Principal Responsibilities
Customer Training
1.Contact and schedule new customer JumpStart training as assigned.
2.Deliver “Standard” JumpStart curriculum to customers through a combination of guided configuration and hands-on lab exercises.
3.Meet or exceed targets for instructor performance.
4.Execute best practices for ensuring excellence in training delivery and customer success.
5.Attend ramp sessions for delivery staff to ensure appropriate product knowledge.
6.Share customer feedback and recommended revisions to course curriculum developers.
7.Provide feedback to leadership on customer success and experiences, including recommended actions for improvement.
8.Create and deliver technical break-outs and/or training sessions at annual conference
Internal and Partner Training
1.Deliver on-site training to new regional support engineers and on-site staff.
2.Lead certification process for regional training partners.
3.Deliver vitality training and provide training to regional support engineers, on-site services staff and training partners.
4.Keep abreast of new releases and deliver update training to internal technical teams and training partners.
Customer Support (as needed)
1.Perform professional service projects for customers remotely and onsite.
2.Diagnose and execute database, system, and product source code remedies on live customers servers.
3.Engage design engineering team as needed to provide ongoing feedback and act as liaison between engineering and customers.
4.Provide support for limited prerelease product versions
5.Maintain regional customer contact and entitlement information inside support help desk
6.Post external electronic news articles informing customers on new releases and important issues.
Qualifications:
1.8-10 years in combined relevant work experience or equivalent combination of education and work experience.
2.Be able to clearly communicate complex technical concepts to students of varying technical levels.
3.Proven record for exceptional follow-through and excellent organizational skills.
4.Extensive knowledge/practice of Appliances is highly desirable.
5.Excellent communication skills in Mandarin and English.
