Job Description

Aareon is Europe’s established provider of SaaS solutions for the real estate industry and a pioneer of the sector’s digital future.
With its software solutions, Aareon connects people, processes, and properties—bringing the industry closer together. With the Aareon Property Management System, based on intelligent software solutions, the company enables the efficient management and maintenance of residential and commercial properties and creates digital experiences for all stakeholders.
As a reliable and innovative partner, Aareon is committed to progress, positive change, and sustainable living and working spaces for everyone.

We value a working environment in which diversity and flexibility are appreciated, cooperation in partnership and mutual support in the team are a matter of course and learning is perceived as an opportunity.

Become part of our international team! Become part of #OneAareon! We are looking forward to meeting YOU!

Salary: £46,000 per year

Work Location: Manchester or London Hybrid (Travel to customers is required for this role)

Contract type: 12 months parental leave cover (with the possibility of extension or transition to permanent role)

The Role:

As Customer Training Manager, you are responsible for the delivery of a high-quality customer training and education program, which is aimed at supporting the activation, adoption, retention and growth of our customer base. You will report to the Customer Support Team Lead.

You will lead the development of the online/scalable customer training curriculum and use your knowledge & skills to train customers and when required, internal staff members on all Fixflo products.

Alongside this, you will still be required to be hands-on with customers, help build out, amend and ensure that processes are being followed and adhered to, and report on key metrics.

You will also work closely with the wider Customer Success, Product and Marketing teams, to ensure that we are building a great customer-focused product and providing aligned experiences throughout our customer lifecycle.

Key Responsibilities:

• Own and develop an engaging and educational online training and education curriculum that drives customer success and product adoption for all customers
• Create and manage online recorded training videos and webinars for all product modules and build out our training video and webinar roadmap, delegating the creation/hosting of these when necessary
• Delegate the creation of new content appropriately
• Deliver both 1:many and 1:1 online/in person training sessions when required
• Be accountable for the growth and success of our customer training and education curriculum and implement necessary changes to deliver continuous improvement.
• Effectively measure impact on successful onboarding and product usage
• Identify and assess future and current training needs for all Fixflo products and all customer segments. Create, pitch and implement new training programs to support both the onboarding of new customers/new users and refreshers/enhancements for existing customers
• Coach internal colleagues on best practice around how to train our customers, showcase relevant feedback and run internal data-driven sessions highlighting feature specific use cases and how to replicate successful adoption
• Collaborate with CS Marketing on the creation and execution of targeted customer email and campaigns to drive the adoption of our training curriculum
• Create training project plans for large-scale projects and effectively keep key stakeholders in the loop
• Partner with CSMs to help create tailored training programs for Enterprise clients when required
• Be a product & industry expert - know all our products inside out and have an in-depth understanding of our core industries. Be a customer advocate and work directly with our product team to help improve Fixflo (feature requests, improvements, bugs) and the way we work internally.
• Share your expertise and document best practice guides
• Assist with complex problem solving which may require a consultative and strategic approach to provide best fit solutions for each customer, and share and document your knowledge
• Perform consistently and successfully across KPIs, metrics and objectives

You’ll thrive in this role if you:

• Are a natural relationship builder who enjoys engaging with customers and colleagues
• Are self-motivated, driven, and take pride in delivering excellent results
• Stay organised and effective in a fast-paced, multitasking environment
• Empathise with customers and proactively solve problems
• Collaborate well and contribute positively to team success
• Think strategically and enjoy suggesting improvements
• This is a customer-facing role requiring travel and working onsite with customers approximately 80% of the time.

Essential skills & experience:

• 5+ years’ experience in a customer-facing role, including creating and delivering SaaS product training
• Confident public speaker, able to adapt communication style for different audiences (from non-technical users to enterprise-level trainers)
• Able to translate technical concepts into clear, accessible written and verbal communication
• Demonstrated project management experience or ownership of key initiatives
• Comfortable giving and receiving constructive feedback

Nice to have:

• PropTech experience
• Training qualification
• Existing Fixflo user
• Experience with Salesforce and/or Planhat