Signal is hiring a

Product Trainer / Support Analyst

Greater London, United Kingdom

About Signal - Who are we?

At Signal we want to help organisations identify risks and opportunities and see movements in the market before anyone else. We want to help leaders take bold decisions, safe that the data is on their side. We want to connect all those external data points together, uncover the unknown unknowns, and be at the very heart of the knowledge economy.

We’ve already built a world-class artificial intelligence platform for real-time information aggregation and analysis at a massive scale. We proved our value with monitoring and measurement products in the PR&Comms space, and are now joining the dots beyond.

We are friendly and informal people who are passionate about our brand as we all have a stake in our success. We have an inclusive environment, welcoming the skills and experience from many diverse backgrounds, and together we have created who we are and what we sell. We are proud of our achievements and continue to strive for the unknown.

We have just completed our $25 million Series C funding round, bringing our total funding to date to $49.5 million. This latest funding round is led by Redline Capital with participation from existing investors including MMC Ventures, GMG Ventures and Hearst Ventures.

About the role - Who are you?

Our Product Operations Team is the key link between our clients and Signal. We are looking for a self-starter who can deeply understand what matters most to our customers and use these insights to support & optimise their experience. This position is responsible for supporting our clients on a consultative basis to optimise product configuration to increase product value.

The role has great growth potential, and you will be given the opportunity to explore different facets of the business, including Sales, Customer Success, Product and Data-Science. At the same time, you’ll be given a full introduction to the world of start-ups, giving you an amazing insight into the Digital, Technological and Professional Services industries.

The day to day responsibilities - What will you be doing?

The Product Trainer / Analyst will be one of the go-to people in the organisation for training our users on the Signal platform, guiding them through all of our features both remotely and face to face to ensure that they become Signal power users. They will also work on providing technical support across multiple channels to ensure that our users can make the most of Signal’s technology. The role will be a split 50 / 50 between both support and training. In addition to this, the individual will be pivotal in driving the production of educational materials, to ensure that our users can self-serve, and to increase internal and external knowledge of all things Signal related.

Responsibilities include:

  • Training our users both remotely and face to face to ensure they know how to use all features on the Signal platform
  • Run webinars, workshops and training events to help users gain the most out of the Signal platform
  • Support our client base by responding to client inbound requests in a timely and concise manner as so to eliminate the likelihood of repeat issues. Offering technical support via a variety of channels; chat, email and phone
  • Liaising with Customer Success and Sales teams about client sessions; feedback, product ideas, etc
  • Managing the production of training materials, including updating outdated guides / videos and ensuring best practice across the process to guarantee these guides are consumed effectively
  • Partnering with teams across the organisation to ensure they can use the Signal platform effectively, running internal sessions to demonstrate new features and troubleshoot issues our Commercial teams may be facing

Requirements

Knowledge, skills and experience - What does it take to be successful?

  • Previous experience in a Product Trainer or Technical Support role
  • Exemplary interpersonal, verbal communication and presentation skills
  • Customer-facing experience in a B2B environment, Public Relations experience would be a bonus
  • The ability to take complex ideas and explain them clearly, concisely and effectively
  • Experience using screen share and conference call software
  • Able to use of technical tools; Salesforce, Kibana, Jira, etc (not essential, but a great bonus)
  • Mac-literacy
  • Attention to detail is essential
  • A passion for new technology
  • A good degree from a reputable university
  • Ability to work hard, absorb information quickly and adapt to a fast-paced start-up environment to deliver under pressure

At Signal, we strongly believe that diverse teams perform better. We are committed to building and fostering an inclusive environment where our employees feel welcomed, valued and listened to - an environment where they can thrive being their true selves.

Benefits

What’s in it for you?

  • Competitive salary
  • Share options
  • Flexible working
  • Pension plan
  • Enhanced Maternity Policy
  • Unlimited holiday entitlement
  • Company MacBook & Apple equipment


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