Customer Training Content Manager

Overview

MyPass Global is a multi-award-winning workforce compliance software company. Our cutting-edge technology helps companies in high-stakes industries reduce risk, save up to 70% on back-office costs, and create safer work environments through our digital workforce solutions.

With our industry-first digital Skills Passport, workers can seamlessly manage their training and competency information. In essence, we are building a global worker credentialing platform designed to create safer, more connected, and agile workplaces. As we rapidly expand with offices worldwide, we are seeking the next generation of innovative MyPassers to join us in shaping the future of our industry.

The Role

- The key purpose of the role is to create training artefacts (written/video/in person via web) that ensures both internal and external customers have full knowledge and understanding of the MyPass product, and can effectively utilise the product as required. This role researches, develops and delivers in-depth product training content and focuses on helping customers maximise their investment in our solutions.

Day to Day

- Development and management of the MyPass Academy.
- Engagement with internal and external stakeholders to seek feedback on the Academy, and iterate to improve the offering over time.
- Demonstrate and maintain a deep understanding of the company’s products, customers and markets.Be the go-to expert for internal and external product-related queries and issues.
- Utilise customer relationships to collect feedback.
- Work with internal stakeholders to use this feedback to influence design and direction of the product’s development.
- Partner with the internal training team to understand their needs and co- create content for the business.
- Create scalable training contentFoster strong relationships across the Support, Product and Success teams, and act as customer champions within the business.
- Participate in product release planning and provide input from a customer success perspective.
- Use data to identify opportunities for improving customer success processes and product features.
- Track and report on key metrics such as customer NPS, product feature usage, and support resolution times.
- Identify opportunities and initiatives to address and improve key metrics.
- Partner with the business to implement and drive these initiatives.
- Participate in team and company wide events and activities.

The Ideal MyPasser

- Demonstrated experience developing training materials in a variety of different mediums.
- Understanding of training delivery methods andtakes a proactive approach identifying gaps and opportunities
- Takes initiative to identify possible approaches and solutions to opportunities in the business
- Brings a customer centric approach to developing and delivering training programmes.
- Seeking to understand the problem to be solved and tailoring solutions to each.
- Analysing and using dataInnovation- scalingEngaging customers to seek insights andTechnical competence across the Microsoft suite and other relevant technologies
- A focus on creating exceptional customer experiences across one to one and one to many interactionsCollaboration with MyPass Teams
- Communication SkillsProblem-Solving/Critical thinking
- Curiosity and a desire to understand why and how things work
- Help bridge the gap between the customer success team and the product development team.

Life at MyPass

- Extra time off – 20 days annual leave, plus 3 additional days during our Christmas shutdown, birthday leave, study leave, and volunteer leave each year
- Hybrid and flexible – Work from home or our CBD-based, pet-friendly office
- Wellbeing focus – Free subscription to the WithU health app, office yoga and pilates, and a wellbeing policy that supports what works for you
- Learning that works for you – $1,000 annual learning budget and access to online and in-person development opportunities
- Support when you need it – Access to our Employee Assistance Program (EAP)
- We value great people – A generous referral program when you help us find new talent

At MyPass Global, we are committed to fostering an inclusive, supportive workplace where everyone can thrive. We strongly encourage applications from individuals of all backgrounds, including underrepresented groups in tech, who may not meet every listed requirement but are enthusiastic about the role. We are proud to be an equal opportunity employer.

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