Technology and Training Specialist Manager

Summary

Join Lingraphica as a Technology and Training Specialist Manager and lead a team focused on delivering exceptional customer experiences. You will hire, mentor, and support a team of specialists, ensuring they are well-trained and meet performance expectations. Responsibilities include conducting performance reviews, optimizing workflows, collaborating with cross-functional teams, and acting as an escalation point for client issues. The ideal candidate possesses strong leadership and coaching skills, exceptional communication abilities, and a data-driven approach. A Bachelor’s degree in a related field and 3-5 years of relevant experience are preferred. This role offers a competitive salary, comprehensive benefits, and opportunities for professional development.

Requirements

• Strong leadership and coaching skills to inspire and develop high-performing teams
• Exceptional communication skills (verbal, written, video conferencing) with a strong customer service orientation
• Analytical and data-driven approach to evaluating team and individual performance
• Strong empathy and ability to build trusted relationships with customers and care partners
• Ability to manage competing priorities and thrive in a dynamic environment
• Proficient problem-solving and decision-making skills
• Bachelor’s degree in a related field (healthcare, education, communication sciences, etc.) preferred; equivalent combinations of education and relevant experience considered
• 3-5 years of experience in customer service, technical training, healthcare sales, or a related field
• Experience working with people with communication challenges

Responsibilities

• Hire, mentor, and support a team of Technology and Training Specialists to ensure they are well-trained, motivated, and meet performance expectations
• Conduct regular one-on-one meetings and team check-ins to assess performance, provide coaching and feedback, set goals, and support professional development
• Foster a culture of empathy, empowerment, and continuous learning
• Set clear expectations for individual and team performance in areas such as client engagement, training quality, trial conversion rates, and CRM documentation
• Monitor key performance indicators (KPIs) and analyze CRM and sales data to identify trends, strengths, and opportunities for improvement
• Provide regular performance updates and insights to the Senior Manager of Consumer Sales
• Identify and implement process improvements to enhance the client trial experience and optimize team workflows
• Collaborate with Consumer Engagement, Clinical Sales, Customer Support, and other stakeholders to facilitate seamless communication and a unified customer experience
• Support the development and rollout of new tools, initiatives, and processes affecting the TTS role
• Act as an escalation point for complex or high-priority client issues, ensuring timely, effective resolution
• Promote best practices for client communication, objection handling, and relationship management within the TTS team
• Analyze client feedback to inform training and service enhancements
• Lead or contribute to cross-functional projects that enhance the customer journey and support sales and service initiatives
• Participate in strategic planning for the Consumer Sales department, providing insights on TTS operations and customer engagement opportunities
• Manage a reduced client caseload, adjustable based on management responsibilities
• Oversee new hire onboarding, ongoing training, and skills development initiatives for the TTS team
• Maintain expertise in Lingraphica devices and ensure the team is up-to-date with product enhancements and best practices

Preferred Qualifications

Experience with HubSpot CRM, Zoom, and Microsoft Office Suite preferred

Benefits

• Paid Time Off (sick, personal, and vacation)
• Paid Company Holidays
• 401(k) Retirement Plan and Contribution
• Medical/Dental/Vision benefits with FSA, HSA, & Dependent care options
• Life & Short-Term Disability
• Voluntary benefits such as Critical Illness, Hospital Indemnity and AD&D insurance
• Stipends for health and wellness, home office setup and professional development
• Paid Family Leave
• Annual bonus program
• Annual merit increases
• Year-Round Flex Friday’s
• Discounts on travel, entertainment, home/pet/car insurance