Customer Success Trainer
The Customer Success Trainer role is pivotal in ensuring Aristocrat's teams are equipped with the skills to deliver flawless and ambitious projects. This role involves conducting functional and technical product training using various delivery methods, including face-to-face, virtual, telephone, and remote desktop delivery, to drive product proficiency and customer success.
Key responsibilities include providing on-site pre and post-installation training and support for Aristocrat's Venue Management Systems, applications, and web-based products. The trainer will develop structured training courses and supporting documentation, cultivate and maintain strong customer relationships, and update service tickets with crucial information. They will also contribute to the development of new products, assist with Operational Acceptance Testing, and support the sales process by contributing knowledge and operational insights.
This position requires working effectively with customers, product developers, customer support, and sales to ensure the successful implementation of company products. The role also involves providing outstanding customer service by efficiently handling client calls and service requests through Salesforce, ensuring all interactions are accurately recorded and actioned, and participating in and supporting the overall CXS strategy. Hosting live webinars on system products and relevant topics is also a part of the role.
- Conduct functional and technical product training using various delivery methods including face-to-face, virtual, telephone, and remote desktop delivery methods, driving product proficiency and customer success.
- Provide on-site pre and post-installation training and support for Aristocrat's Venue Management Systems, applications, and web-based products.
- Develop structured training courses and supporting documentation.
- Cultivate and maintain strong customer relationships.
- Update service tickets with crucial information, track issue resolution progress, and raise technical or customer concerns to senior technicians or management when appropriate.
- Contribute to the development of new products and assist with Operational Acceptance Testing (OAT).
- Support the sales process by contributing knowledge and operational insights for new bids, tenders, and customer engagements.
- Work effectively with customers, product developers, customer support, and sales to ensure the successful implementation of company products.
- Provide outstanding customer service by efficiently handling client calls and service requests through Salesforce, ensuring all interactions are accurately recorded and actioned.
- Participate in and support the overall CXS strategy.
- Host live webinars on system products and relevant topics.
- Exceptional customer service skills with a genuine passion for helping people and delivering outstanding customer experiences. (required)
- Formal training qualifications (Cert IV desirable). (preferred)
- Strong solid understanding of Microsoft Office Suite (Word, Excel, and PowerPoint) to support reporting, documentation, and customer communications. (required)
- Background in cashflow analysis related to the gaming industry or a solid grasp of financial analysis. (required)
- Extensive experience in the technology sector. (preferred)
- Knowledge of club and/or hotel operational procedures (advantageous). (preferred)
- Considerable hands-on experience in delivering formal training programs. (required)
- Outstanding presentation, organisational, oral, and written communication skills, including the ability to write training and procedural documentation. (required)
- Demonstrated ability to work collaboratively across all areas of the organisation. (required)
- Instructional competence combined with deep technical and interpersonal client-facing skills. (required)
- Demonstrated experience in application and technical training, preferably within the gaming sector, especially related to cash-flow analysis and reconciliation processes. (required)
- Ability to travel to customer sites to deliver training. (required)
Aristocrat Leisure Limited is an Australian gaming and technology company and one of the world's largest providers of gambling products. Listed on the Australian Securities Exchange and headquartered in Sydney, it designs and manufactures electronic gaming machines and casino-management systems, and runs sizeable online real-money gaming (Aristocrat Interactive) and mobile games (Pixel United) businesses. Founded in 1953, the group employs more than 7,000 people across over 20 locations worldwide. It is the largest gaming-machine manufacturer in Australia and among the biggest slot-machine makers globally.