Customer Education Specialist, Cox Business

Cox Communications Inc Pensacola , FL 32501

Posted 2 months ago

*Primary Location: *3010 W Agua Fria Fwy, Pensacola, FL, US

  • Division: *Cox Communications

  • Job Level: *Individual Contributor

  • Travel: *Yes, 5 % of the Time

  • Schedule: *Full-time

  • Shift: *Day Job

  • Requisition Number: *217003_79852610

  • Summary

This position has responsibility for the delivery of Customer Training and Education (CT/E) in support of Product Launches and Lifecycle activities for an assigned region of Cox Business customers. This functional role implements the CT/E strategy for CB Voice, Data, and Video products through a variety of training delivery tactics designed to meet customer needs and increase their loyalty to CB and its solutions. Additionally, this position serves as a dynamic connection point with National Program leadership, enabling effective information exchange, speed to market with new CT/E tools, and robust access to customer training requirements.

In many cases this role virtually educated customers on best in class usage methods; however, some initiatives require on site training so this role will travel to sites within the system

  • Primary Responsibilities*

  • Delivers voice, data, and video product training to customer administrators and end users as the CB training subject matter expert.

  • Implements the Cox Business CT/E plan in their region for supporting new Product Launch and Life-cycle customer training needs.

  • Manages delivery of the CB customer training curriculum, including fee-based training, within their Market area.

  • Customizes webinar and on-site customer training tactics to meet requirements for targeted customers and strategic accounts.

  • Leverages multi-customer webinars and training events to maximize training reach.

  • Designs, develops, leads, and implements regional customer education events attended by 30+ clients.

  • Leads, develops, and facilitates initiatives to provide a professional customer briefing / product education center environment within at least one regional headquarters facility in their area.

  • Initiates, develops, and leads unique regional customer education email broadcast campaigns leveraging National Program support tools and messaging.

  • Maintains and reports against Market specific CT/E performance metrics measuring the overall effectiveness of CT/E product launch activities and lifecycle initiatives/programs (i.e., churn reduction, ticket reduction, revenue and adoption rates, etc).

  • Delivers Customer Education tactics for new and existing products to reduce customer ticket and controllable churn ratios.

  • Implements National Program customer education tactics for increasing customer understanding of how CB solutions can help their business in such areas as Business Continuity, Mobility, Customer Service, Cost Reduction, and other value-added applications.

  • Delivers National Program customer webinars on voice administration training, voice user training, and customer application modules.

  • Consolidates regional guidance and input for National CT/E Program enhancements and serves as the primary conduit with the Market for positioning National Program tools and communications with the right Market teams.

  • Ensures consistency of CT/E delivery quality levels and customer experience across their market.

  • Supports Sales Channel reps on a post-sales basis on product application questions as the customer training SME for CB.

  • Supports CB objective of increasing Speed To Market by participating in CT/E Solution Team projects designed to create new National customer deliverables used by all Markets.

  • Collaborates with other departments in their Market to ensure CT/E Program effectiveness.

  • Supports proactive customer education email broadcast campaigns initiated by National Program leadership via coordination efforts with local Market teams.

  • Refines CT/E best practices in their region and shares them with CT/E Market peers and National Program leadership to expand their CB impact.

Qualifications:
Minimum:

  • 5+ years of actual platform training experience with products, services, or software solutions. 3+ years of experience if candidate possesses advanced degree

  • Demonstrated ability to train business accounts via on-site and webinar delivery.

  • Demonstrated ability to develop and deliver effective presentations for diverse audiences.

  • Certified within Cox Business to deliver National Program Customer Webinars on Voice Administration Training, Voice User Training, and one or more Customer Application Modules.

  • Demonstrated ability to design, develop, lead, and implement customer education / briefing events attended by 30+ clients.

  • Experience in customer database management related to supporting email broadcast, direct mail, or web response customer communications.

  • Strong verbal and written communications skills to enable effective communication with Account Executives, Outside Sales, Customers and internal departments.

  • Strong interpersonal / relationship building skills to effectively work with a variety of customer types and internal support departments / personnel.

  • Excellent organizational and follow-through skills.

  • Strong CB product aptitude. Remains current on technical information regarding CB telephony, data, and video product offerings.

  • Effective computer skills including Windows based applications (Word, PowerPoint, Excel, Access, and Outlook).

  • Demonstrated ability to work effectively in a changing and fast paced environment.

  • Collaborative skills toward attainment of regional and corporate goals.

  • Must be able to travel to customer locations within the system

  • Bachelors degree highly desired with Masters Degree a plus.

  • Experience in telecommunications industry highly desired.

  • Must have a clean driving record and be able to travel to customer locations within the system.

Who We Are

  • About Cox Communications

Cox Communications is committed to creating meaningful moments of human connection through broadband applications and services. The largest private telecom company in America, we proudly serve six million homes and businesses across 18 states. Were dedicated to empowering others to build a better future and celebrate diverse products, people, suppliers, communities and the characteristics that makes each one unique.

  • About Cox

We are the Cox family of businesses. Weve been making our mark since 1898 by building and evolving world-class businesses, staying true to our values, and encouraging top talent to always look for growth and impact while building a career with us. Our primary divisions

  • Cox Communications and Cox Automotive - are driving a new wave of innovation, powering smart cities with powerhouse broadband communications and pioneering greener, more progressive transportation alternatives for individuals and fleet operators. Were also expanding into new spaces like cleantech and healthcare to rev up our momentum toward building a better future for the next generation. Were looking for the talent today who will be our leaders tomorrow. Sound intriguing? Learn more about where we are today, where we hope youll be going with us, and the common purpose that unites us at coxenterprises.com.
    Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page.
    Cox is an Equal Employment Opportunity employer

  • All qualified applicants/employees will receive consideration for employment without regard to that individuals age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.
    Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.

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Customer Education Specialist, Cox Business

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