Snowflake is seeking an Educational Services Specialist dedicated to supporting all aspects of training delivery and providing exceptional support for our customers/partners/internal teams located globally.

This position will be part of the Education Services Operations team and work closely with curriculum development and other program teams to manage the day-to-day of a fast-growing, customer training business. This role requires solid experience with for-fee training offerings, pre-paid order backlog tracking/burndown, customer outreach, and revenue reporting. The role will also be supporting our growing On-Demand (e-Learning) training catalog and learners which includes LMS and eCommerce administration, content management, pre-paid/bulk order and Training Credit management, and global customer support. 

PRIMARY RESPONSIBILITIES:

• Take ownership of the pre-paid training backlog and provide proactive customer outreach for backlog burndown.
• LMS administration to build, configure and organize On-Demand courses for customer consumption.
• Provide support for the On-Demand training program including new course roll-outs, course revisions, student inquiries, issue management, pre-paid/bulk registrations, badge issuance, and policy enforcement.
• Create and manage post-training surveys for On-Demand courses.
• Provide eCommerce support and assist with customer payment issues, refunds, discounts, invoicing, and general inquiries.
• Accurately maintain monthly/quarterly revenue, expense, student consumption, and enrollment reports.
• Accurately maintain backlog reports and ensure customers are notified of unused purchases and expiration dates.
• Provide troubleshooting support (enrollment help, login issues, badge support) for On-Demand students.
• Take an active role in content uploads (video files, .srt files for subtitles, SCORM, etc.) and course configurations in the LMS and ensure customer notifications are configured appropriately.
• Work with the On-Demand curriculum team to create and maintain internal “How To” articles, process documentation, notification templates, etc.
• Provide time-sensitive support for our SnowPro Certification program as needed for customers and internal teams. 
• Work with the curriculum team to ensure labs are ready before a new On-Demand course release.  Support lab password resets and expiry issues after course release. 
• Basic Salesforce knowledge of opportunities, quotes, accounts, contacts etc., and ability to build and maintain Salesforce reports.
• Assist with course release/roll-out process by completing task assignments by required due dates.
• Assist with localization support of On-Demand training materials. Includes uploading MP4s to get .srt files, managing files during the QA process, and uploading the files to course videos.
• Provide additional support for program managers with an understanding of the setup and functionality options for On-Demand course delivery in our LMS platforms.

KEY FOCUS AREA :

• Customer Training Business Knowledge: Keen understanding of the business requirements to meet revenue and margin goals. Familiarity with technical training techniques and methodology that creates a highly effective end-user training experience.  
• Content Management: Participate in weekly course roll-out meetings; ensure completion of the necessary tasks for the successful delivery of new or updated course offerings.
• Training Delivery: Participate in weekly/monthly meetings and actively communicate with program owners (via email, Slack) and the On-Demand curriculum team to ensure all customer inquiries are handled appropriately and in a timely manner.

OUR IDEAL CANDIDATE:

• BA/BS degree and 3-5 years of experience with customer education including On-Demand/E-Learning program support (both free and paid training).
• Exceptional communication skills while multitasking in a fast-paced environment
• Self-starter that can prioritize and complete work on concurrent projects and tasks
• Acute attention to detail 
• Adept at policy and process formulation with cross-functional collaboration
• Knowledge of LMS administration (OpenEdX and/or SeerTech LMS a plus), Salesforce, GSuite (ex. google sheets/docs, Gmail, groups, calendar), MS Excel, Tableau and/or other BI tools, SurveyMonkey, Credly, Trint, Brightlink, PearsonVUE/Mindhub.
• Experience with course release and revision processes 
• Experience with supporting e-learning content and troubleshooting e-learning user issues 
• Willing to work hours that partially overlap with our US team on EST.