Title: Knowledge Network Specialist (9-month contract)
ID: PRO00006286

Description

Project Summary and Position Overview :

The success of Knowledge Live will be defined by how efficiently we connect our customers training needs with the right specialists, at the right time. The Knowledge Live Specialist will provide our customers with "the Knowledge to Act". Our customers will view the Knowledge Live Specialists as experts in understanding their needs, challenges, and market workflow.

The Knowledge Live Specialist will build service and training focused relationships with allocated end users to ensure connectivity, product adoption and success and thereby maximise customer satisfaction, loyalty and retention.

Essential Day-to-Day Responsibilities:

The Knowledge Live Specialist will be responsible for fulfilling the training needs of customers with workflows where the specialisation in product, market, and asset-class can be distinctively mapped. The role will encompass a mix of :

(1) proactive outbound activities to engage advanced users and generate training opportunities

(2) reactive training activities in response to complex customer needs and

(3) delivering engaging pre-scheduled group Knowledge Live sessions

At the end of the Knowledge Live interaction with a specialist, the customer should have received relevant training, value-added guidance on embedding the product in their daily workflow.

Key responsibilities:

- Deliver world-class virtual instructor-led training sessions based on customer workflow
- Drive and support quarterly campaigns and achieve allocated training targets
- Create and maintain accurate contact and activity records in the CRM system.
- Continuously build personal knowledge and maintain specialisation in the financial markets, Thomson Reuters products and customer workflows.
- Proactively collect, analyse and share customer feedback with internal stakeholders.
- Generate sales leads and work with virtual account teams to increase retention
- Work with the content and production teams to provide feedback and advise on the training curriculum
- Complete the "Knowledge Live Specialist" certification program
- Assist Knowledge Live Associates in delivering training sessions
- Provide guidance and feedback on initial Knowledge Live calls acting as a mentor and coach to Knowledge Network Associates
- Contribute to creating a productive working environment and help enhance specialist knowledge within the team.

At Thomson Reuters, we deliver intelligent information quickly and efficiently, so professionals have knowledge to act. We combine industry expertise with innovative technology to deliver critical information to leading decision makers in the financial, legal, tax and accounting, intellectual property and scientific, healthcare, and media markets, powered by the world's most trusted news organization.

Qualifications

Required Skills :

The Knowledge Live Specialists will set the standard within Thomson Reuters and will be recognised as a "go-to" resource for information about products and content. Knowledge Live Specialists will be considered as "best in class" trainers and become role models for Associates. They will assist colleagues in overcoming the initial challenges and will successfully implement and increase acceptance of Knowledge Network both internally and externally.

The Knowledge Live Specialists will have specialisations in any or all of the below, these are briefly described below:

- Product and Market Knowledge
- Knowing our customers & their workflows
- Training & Customer Service

At Thomson Reuters, we believe what we do matters. We are passionate about our work, inspired by the impact it has on our business and our customers. As a team, we believe in winning as one - collaborating to reach shared goals, and developing through challenging and meaningful experiences. With over 55,000 colleagues in more than 100 countries, we work flexibly across boundaries and realize innovations that help shape industries around the world. Making this happen is a dynamic, evolving process, and we count on each employee to be a catalyst in driving our performance - and their own.

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, gender, national origin, religion, sexual orientation, disability, age, or any other protected classification under country or local law. Thomson Reuters is an Equal Employment Opportunity/Affirmative Action Employer.

Intrigued by a challenge as large and fascinating as the world itself? Come join us.

To learn more about what we offer, please visit careers.thomsonreuters.com.

More information about Thomson Reuters can be found on thomsonreuters.com.

Job: Product/Process Training
Primary Location: Japan-Tokyo
Organization: Markets Direct
Schedule: Full-time
Job Type: Temporary Work