a word on a map. When employees of different experiences, perspectives, backgrounds, and cultures come together, we are more innovative and ultimately a better place to work. We believe in having a diverse workforce that is unified under our mission of creating positive global change. We understand that diversity, equity, and inclusion is not a destination but an ongoing process. We are committed to the continuation of learning, growing, and changing our workplace so every employee can contribute to their life's best work. Our commitment to these principles extends to the global communities we serve by creating positive change with GIS technology. For more information on Esri's Racial Equity and Social Justice initiatives, please visit our website here.
If you don't meet all of the preferred qualifications for this position, we encourage you to still apply!
Esri is an equal opportunity employer (EOE) and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need reasonable accommodation for any part of the employment process, please email askcareers@esri.com and let us know the nature of your request and your contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this e-mail address.
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