Herrmann Hiring for Client Education Producer & Workshop Support at Remote Full Time

Client Education Producer & Workshop Support
At Herrmann we invite you to bring your whole self to work: share your family, celebrate your culture, tell your story!
We celebrate and appreciate the uniqueness and diversity you will bring to our team. We all think differently, and that’s our greatest asset. We’re dedicated to creating a place of belonging driven by action through our Whole Brain® Methodology. By leading with transparency and flexibility, we are shaping a culture of trust, equity, appreciation, and belonging.
Herrmann’s Learning team plays an integral role in our success.
In this role, you will proactively serve as the first point of contact with Herrmann clients as they prepare for and attend Herrmann certifications and educational programs in-person, virtual, or combination. The Client Education Producer & Workshop Support will be responsible for supporting and partnering with Facilitators to prepare for, deliver, and follow up with learning programs for Herrmann clients. This position will work alongside the Facilitator, Technology, and Customer Success teams to deliver a seamless experience for participants.
As a Herrmann Learning team member, you will collaborate with every department in our organization to create the best possible experience for our clients. This is the perfect role to start your career at Herrmann as it is a cross-functional role that provides a foundation of understanding of all our products and our client base.
While we are a global flexible remote distributed team, we prefer candidates who reside in the United States or the UK, to align with the client base to be supported.

DESIRED SKILLS

• First-class customer service & support, and fast response times
• Experience assisting customers on live video certifications, workshops and calls
• Competency with internet-based technology
• Advanced problem-solving skills
• Strong communication skills, both written and verbal
• Demonstrated attention to detail, with a strong ability to keep accurate records
• Ability to work independently
• Willingness to collaborate on projects and work with a team
• Ability to handle confidential or sensitive information with discretion
• Must be enthusiastic about Whole Brain technology

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DUTIES & ESSENTIAL JOB FUNCTIONS*
This is a client facing and backend support role as an ambassador for our company, providing world-class client service as you guide clients through certification and a variety of learning programs.

• Provide world-class client service.
• Ability to use our software platform, learning management system, Zendesk, Zoom, MS Teams and other learning tools for delivering, scheduling and producing virtual certifications, workshops and calls to support all aspects of client service.
• Coordinate and manage certification and workshop program questions through both written and live chat, and on camera during sessions.
• Anticipating needs of the facilitator and the participants, staying one step ahead and prepared to share any links or resources needed and answer real-time questions in a timely way.
• Provide timely response to inquiries from our clients via email and support queue tickets whilst managing the inquiry through to resolution or routing it to the appropriate internal team member.
• Tracking client progress through pre-work and coursework in the learning management system. Sending out emails of encouragement and progress along the way.
• Generating reports, data, and deliverables to our clients enrolled in workshops.
• Liaison to the facilitator if there are concerns with any participants or in any of the programs.
• Troubleshoot with clients and team members to solve technical issues for clients.
• Contribute to measuring our clients’ satisfaction, as well as the leading indicators that drive satisfaction.
• Manage time and tasks effectively, meet personal goals and work effectively with other members of the team.

QUALIFICATIONS

• Prior experience working in a comparable Client Support role
• Fluent English with excellent oral and written skills and a proven ability to communicate, present, and influence individuals at all levels of the organization
• Self-starter/self-motivated team player with a positive attitude
• Ability to focus and maintain attention to detail while managing several client needs at any given time
• Ability to work under pressure and meet scheduled deadlines
• Proficiency in Microsoft Office/Google Docs Suite/Slack
• Prior experience working in a remote/virtual environment is preferred
• Comfortable being “on camera” & communicating live for client support

PREFERRED ADDITIONAL EXPERIENCE

• Comfort working in a remote environment with stakeholders across different time zones
• Experience and knowledge of a SaaS business model- particularly HubSpot, Zendesk, & NetSuite
• Experience producing and managing virtual workshops through Zoom and Teams
• Fluency in non-English languages is a plus!

We are a 100% remote-working company, and this role can be performed from any location of your choosing, so long as you have a high bandwidth internet connection and a relatively quiet workspace to work. We are looking for someone who can work the standard business hours to ensure interactions and partnership with our clients & team members in both the Americas and EMEA region.
You will be expected to be able to travel when needed, and a few times each year you’ll be available to travel to various locations for internal team activities/meetings that require physical presence.
Herrmann is an equal opportunity employer, and we value diversity at our company. We evaluate you without regard to thinking preferences, race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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Job Type: Full-time