Job Description 

The Project Specialist provides support to Skillsoft external and internal customers in multiple aspects of their e-learning program.  This position acts as a resource to other members of the Skillsoft team in areas that can include, but are not limited to: site builds, site upgrades, batch files, account reviews, evaluations and special projects. The Project Specialist is knowledgeable in all aspects of the deployment process both in the pre and post build phases.  They provide virtual support to Skillsoft’s accounts by working with the Account team to consult with clients regarding the platform customization requirements and to project manage site delivery.  Excellent telephone, communication and organizational skills are vital to the Project Specialist managing the deployment process.

Job Responsibilities

• Ensures that all inquiries and task assignments are responded to correctly, expeditiously and within pre-set deadlines
• Provides standard content mapping to compare Skillsoft courses to customers’ behavioral requirements with an understanding of competency development and the relevance to the organization’s training needs
• Conducts virtual Administrator and Manager training
• Participate in regularly scheduled team meetings, and task forces as required
• Creation of basic web pages and links with some design and graphics manipulation work
• Provide regular status reports to Project Specialist Team Lead on trends, problems and opportunities with suggestions on improvements or creation of tools to improve processes.
• Maintain workload measurement to be submitted to the Project Specialist Team Lead; i.e., task matrix
• Keep up-to-date on any newly released versions of Skillport and its administration tools
• Conceptual understanding of the IT, End User and Business Skills content in the Skillsoft Library

Gathering information as to client’s requirements with regards to the implementation and deployment of Skillsoft Products

• Preparing a detailed rollout implementation plan and provide guidance or advice on initial set-up of program
• Build client relationships by facilitating the resolution of client problems and concerns
• Manage client implementation/deployment and coordinate support activities
• Provide guidance on site configuration and deployment to upgrade existing customer sites to new versions of Skillport or guide them through a transition of an existing generic site
• Act in an advisory capacity to assist customer with optimal choices to roll out their program
• Support inside sales organization efforts in renewing and upgrading client contacts by engaging in the appropriate support activities with customers, such as creations of appropriate reports
• Develop and maintain virtual training sessions to assist customers to become self-sufficient in use of administrative/manager features on Skillport
• Participate in conference calls, project teams, task forces and surveys as required
• Partner with Customer Success Consultants, Learning Program Architects, and Application Engineers to advise clients on Skillport platform solution; create specs for site configurations; project-manage client implementation/deployment; coordinate fulfillment of all client action items
• Acts as a resource to other members of the Skillsoft team, serving as SME on platform functionality

Job Requirements

• Post-secondary education in a related field or an equivalent combination of training and experience
• Minimum three years’ experience in technology solutions and customer service
• General understanding of common web technologies (browsers, HTML); with familiarity with Internet.
• Excellent desktop application skills (Word, Outlook, Excel) with ability to learn new technologies and applications quickly as new application skills are required for the position
• In-depth knowledge of Skillsoft products and technology
• Experience or familiarity with the computer-based training market is a strong asset.

Skills Required

• Excellent customer service experience
• Professional manner with strong interpersonal skills; a team player and a relationship builder
• Excellent project management, time management and organizational skills; and the ability to perform under pressure
• Self-directed work habits, applied with creativity, resourcefulness and a sense of personal responsibility
• Strong consulting and virtual facilitation skills; demonstrating effective listening and communication skills
• Ability to communicate information and ideas clearly and concisely, orally and in writing with both clients and staff
• Ability to think strategically and plan for innovation/change; flexibility/adaptability
• Strong analytical, problem solving and troubleshooting skills, applied with a solution-focused attitude
• Ability to conduct small meetings and presentations, excellent facilitation skills
• Ability to advise clients on the Skillsoft library