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Partner Support

3 months ago

Manila, National Capital Region, Philippines Pax8 Philippines Inc. Full time

No matter who you are, Pax8 is a place you can call home. We are growing globally, and are now expanding across Australia, New Zealand and Asia.

Culture is important to us, and at Pax8, its business, and it IS personal. We are passionate, creative, and humorously offbeat. We work hard, keep it fun, and expect the best.

We Elev8 each other. We Advoc8 for our partners. We Innov8 continuously. We Celebr8 life.

Position Summary

The Partner Support & Services Trainer is responsible for the facilitation of all new hire onboarding sessions with Southeast Asia (SEA), as well as the coaching and development of the Partner Services organization. They will create, deliver, and update the training content used not only for the initial onboard of new employees but also for the ongoing development of the team. They will assist in scheduling and facilitating ongoing training sessions designed to both ramp-up new employees as well as keep current employees up to date on products and tools. They will also be responsible to assist in the capture, documentation, and maintenance of knowledge relating to both internal and external processes, procedures, and subject matter knowledge.

This role is based in Makati City, Metro Manila. Employees are expected to work from the office.

Essential Responsibilities (includes, but is not limited to):

Onboarding and training delivery

Schedules, manages, and facilitates, both in-person and virtually new hire onboarding sessions for all roles within SEA. Lead efforts in ensuring an engaging, inclusive, and positive onboarding experience for new employees in SEA. Act as a resource to all new hires, their managers, and any newly promoted managers with questions and supply necessary resources needed to successfully bring them onboard. Checks in with partner services new hires and their managers to confirm program is being executed as expected and to provide support as necessary. Works with Partner Services leaders to identify learning gaps and implement recommendations for improvements. Stays aligned with business strategy and translates into employee training programs. Supports the creation of partner services curriculum and content. Determines current knowledge and skills within the partner services organization and provides recommendations and appropriate training solutions. Onboarding training development & localization Supports the evolution of onboarding training content and delivery in SEA to respond to post-onboarding survey feedback, hiring manager feedback, emerging business needs and goals to continuously improve new hire class experience and competency levels. Coaching & Development Observes and coaches partner services team members to ensure they are advancing their technical and customer service skills, product knowledge, and their ability to effectively manage their workload. Uses tools and systems to listen on partner calls and provide detailed feedback. Supports the maintenance of consistent service standards by monitoring adherence to company policies and procedures, ensure clear and accurate information is delivered to partners, and a high level of professionalism is upheld at all times. Manages certification requirements by tracking certification deadlines, ensure team members complete necessary certifications, and provide support throughout the process. Personal development and training Drive your own personal development and performance improvements by participating in learning paths on Elev8, taking part in Learning & Development programs, receiving peer or manager coaching, taking on stretch projects or on the job training. Remains current and up to date with product/services technologies for all new products and software updates. Ideal Skills, Experience, and Competencies:Proven passion for technical training with the ability to create engaging, inclusive, and interactive learning experiences. Expert in using technology to deliver first-class training in person and virtually to remote employees. Understands business applications and is proficient with Microsoft Teams, SharePoint, and PowerPointKnowledge of Zendesk and Wrike preferred. Ability to evaluate the effectiveness of training programs and adapt according to an ever-changing landscape. Ability to consult with department leaders to assess training needs and develop suitable training programs. Highly organized, detail-oriented, and the ability to prioritize and multitask. Excellent communication, presentation, and interpersonal skills.Why Join Pax8?
Well, here are a few points of how we value our greatest assets:Be the first Work within a global business as the inaugural Partner Support and Services Trainer for the APAC region.We want to support you in both work and play. Sometimes there isn't enough time for the latter, which is why Pax8 offers an additional 2 weeks of bonus leave every year AND YES, the 2 weeks are available from your first dayIn addition to the above, we offer all our employees Private Health Cover. Beneficial for when life happens, and also for tax time tooUnlimited growth through our learning & development (L&D) programs in an environment that fosters internal promotions, helping you gain the necessary skills to reach the next step in your professional journeyConnecting with our community is important – which is why we have our donation matching program, DEI-B events, and our employee resource groups to ensure everyone feels at home at Pax8.