Training Specialist

Summary

Join Granicus as a Training Specialist and facilitate technical and soft skills training for Customer Experience teams. You will deliver engaging training sessions on software platforms like Salesforce and ServiceCloud, and essential behavioral skills. Utilize diverse adult learning methodologies to ensure knowledge retention and application. Create a positive and inclusive learning environment, gather feedback for continuous improvement, and maintain accurate training records. This role requires 2-3 years of experience in training facilitation, proficiency in various adult learning methodologies, and strong technical and soft skills. Granicus offers a remote-first work environment and a commitment to diversity and inclusion.

Requirements

• 2-3 years in training facilitation, ideally with experience in both technical (software-focused) and soft skills training
• Proficient in a variety of adult learning methodologies, including lecturing, role-playing, problem-solving, flipped classrooms, simulations, coaching, and group activities
• Comfortable delivering training on software tools, specifically Salesforce, ServiceCloud, and other Customer Experience platforms
• Strong interpersonal and communication skills, with the ability to facilitate training in areas like cross-cultural communication, influence, relationship building, customer orientation, analytical thinking, and adaptability
• Able to manage training schedules, track participation, and keep accurate records of learning outcomes and participant feedback

Responsibilities

• Deliver engaging and impactful training sessions to Customer Experience teams on both technical (software) and soft skills
• Utilize diverse facilitation techniques suited for adult learners, including lecturing, role-playing, problem-solving, group activities, flipped classroom models, simulations, coaching, and consensus-building
• Adapt facilitation methods to suit various learning styles, ensuring comprehension and retention for all participants
• Conduct training sessions focused on software tools such as Salesforce, ServiceCloud, and other platforms relevant to Customer Experience roles
• Ensure participants are proficient in using tools and systems by providing hands-on exercises, real-world scenarios, and troubleshooting guidance
• Facilitate training on essential soft skills such as communication, cross-cultural communication, influence, relationship building, interpersonal effectiveness, customer orientation, and adaptability
• Employ simulation-based and role-playing exercises to help participants apply soft skills in practical, real-world situations
• Foster discussions and activities to build consensus, enhance analytical thinking, and improve adaptability and execution in customer-facing scenarios
• Create a positive, inclusive, and engaging learning environment where participants feel encouraged to ask questions, participate actively, and practice new skills
• Establish ground rules and manage group dynamics to ensure productive interactions and respectful exchanges
• Gather feedback from training sessions to assess effectiveness and identify areas for improvement
• Work with the L&D team to refine training materials and delivery methods based on participant feedback and learning outcomes
• Stay current on adult learning theories and facilitation techniques to continuously improve training effectiveness and learner engagement
• Maintain accurate training records, including attendance, assessments, and feedback forms
• Prepare and update training materials and resources as needed
• Report training metrics and insights to the Learning & Development team and Customer Experience leadership
• Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program
• Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies

Benefits

Remote-first company with a globally distributed workforce