Position Description
The role of Trainer - India within Gale's Academic Outreach and Engagement team is pivotal for enhancing sales retention by delivering comprehensive product training and engagement support to ensure optimal customer satisfaction and utilisation of digital products. Focused on training and facilitating product implementation, you will drive adoption of Gale's offerings among academic institutions, libraries, students, and Gale sales teams across India. This position will closely collaborate with the Director of Academic Outreach & Engagement, the Gale India Sales Team, and Product and Marketing teams to devise strategies aimed at boosting sales, activating products, and retaining customers.
Key Responsibilities:
- Develop and maintain in-depth knowledge of Gale's extensive academic product portfolio.
- Conduct digital training and support for customers throughout the sales cycle, aiming to exceed expectations and identify service opportunities.
- Plan and deliver effective onsite and remote implementation sessions for customers.
- Provide ongoing digital product support aligned with customer curriculum needs post-sale.
- Deliver monthly updates to the Director of Academic Engagement and daily updates in Salesforce.
- Conduct quarterly check-ins to assess customer success and implement retention strategies.
- Collaborate with sales teams to ensure strategic adoption of Gale resources.
- Take proactive measures to enhance customer experiences and address issues promptly.
- Provide feedback to Product, Marketing, and Sales teams through Salesforce to improve customer engagement and satisfaction.
- Build strong relationships with faculty and librarians at universities in India to maximise resource utilisation.
- Develop course correlations, faculty research alignments, and LibGuides to drive Gale resource usage.
- Create and update training materials in a shared team library.
- Represent Gale at industry events and contribute to academic blogs and social media.
- Collaborate with training teams in North America and EMEA to align strategies and resources effectively.
- Flexibility for extensive travel
Skills/Knowledge:
- Experience in Library Sciences or information services industry preferred.
- Strong training and presentation skills, with extensive public speaking and group facilitation experience.
- Proficient in computer-based technology and adept at adapting training course designs to suit diverse audiences.
- Excellent oral and written communication skills, capable of effectively engaging with academics and librarians.
- Customer-oriented with proven ability to build and maintain effective relationships.
- Advanced proficiency in MS Office Suite and web tools; skilled in using PowerPoint for training purposes.
- Strong organisational and travel planning abilities.
- Familiarity with library research solutions and a keen customer focus.
- Exceptional listening skills and adept at managing relationships within large academic institutions.
- Ability to absorb and convey detailed product information effectively.
- Self-motivated and dynamic, with a passion for humanities.
- Ability to connect effectively with individuals at all organisational levels and across different language backgrounds.
- Flexible and adaptable to changing circumstances.
- Willingness to travel approximately 10-15 days per month, including occasional weekends.
Desirable Role Requirements:
- Experience in Higher Education and/or Academic Libraries, with proficiency in digital learning products and Learning Management Systems (LMS) preferred.
- Proven track record in digital product training within educational environments, including familiarity with platforms like Canvas, Blackboard, and D2L.
- Possession of a recognized training qualification (e.g., CITP) is advantageous.
- Ability to collaborate effectively in group settings and facilitate consensus-driven decision-making.
- Some background in sales skills or soft skills training.
- Familiarity with Adobe Captivate, Camtasia, and Vidyard for creating training materials.
