Customer Engagement Coordinator

Richardson Sales Performance is the global leader in sales training and performance improvement. When sales organizations across the globe want to improve performance, they turn to Richardson. So, it’s no surprise that many of the world’s top sales leaders, thinkers, trainers, and other professionals ultimately choose to work for Richardson itself. Not only has Richardson been an industry leader since 1978, but this is where the latest thinking in agile sales training and other innovations are continuing to be developed. Because the same highly personalized approach that we take to sales training informs our approach to employee development, Richardson has created the ideal environment for great careers to take off.

Our company is growing & evolving and now is an exciting time to join our team.

That’s where you come in …

Objective:

The Customer Engagement Coordinator (CEC) will be a point of contact for Richardson Sales Performance’s clients and trainers during post-sale implementation of client-specific solutions. The ideal candidate excels at customer service, possesses outstanding communication skills, and demonstrates the ability to implement and explain our unique digital products, services, and technology solutions. To be successful in this role, you must be highly responsive, extremely organized, and have the ability to meet deadlines and schedules. We are seeking someone who embodies our corporate personality attributes: attuned, determined, resourceful, confident, and inclusive.

The CEC will be focused on ensuring successful implementation of Richardson Sales Performance’s blended and custom training and digital sustainment applications, leveraging problem-solving skills and creative thinking to troubleshoot challenges and contribute recommendations for the optimal implementation experience. Our goal is to consistently exceed client expectations , ensuring the integrity and value of our solutions. To do this, the CEC will build strong internal and external client relationships and advocate for client satisfaction by handling all questions and concerns with speed, accuracy, and professionalism from the inception of the contracted order through the completion of invoice.

Responsibilities:

· Client Service: Provide professional and efficient post-sale service to new and existing customers as the client liaison, ensuring streamlined client engagements, and representing Richardson Sales Performance as a main point of contact for clients and facilitators engaging in learning initiatives. Utilize consultative skills to proactively anticipate and address inquires, ultimately delivering issue resolution of incoming calls and emails to establish consistent client satisfaction.

· Communication: Practice effective communication concepts, tools, and techniques, possessing the ability to productively convey and interpret ideas and information through application of appropriate communication behaviors.

· **Coordination & Logistics: **Coordinate the implementation of complex digital products and services for instructor-led training sessions in the classroom, as well as virtual training initiatives, thoroughly supporting the client from kickoff to project closeout:

* Tailor and send client communications * Scheduling of workshops * Workshop logistics * Facilitator communication and support * Technology solutions administration such as preparation, setup and user support on our eLearning platform * Data and usage reporting for participant assessments and reinforcement tools * Summarize customer feedback and facilitator reports to monitor potential opportunities/issues * Client Onboarding

· Knowledge Acquisition & Research: Develop a comprehensive knowledge of Richardson Sales Performance’s unique products and services, as well as operational platforms and procedures. Demonstrate knowledge of client-specific solutions by reviewing sales memos and scope documents to understand client goals and objectives prior to engagements. Review client contracts to identify key commitments and accurately and promptly track IP licensing components for invoice generation, revenue forecast reconciliation, and to alert appropriate personnel of license expiration and low balance consumption.

· Project Management: Partner closely with the Regional Vice President and Program Managers to seamlessly blend Richardson Sales Performance services and implementation activities. Support project plans by updating assigned elements as necessary to ensure all timelines and deliverables remain on target. Exhibit leadership and engagement management skills by overseeing consecutive client rollout initiatives of classroom/virtual training sessions and digital products, multi-facilitator engagements, and complex global projects by streamlining client communication as the single point of contact for international deliverables where appropriate.

· Teamwork: Leverage collaborative relationships with Richardson Sales Performance departments such as Sales, Design, Facilitator Resourcing, Operations, Marketing, and Finance, to ensure a client-focused integrated delivery of products and services, while simultaneously balancing business constraints and monitoring budget implications.

o Provide coverage and support to other team members in their workload as needed

o Maintaining responsible follow-through

o As your skills develop, train and mentor new CEC team members, continuously sharing best practices and displaying operational expertise with domestic and global peers. This includes cross-training new hires from various departments.

o Participate in CEC recruitment process, contribute to vendor meetings, and collaboratively consult with colleagues regarding BOH enhancements.

· **Risk Management & Process Improvement: **Anticipate, assess, and manage unforeseen operational risks associated with business objectives and assigned activities.

o Notifying appropriate personnel when the success of implementation may be compromised.

o Identify, develop, and implement ways to conduct standard operating procedures more effectively and economically, conducive to increasing sustainable operational efficiency, in collaboration with various cross-functional team members.

• Work on strategic projects with Customer Engagement Manager or VP of Operations as assigned.
• Other duties as assigned by Management.

Job Requirements:

· Bachelor's Degree, or equivalent work experience, required

· 1-3 years proven experience in providing customer service in a Business to Business environment paired with excellent problem-solving skills required

· Exceptional written and verbal communication skills required

· Advanced use of Outlook, Excel, MS-Word, and PowerPoint required.

· Must possess the ability to work in a fast-paced, multi-tasking, team-oriented environment, as well as the ability to work with minimal supervision.

· Comfortable learning and administering technology products, acting as the single point of contact for digital applications.

· Strong attention to detail and the ability to manage multiple concurrent objectives, projects, and activities, while effectively making judgments to prioritize and allocate time appropriately to meet deadlines for clients, colleagues, and supervisor.

· Adaptive mindset in alignment with Richardson Sales Performance’s culture of continuous learning to help drive improved organization performance

• Self-motivated and reliable to be accountable for outcomes

Additional Information:

• The Customer Engagement Coordinator is a salaried, full-time role, with standard working hours between 8:30 am – 5:30 pm ET, Monday - Friday; additional hours may be needed at times, upon request. Richardson Sales Performance has a remote-first hybrid work policy, meaning that employees are empowered to choose the work location that will allow them to be most productive.
• We offer a comprehensive employee health & wellness benefits program. Salary is commensurate with experience.
• The salary listed on the posting is base pay.

Equal Opportunity Employer:

Richardson Sales Performance is committed to cultivating a workplace that is diverse, equitable, and inclusive, and we are continuously evolving our DE &I practices to make progress in this area. Our business policies and practices, including those around hiring, protect all individuals and organizations that we do business with from discrimination based on any and all non-merit based factors, including race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, or military service.