Customer Success Learning and Development Specialist

**Company**:Tagmarshal

**Position**:Customer Success Learning and Development Specialist

**Commencement**:Immediate effect

**Contract**: Full-time

**Work hours**:8:30 AM- 5:00 PM

**Location**:Cape Town, South Africa

**Remuneration**: Commensurate with qualifications and experience

**Role summary**:
The Customer Success L&D Specialist will report to the Group Customer Success Manager. The successful individual will design learning in conjunction with the design team as well as design internal and external learning pathways and material for successful onboarding of staff and clients.

On an organisational level, your role is about understanding the organisation strategy and its future capability needs to identify learning priorities across the organisation. On an individual level, it’s about creating learning environments where employees can continuously develop to be their best.

You will ensure that ongoing learning is planned for clients as well as all levels of staff and the correct processes are in place and being followed by the wider team. This will require an understanding of quality assurance processes and coaching for new team members - and when new processes are trained in the organisation - to ensure compliance and effective change Management.

Tagmarshal is changing the world of Golf Operations through data and has developed leading traction in the USA, Europe, Canada, the UK, the UAE, Africa and the Asia-Pacific region. Our new team member is accountable, keen to learn, adheres to high quality standards and executes on results and plans within their team.

**WHY WORK WITH TAGMARSHAL?**

Opportunity to work with a dynamic, innovative, globally operating, growth-stage tech company offering exciting opportunities and challenges.

**RESPONSIBILITIES**:
**L&D GENERAL**

and methods, and utilise multimedia tools to enhance the learning process

training needs
- Conduct training needs analysis and skills gap assessments
- Create engaging learning activities and compelling course content
- Perform assessments of learners as required
- Engage with external facilitators to arrange training and development workshops
- Drive a culture of continuous professional development
- Drive a coaching culture in the organisation
- Continuously monitor and evaluate the efficacy of learning resources and knowledge

transfer to team members

**EXTERNAL CURRICULUM DEVELOPMENT**
- Evaluate existing client-facing training and make recommendations for revisions and

enhancements
- Re-design layout and format of learning in Learning Management system to achieve

learning outcomes and drive completion rates
- Design and develop external client curriculum based on organisational and strategic

outcomes as well as outcomes agreed upon with Customer Success and Executive team
- to include seasonal requirements, onboarding of new clients, feature releases etc.
- Design and develop instructional materials e.g. online learning content, learner guides or

manuals, process documents, online learning webinars, workshops for external clients

**INTERNAL CURRICULUM DEVELOPMENT**
- Evaluate existing company training and make recommendations for revisions and

enhancements
- Design blended learning for internal onboarding curriculum based on current new hire

onboarding requirements and in collaboration with key stakeholders including HR
- Design blended learning curriculum for team-specific, skills-based training e.g. sales,

technical training, customer support etc.
- Design and develop instructional materials e.g. online learning content, learner guides or

manuals, process documents, online learning webinars, workshops for staff
- Design blended learning to teach golf course flow, terminology and understanding the

golf operation for non-golfers

**REQUIREMENTS**:

- Experience with the ADDIE model for creating effective learning/training deliverables
- Experience in creating training and skill gap analysis
- Experience using Bloom's Taxonomy to develop appropriate learning outcomes
- Ability to work with course creation software and various learning enhancement tools
- Proficient in Google Suite, additional presentation software and LMS and CMS

administration
- Experience with educational video production, development, and editing preferred
- Train the Trainer (TTT) experience preferred
- Ability to work collaboratively and effectively with multidisciplinary internal teams
- Ability to effectively manage multiple projects at the same time, prioritise tasks, identify

and mitigate risks, and meet tight deadlines while still maintaining high-quality work
- Basic familiarity with evolving learning/training strategies such as blended learning,

microlearning, and training on-demand
- Strong verbal and written communication skills

**RELEVANT EDUCATION AND EXPERIENCE**:

- Minimum two years experience in an Instructional Design, eLearning Development, or

Corporate Training role
- Proven experience in learning and development is