Corporate Trainer​/Manager - Legal

The Corporate Trainer / Manager is the leader in providing initial and on‑going training and support of the company’s products and services to the top law firms in the country.

This is a crucial role in new client start‑up efforts and client retention strategy. He/she will be a hands‑on first level trainer, will train the firm trainers, users and oversee the production of training materials and schedules. The Corporate Trainer is responsible for CLE, onsite and online webinar training.

This position is also responsible for internal new employee training and continuing training on new product features.

The Corporate Trainer is patient and attentive to customer needs assessment and customer feedback on products and services.

ESSENTIAL FUNCTIONS / MAJOR OBJECTIVES / DELIVERABLES:

Project Management:

• Participate in needs analysis studies with client firms to determine training needs and preferred approach or training best practices for each firm.
• Confere with firm management to gain knowledge of specific work situations requiring employees to better utilize available workflow and forms management technologies.
• Track and report to CEO and other department heads on SLA’s, customer issues and internal support staff deliverables.
• Assist with pre‑sales and post‑sales as required.
• Maintain CRM database with the direction of the CEO to track client issues activities and future training projects.
• Work closely with managers in other departments on updating policies and procedures for customer services and training needs.
• Report on progress of clients and firms under guidance during training periods.
• Frequently analyze customer usage and satisfaction of our products to adjust accordingly towards improvement.

Training:

• Formulate teaching support materials outline, agenda and determine instructional methods such as individual training, group instruction, practice group specific sessions, lectures, demonstrations, web conferences, face to face meetings, and learn by lunch workshops.
• Revise design of training curriculum and recommend methods to improve effectiveness.
• Select or develop teaching aids such as training handbooks, quick reference cards, online tutorials, demonstration models, multimedia presentation aids and reference works.
• Conduct training sessions covering specified areas such as new product implementation, product use (website and toolbar plug‑in) and other firm specific customizations such as intranet pages, custom forms hosted solutions and SQL integration with docketing systems.
• Select or develop testing and evaluation procedures for the purpose of administering post completion surveys to measure progress and to evaluate effectiveness of training and that training needs are met.

Relationship Management:

• Primary point of communication with all client needs and questions – the Client Services Trainer is the tip of the spear.
• Resolve difficult issues regarding customer complaints and other matters.
• Proactive communication with customers to either reignite or maintain customer relationships.

• Strong interpersonal skills.
• Strong verbal and written communication skills.
• Ability to interact and communicate with various departments – need to be able to adapt to audience (C-level, IT, users, etc).
• Bachelor’s degree (B.A. or B.S.) or two years related experience and/or training; or equivalent combination of education and experience.
• Previous Senior Trainer experience. The ideal candidates will have training experience in a law firm environment or have held the position of technical trainer or product training specialist in the past.
• Strong presentation skills both verbal and technical including experience with presentation tools like PowerPoint and/or desktop publishing software.
• Knowledge of SQL database…