Success Coach, IT Integration

 

JOB DESCRIPTION

Title: Success Coach, IT Integration

Job Summary: 

The Success Coach, IT Integration person will be expected to engage effectively with domestic and international partners, being the subject matter expert on key Acrisure IT services and technology infrastructure in which our partners will be integrated. The Success Coach, IT Integration person will help ensure a successful integration of our partners with the development of technology communication materials, training materials, job aids, customer satisfaction (csat) survey, assist with the translation of our materials in various languages our partners speak, as well as assist with process improvement. We highly value candidates with bilingual or multilingual proficiency. Preferred languages include Dutch, Castilian Spanish, and Italian.

 

The Success Coach, IT Integration person will also assist with training scheduling, presentation (small and large groups) and must be able to accommodate non-US hours.

 

The Success Coach, IT Integration person will collaborate with various IT directors, managers, integration coordinators, project managers and various cross functional teams to help with integrations, projects and Platform Transformation initiatives.

 

Essential Duties and Responsibilities:

• Develop adoption strategy of enterprise technology systems and framework.
• Demonstrate a strong, positive, customer service-oriented approach with interactions and in training activities.
• Knowledge about cloud file storage functionality, specifically in the Microsoft environment.
• Evaluate results and initiate changes to meet organization objectives.
• Create, design, edit, and maintain documentation, training materials and job aids.
• Ability to host and present meetings virtually and in-person.
• Be willing to travel to partners’ location for onsite training as needed.
• Prepare/Verify the quality of training materials and documentation.
• Update workflows and verify technical accuracy of documentation.
• Work in a face-paced environment.
• Be the subject matter authority on Platform related IT initiatives.
• Assist with the creation of communication templates and develop communications plans around deployments and usability.
• Conduct site visits and/or remote meetings with agency partners to deliver training and assist with adoption of our key IT infrastructure as agencies integrate.
• Provide timely and detailed responses to agency partners’ requests for support and assistance.
• Assist with the creation of “IT Matrix” that partners can use as reference and training new employees.
• Assist with CSAT creation to help gauge quality of training and job aids.
• Collaborate with Acrisure Operational Excellence team for ongoing training beyond the basics.
• Assist with integration close out items.
• Manage multiple projects at once with detailed plans and due dates.
• Assist with design of enterprise systems around the framework of business optimization.

 

Competencies:                                           

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

• High School Diploma or the recognized equivalent, required
• Associate’s or Bachelor’s degree preferred
• Experience working with Property & Casualty or Real Estate Title Insurance agency preferred
• Microsoft 365 Fundamentals (MS-900) preferred
• Minimum of 3 years training experience, required
• Valid driver’s license and safe driving record, required

Technology: 

• High proficiency with Microsoft cloud stack:  Outlook, Excel, PowerPoint, Word, Teams, SharePoint, OneDrive & Power Platform
• Proficiency with Cisco Webex virtual PBX solution
• Proficiency with EDR, Password Managers, Multi Factor Authentication
• Proficiency with Adobe Acrobat, other Adobe products preferred.

 

Other Qualifications:

• Able to work independently and enjoy a high degree of interaction with team members
• Ability to contribute to a collaborative environment by consistently demonstrating teamwork, high motivation, positive behavior and effort to achieve goals and objectives
• Demonstrate effective written and verbal communication, including the ability to actively listen, and problem solve with minimal assistance
• Attention to detail and commitment to a high level of accuracy
• The ability to multi-task, prioritize, work independently, and use discretion surrounding sensitive information
• Ability to lead the team with a professional demeanor and positive attitude

 

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Moderate stress due to regular deadlines and daily challenges.
• High finger dexterity while typing documents and forms.
• Occasionally lift up to 20lbs.

 

Work Environment:  The position will require preplanned travel coordinated between the colleague and the IT leadership team.  The position is either remote and/or based in an Acrisure facility.