Snowflake EDUCATIONAL SERVICES COORDINATOR 

India, Telangana, Hyderabad 

881525542

PRIMARY RESPONSIBILITIES:

● LMS administration to create and support global platform training events, virtual and in-person public and private training events in multiple time zones, 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 non-APAC-based customers and internal teams which will 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.

● Provide time zone-specific coverage for SGT and IST.

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: Familiarity with event management and coordination. 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 AUS and NZ deliveries along with general coverage for all APAC clients.

● 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.

● 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 that 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!