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Senior Analyst-Escalations
Salesforce, Hyderabad, Any
To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. Job Category OperationsJob Details About Salesforce We're Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too - driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - you've come to the right place. The Red Account Management team handles customer escalations resulting from product, services, account management, customer experience, adoption and renewal-related topics. This team brings strategy, structure, executive attention, and additional internal resources to customer situations that would otherwise result in a high level of customer dissatisfaction. Depending on the type of escalation and the level of engagement needed per customer, the Escalation Manager will either act as an internal advisor on the escalation or work directly with the customer on the issue. Responsibilities* Work with internal teams to collaborate, drive prioritization, analyze and resolve complex issues, resulting in the highest level of client satisfaction.* Operate efficiently in a demanding environment, maintain composure, demonstrate leadership, and communicate in an exemplary manner.* Develop trusted relationships with the leadership team across the organization. Know when, how, and the most effective ways to include executives for awareness and action.* Provide consultative advice when issues arise based on cross-functional knowledge of the organization, as well as historical resolution paths.* Understand the impact of each escalation to our business and use this to aid in quantifying the need for resources from other teams.* Track and communicate status and resolution to clients and Salesforce personnel in a factual, professional, timely and consistent manner.* Draw on root cause analysis and trend reporting to solicit and drive broader resolutions.* Define action plans and follow through with complete documentation to issue closure.* Structure complex and potentially charged business issues for senior leadership and serve as a thought-partner in problem-solving the issue.* Enable people and organizations who are unfamiliar with Salesforce red accounts, serving as a trainer and evangelist for the program.Requirements* BA/BS degree preferred with a strong academic record* 5+ years of account management, consultation, project management, escalation management and/or technical support experience* Ability to utilize Salesforce instance tools (i.e. Accounts, Opportunities, Cases, Reporting, Dashboards).* Proficient in Google apps (slides, sheets etc..)* Working knowledge of Quip and Slack preferred* Advanced ability to write and speak to an executive audience.* Demonstrate superior customer service, including the ability to set expectations, communicate clearly, confidently, timely and respectfully with customers.* Knowledge of the digital marketing space and ability to recognize and relate to our customer's specific use cases for utilizing our technology.* Execute with a sense of urgency, meeting requirements with minimal lead time* Act autonomously to meet dynamic demandsAccommodations If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form .Posting Statement At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com . Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce . Salesforce welcomes all.Salary: . Date posted: 04/12/2024 03:17 PM
Director of Learning and Development
Fairmont Hotels and Resorts, FAIRMONT FAIRMONT UDAIPUR, Any
Company DescriptionYour Fairmont Journey Starts Here:Are you a someone with a passion for excellence and a flair for exceptional hospitality? Fairmont invites you to embark on an unforgettable journey of luxuryJob DescriptionCollaborate with the management team to ensure departmental orientation processes are in place and Heartists receive the appropriate new hire training to successfully perform their job. Ensure all HOD/Departmental Trainer use all available on the job training tools for Heartists; supervise on-going training initiatives, record them and conduct training, when needed. . Liaise with the Accor Academy and outsourced training providers to ensure that all L&D opportunities are leveraged to maximise Heartist development.Direct the design and implementation of L&D plan and blended learning initiatives, including on-the-job training, classroom training, mentoring etc. to address capability and knowledge gaps, equip Heartists with the skill sets required to meet operational objectives and ultimately enhance guest experience.Facilitate a learning culture through the development of Departmental Trainers and education of Leaders on available resources and options to enhance knowledge and capability.Ensure compliance to all relevant Health, Safety and Environment management procedures and controls within a defined area of activity so that the hotel provides world class and luxurious hospitality services to its guests and protect the shareholders' interestsLiaise with Department Heads on regular basis regarding specific training requirements within their Departments and regarding attendance at planned training courses and develop training actions as required.Publish an annual and monthly calendar of training courses and ensure maximum attendance through clear communication to and liaison with Department Heads on a regular basis.Provide an advice service to both managers and Heartists on training opportunities, career choices, qualifications and other T&C issues.Ensure all requests for training by Heartists are responded to in a timely manner and follow up is conducted where appropriate.Monitor the effectiveness of pre and post course briefings to ensure maximum benefit from training courses and identify future training needs.Monitor department training and on job training (dept. induction, dept. trainers, dept. processes) and ensure consistency and quality of trainingCollaborate with the management team to ensure departmental orientation processes are in place and Heartists receive the appropriate new hire training to successfully perform their job.Assist in the creation, implementation and facilitation of a Hotel Training Plan and budget that is aligned with the hotel's goals and strategic planActively initiate relationships and partnerships with industry associations, external training companies and academic counsels related to the hospitality industry.Champion all Employee Engagement (EES) activities, Committee related initiatives including monthly recognition, Committee Meetings and Team GatheringsDrive engagement and culture throughout the hotel.Study guest feedback and focus on Quality audits to support operational leaders in identifying areas of improvementQualificationsExperience in Luxury resorts will be an advantage with overall minimum 15 years of experience in Luxury resorts Pre Opening exposure, remote location work, high volume hotel experience is desirable. Experience of Rajasthan, Udaipur market is a an added advantage.Indian nationals onlySalary: . Date posted: 04/17/2024 06:00 AM