ERP Project Trainer

5 days ago

Dublin, Dublin City, Ireland Oak Hall Consulting Full time

An exciting opportunity to join our test team as a Project Trainer within a leading All Ireland Energy Supply Company.

About Us:

Oak Hall Consulting (OHC) is an energy consultancy specializing in electricity and gas market design, energy expertise provision, business, system, digital transformation and project delivery. We work with a number of clients within the energy space in Ireland, Northern Ireland and Europe. Our projects extend from setting up new energy businesses, undertaking technical, systems and operational transformation to specialist energy industry design and delivery of end to end energy solutions and more. Our broad scope of services are delivered by our core team of business analysts and consultants who from time to time are supported by specialists, project and test managers on contract.

Job Description:

OHC is looking to recruit a highly motivated and skilled CRM System Trainer to design and deliver training for a business in the Republic of Ireland energy sector, in preparation for their transition from multiple legacy systems to a single CIS customer and billing platform later this year.

The ideal candidate will have expertise in CRM platforms, excellent communication skills, and a passion for teaching. Experience of working in the retail energy sector would be beneficial.

You will work in our project training team, ensuring that all employees receive training in using the new system & achieve a baseline competency in completing key processes, before the system goes live.

Key Responsibilities:

  1. Training Program Design:
    • Develop and tailor training content (standard operating procedures, bespoke training modules) for the key business processes, across a range of customer service, sales and back office roles and operational teams.
    • Design and update training materials to reflect system updates, new features, or changes in business processes in accordance with project control & governance processes.
    • Create and maintain a repository of training resources (e.g. guides, FAQs, knowledge base articles).
  2. Delivery of Training:
    • Co-facilitate group training sessions, for different operational roles, to ensure that all employees understand and can effectively use the CRM system before go live.
    • Demonstrate the CRM system's features, workflows, and best practices.
    • Provide practical exercises, real-time demonstrations, and troubleshooting support during training.
  3. Assessment and Evaluation:
    • Evaluate trainee progress through assessments, quizzes, and feedback to ensure they are mastering key features of the CRM system.
    • Identify areas where employees may be struggling and provide additional support or follow-up training.
    • Track and report on training completion rates and effectiveness.
  4. Ongoing Support:
    • Support employees post go live during the project hypercare period, by being a point of contact for help and questions during the initial rollout phase.
    • Regularly update training materials to reflect system upgrades, new features, and changes in workflows.
  5. Collaboration:
    • Work closely with the wider project team and business stakeholders to understand specific training needs and customize the training approach.
    • Collect feedback from trainees and stakeholders to continuously improve the training offering.
  6. Documentation:
    • Create and maintain clear and concise training manuals, quick reference guides, video tutorials, and FAQs.
    • Document training processes, successes, and challenges to refine future training programs.

Skills and Qualifications:

  1. Technical Skills:
    • Proficient in at least one CRM platform (e.g Microsoft Dynamics, etc.), with an understanding of CRM features, modules, and workflows.
    • Basic understanding of system integrations, data migration, and user permissions within CRM systems.
    • Ability to quickly learn new systems and software, adapting training methods as needed.
  2. Instructional Design:
    • Knowledge of the SAM instructional design methodology and experience creating training materials and curricula.
    • Ability to tailor training programs to different learning styles (e.g., visual, auditory, kinesthetic).
    • Experience with eLearning tools (e.g., Articulate) essential, and learning management systems (LMS e.g. SuccessFactors).
  3. Training and Presentation Skills:
    • Proven experience delivering engaging and effective training sessions to both technical and non-technical audiences.
    • Excellent verbal and written communication skills to clearly explain complex concepts and CRM functionalities.
    • Strong facilitation skills, with the ability to lead discussions, encourage participation, and manage group dynamics.
  4. Problem-Solving and Analytical Skills:
    • Ability to troubleshoot system-related issues and provide step-by-step guidance to users.
    • Strong analytical skills to assess training effectiveness and identify areas for improvement.
    • Ability to break down complex concepts into simple, understandable steps for learners.
  5. Project Management:
    • Ability to develop a training schedule and stick to timelines, ensuring all employees receive training on time.
    • Attention to detail in tracking training progress, reporting metrics, and updating documentation.
  6. Interpersonal and Collaboration Skills:
    • Ability to work with cross-functional teams, including IT, project managers, and business leaders, to ensure CRM training aligns with company goals.
    • Strong customer service mindset to handle user queries with patience and empathy.
    • Willingness to gather feedback from trainees and adjust training strategies accordingly.

Additional Qualifications:

  • Previous experience as a CRM user or administrator is highly beneficial.

Experience:

  • Experience in delivering training for software systems, preferably CRM systems.
  • Experience with training large groups.
  • Proven track record of designing and delivering training programs for diverse audiences in an organizational setting.

Benefits:

  • We offer competitive rates.

Work Type:

Hybrid working arrangement with at least 3 days per week on site in Drogheda.

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