Training and Education Manager

Reading (Flexible / remote)

Job description

Reports to Head of Marketing

 

Role purpose

 

  • To provide customers with the very best help and support material in the industry to ease usage and increase adoption of the software
  • To keep the help and support material continuously updated
  • To ensure all customer needs are addressed across a variety of mediums including video and written formats
  • To help co-ordinate the new product information internally alongside the product team

 

Key responsibilities:

  • To delight Dynamic Planner financial advice firms by creating and maintaining the very best in class help and support
  • To work alongside client success and within marketing to create training material for 6,500 Dynamic Planner individual users
  • To continuously use customer feedback to understand customer demands for training and development materials
  • To address all part of the customer journey through Dynamic Planner using helpful hints tips and guides from onboarding through to adoption
  • To understand the variety of customers and firms within the Dynamic Planner customer base and produce training materials fit for purpose across a variety of mediums including video and the written word
  • To understand how financial advice firms work in the field to closely reflect how the software is being used in situ
  • To work alongside the product team to ensure all new product developments are brought to market with user guides and support materials
  • To work alongside the Investment Services team to articulate the investment proposition in an elegant fashion and drive use of our preferred solutions
  • To work closely with client success and account managers to create story boards and use cases
  • To work with marketing colleagues to produce videos and written user guides
  • To help move Dynamic Planner from a predominantly telephone and email-based support organization to one with a digital first training and support function
  • Contribute towards the client accreditation program
  • Help with the training and education of our teams internally on new products and services coming from Dynamic Planner, by ensuring an efficient and productive dissemination of information in a co-ordinated fashion alongside the product team
  • To continuously monitor and provide feedback on training and support materials
  • To continue to adapt training and support materials ensuring nothing is outdated
KPIs and Measures:
  • Customer satisfaction score
  • Reduction of incoming cases
  • Volume of help and support materials being created, and maintained
  • Consistent reporting of consumption
  • Increased client retention and uptake of additional Dynamic Planner services/modules
  • Strong cross-departmental working relationships
Key Deliverables: Volume and quality of:

  • Videos
  • PDFs
  • How to guides
Key Stakeholders:
  • Customers/firms
  • Marketing
  • Client success
  • Product
  • Investment services
Competencies (knowledge/skills/experience):
  • Very good understanding of how a financial advice firm operates in the field
  • A good understanding of how new software is adopted in a business
  • Ability to create written documents using variety of inputs from other colleagues
  • The ability to work with multiple stakeholders to gather thoughts and opinions and distill into a concise format
  • Modern technologist at heart, with a passion for using tech to drive efficiency
  • Knowledge of video production advantageous but not essential
  • Impeccable written and oral communication skills
  • Smart, curious about technology and a willingness to learn
Education & Qualifications:
  • Qualified financial adviser ideal but not essential
  • Educational qualifications that could include communications, business, marketing or media desired, but not essential
  • For this role a passion for communication and customer service in the world of financial advice is more important than official education or qualifications

About us

Dynamic Planner’s core purpose is helping financial advice firms to match people with suitable portfolios through engaging financial planning. We do this so that people can fund the things that are important to them in life.

We have exciting 2025 vision and strategy that sees us building our business with great talent as part of a winning organisation. Our team say we are a brilliant place to work with a clear purpose for our people and our clients. We continue to invest in our people and technology – it really is a great time to join us.

Apply with your CV and a short cover letter explaining why you are our ideal candidate to recruitment@dynamicplanner.com

We really appreciate every interest in our company, but we are able only to reach out to the candidates who match our needs the most. You can always keep in touch with us on LinkedIn, Twitter, and via our website.

Working at Dynamic Planner

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