Senior Client Experience Trainer at Movable Ink

| Greater NYC Area
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Movable Ink is a software company that provides marketers with technology and expert services to create unique customer experiences. Founded in 2010, Movable Ink pioneered contextual experiences in email and has powered over 1.5 trillion content impressions worldwide. More than 700 of the world’s most innovative brands rely on Movable Ink to create unique, relevant, and compelling visual experiences across email and web at the moment of engagement.

Movable Ink is looking for a Sr. Client Experience Trainer to support the strategy and best practices of the Client Experience (CX) organization. This role will support our vision of enabling each CX team member to achieve their full potential. This individual will be responsible for documenting, communicating, and implementing best practices in account management, strategy and solutioning across the CX team. Long term, this individual will partner with senior leadership to build a framework that allows our CX organization to efficiently and effectively train our clients, driving engagement and sophistication within our client base.

The role will be reporting to SVP, Client Experience

Responsibilities of the Sr. Client Experience Trainer:

  • Build strong relationships and rapport with the CX team and leadership to gain a firm understanding of the CX organization
  • Assess the training needs of individuals, teams, and the CX organization as a whole and develop quarterly training programs that meet those needs
  • Support CX management with the onboarding needs of new members and newly promoted members of the CX team
  • Support each member of the CX organization with ongoing training and resources that instill best practices and uplevel their skillset
  • Partner with CX leadership and other stakeholders to manage the full training cycle including content development, event logistics, and accountability & measurement
  • Enable the CX team through efficient processes and systems (Gainsight, Zendesk, Smartsheets, etc.) 
  • Support company-wide initiatives such as new product launches and strategies
  • Work towards developing a framework for efficient and effective client training that drives sophistication across our key client base

Basic Qualifications:

  • 3+ years in a Client Experience role within a SaaS environment
  • Proven knowledge of account management best practices
  • Hands on experience training and/or mentoring individuals within a Client Experience/Customer Success environment

Preferred Qualifications:

  • Ability to juggle multiple tasks, priorities, and multiple internal stakeholders simultaneously
  • Strong listening skills, curiosity & eagerness to better understand the inner workings of MI
  • Ability to effectively engage executive leadership
  • Strong communication & presentation skills; proven ability to engage training attendees both in person & remote; ability to own the room
  • Experience working in Martech or a solid understanding of the digital marketing landscape


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Technology we use

  • Engineering
  • Sales & Marketing
    • GolangLanguages
    • JavascriptLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • CSSLanguages
    • HTMLLanguages
    • ReactLibraries
    • Ember.jsFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SparkFrameworks
    • TensorFlowFrameworks
    • MySQLDatabases
    • PostgreSQLDatabases
    • AWSDatabases
    • KubernetesDatabases
    • SalesforceCRM
    • MarketoLead Gen

Location

5 Bryant Park, New York, NY 10018

An Insider's view of Movable Ink

What’s the vibe like in the office?

"Work hard, play hard" is a great way to describe the Movable Ink vibe. It's inspiring to be part of a team that is so committed, yet fun and exciting. Being at a place that is able to challenge you, but also make coming to work so easy is truly a gift, and Movable Ink is able to achieve that on a daily basis.

Tristan

Learning & Development Specialist

How do you collaborate with other teams in the company?

The CX team is lucky to work w/ many others at our company! Day to day, I partner with our Sales reps, who helps us w/ account planning, strategy & growth opps for our clients. I also lean on the Solutions team to increase app sophistication. The Client Strategy team also supports the CX org by sharing vertical best practices & discovery tactics.

Noomie

Client Experience Manager

What are some social events your company does?

Movable Ink does a plethora of social events geared for employees and the community. Every month there seem to be more than a dozen events that bring together employees and parts of the outside community. Anything and everything along the lines of a cocktail competition to seasonal sport leagues are fair game for a Movable event.

Addiel

Information Security & Compliance Coordinator

What are Movable Ink Perks + Benefits

Movable Ink Benefits Overview

One of the best things about working at Movable Ink is the amazing company culture we have! We are very proud to say we were recently named one of Inc. Magazine’s Best Workplaces of 2019! https://movableink.com/blog/inc-best-places-to-work-2019/

Culture
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
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