Practice Training Specialist

at  Thomson Reuters

PRACTICE TRAINING SPECIALIST

Primary objective of the Practice Specialist is to provide online digital product training for legal and tax customers and/or employees to support new sales, increase customer usage, drive growth and contribute to retention targets.
The role is a “practice expert” using legal industry knowledge to drive usage, reinforce value position to ensure the customer gets a return on investment resulting in high retention rates. The role will be part of the Customer Training team across Asia and Emerging Markets reporting to the Head of Customer Training LP, AEM

Retention:

• Contact new customers in the assigned region/territory to offer training – f2f and/or digital options.
• Proactively contact all customers in the territory 6 months out from renewal date to offer training – med/large law customers.
• Work in partnership with the CRM to identify/manage at risk customers to formalize a retention strategy.
• Design and deliver topic focused webinars to contribute to the quarterly schedule eg Master class.
• Provide research assistance to clients to support pre and post sales – “ask a trainer”.
• Prepare and deliver customize training courses to meet clients needs e.g topic, practice area, scenario and platform.
• Contribute to creating and reviewing training digital assets published on the training portal e.g videos, eLearning modules, user guides and tips.
• Partner with key account & strategic managers to design training programs reinforce the VP’s

Sales:

• Support sales activity by conducting product demonstrations, creating topic and practice area videos, and demonstration scripts to support sales certification programs.
• Identify up-sell and cross-sell activity and submit referral form for sales

Development:

• Maintain up-to-date topical leading case knowledge to enable building appropriate examples which highlight the VP.
• Adopt agile ways of working to deliver training team projects

Business Support Activities:

• Provide platform UAT and client feedback to support product development and enhancement releases.
• Support TR internal training requests to align with business priorities e.g induction and certification.

Operational:

• Timely and accurately record keeping with 24 hours of event - (client contact, training events, cases, ask a trainer).
• Send post training evaluation feedback request to all attendees within 24 hours of the event.
• New training event requests SLA 24-48 hours from when the case is raised in line with SLA policy

• Design and deliver customized legal training programs to meet the changing needs of client using topical and current examples.
• Develop digital assets, eLearning, and online webinars which supports digital learning needs of customers.
• KPI - Achieve a learning outcome score of 4-4.5
• Provide pre and post sale support to drive growth