Partner Accounts Trainer

Norwalk | Rochester

Datto is proud to have created a one-of-a-kind ecosystem of MSP (Managed Service Provider) partners who provide Datto cloud based software and technology solutions to over one million small to medium businesses across the globe. Datto has created a workplace that values innovation, transparency, collaboration and open communication - we do our life’s work and we do it together.

A Look Inside the Job:

As a Partner Accounts Trainer, you'll be responsible for all aspects of preparing Finance employees to take calls for new or existing accounts. You'll follow a training path for new employees and ensure that new account training is set up and organised for all involved, to ensure that go-live dates are smooth. You'll also provide one on one support to agents as necessary, check training daily for progress or any unusual activity, and document pertinent details as the training progresses.

Duties include but are not limited to:

  • Working closely with team managers to understand how changes affect them etc
  • Content development / developing training modules 
  • Control change management frame works 
  • Develop internal playbooks
  • Translate data into a story telling experience
  • Develop internal and external communication 
  • Performance coaching for the entire team
  • Complete Orientation with new hires.
  • Set daily training meetings for New hires first week.
  • Ensure that new agents are set on their proper training track.
  • Assign new agents their courses for the day and monitor progress
  • Follow up as needed on the overall path of each individual, grade assessments as necessary.
  • Group or one on one follow-up to ensure account knowledge is accurate.
  • Account review once training is complete.
  • Test calls and/or role play depending on the group/agent/skill.
  • Advise management of any chat rooms which an agent needs to be added.
  • Live monitor first calls and support the agent through via chat if needed.
  • Provide feedback on calls.

Must haves:

  • Content development experience
  • Experience developing modules
  • Experience within change management frameworks 
  • Experience developing playbooks
  • Experience within developing internal and external communications 
  • Performance coaching experience
  • Able to translate data into understandable and relatable language
  • Excellent verbal and written skills
  • Ability to work independently 
  • Flexibility
  • Very good Organisation/documentation skills

Bonus Points:

  • Call centre experience
  • Previous training experience
  • Experience training Finance divisions 
  • Remote position experience 

More about Datto: 

As the world’s leading provider of cloud-based software and technology solutions delivered by managed service providers (MSPs), Datto believes there is no limit to what small and medium businesses can achieve with the right technology. Datto offers Unified Continuity, Networking, and Business Management solutions and has created a one-of-a-kind ecosystem of MSP partners. These partners provide Datto solutions to over one million businesses across the globe. Since its founding in 2007, Datto continues to win awards each year for its rapid growth, product excellence, superior technical support, and for fostering an outstanding workplace. With headquarters in Norwalk, Connecticut, Datto has global offices in the United Kingdom, Netherlands, Denmark, Germany, Canada, Australia, China, and Singapore. Learn more at datto.com

At Datto, we believe our employees are our greatest asset and offer all full-time employees a wide-ranging benefits package, including:

  • Comprehensive health-care benefits
  • Free lunch every Friday
  • Flexible paid time off policy
  • Free food, drinks, and fresh organic fruit
  • Fitness reimbursement
  • Charity match program
  • Education reimbursement
  • And more!

 

By submitting an application, you acknowledge we will process your data in order to consider you for the position you apply for and for other open positions within our company for which you may be suited.  We collect and store your data in accordance with our Recruiting Privacy Practices.

Datto is an equal opportunity employer.

Partner Accounts Trainer

Demographic Questions

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