Snowflake EDUCATIONAL SERVICES COORDINATOR 

United Kingdom, England, London 

836152006

Primary Responsibilities:

• LMS administration to create and support public and private training events in multiple timezones, regions, currencies, etc. as well as other training offerings like On-Demand Courses and Certification Exams.
• Provide support for the SnowPro Certification program including candidate inquiries, account management, exam registrations, badge issuance, and policy enforcement.
• Manage regional public and private class schedules, instructor assignments, facility/classroom reservations, student registration, class rosters, post-class surveys, and instructor-led class logistics.
• Provide eCommerce support and assist with customer payment issues, refunds, discounts, invoicing, and general inquiries.
• Provide support as needed for global customers and internal teams which may require after/off-hours support.
• Accurately maintain monthly/quarterly revenue, expense, utilization, and enrollment data and reports.
• Accurately maintain backlog reports and ensure customers are notified of unused purchases and expiration dates.
• Create and maintain internal “How To” articles, process documentation, notification templates, etc.
• Provide internal LMS system support by responding to inquiries regarding instructor assignments and system access.
• Coordinate the distribution of training materials to customers via the LMS platform in accordance with Snowflake policies.
• Manage the provision and distribution of student lab access as required.
• Basic Salesforce knowledge of opportunities, quotes, accounts, contacts, etc., and the ability to build and maintain Salesforce reports.
• Communicate with regional sales teams to provide public schedule updates, promotions, course updates/releases, and other announcements as needed.

Key Focus Areas:

• Customer support: Providing exceptional support to our current and potential customers and partners through cases, email, chat, documentation and FAQs.
• Customer Training Business Knowledge: Keen understanding of the business requirements to meet revenue and margin goals. Familiarity with technical training techniques and methodology that creates a highly effective end-user training experience.
• Provide excellent customer and instructor support for EMEA-based deliveries along with general coverage for global clients as needed.
• Training delivery: Participate in weekly scheduling meetings with Delivery management and provide required data for keep/cancel decisions, confirm and communicate instructor assignments, and ensure the LMS, Instructor Schedule and all related reports are accurate.

Our Ideal Candidate:

• BA/BS degree and 3-5 years of experience with resource and customer training coordination.
• Exceptional communication skills while multitasking in a fast-paced environment
• Self-starter who can prioritize and accurately complete work on concurrent projects and tasks with minimal supervision
• Acute attention to detail
• Learns quickly and takes both initiative and responsibility for their work
• Adept at process formulation and cross-functional collaboration
• Knowledge of SeerTech (LMS), Salesforce/Financial Force, GSuite (ex. google sheets/docs, Gmail, groups, calendar), Slack, Salesforce Cases (or other case management tools), MS Excel, SurveyMonkey, Tableau (or other BI tools) is a big plus!