Professional Services Specialist, Learning - Lexipol LLC

At Lexipol, our mission is to create safer communities and empower the individuals on the front lines with market-leading content and technology. Our top-notch team works closely with law enforcement, fire, EMS, corrections, adult probation, juvenile detention, and local government professionals to tailor our solutions to better address today’s challenges and keep first responders coming home safely at the end of each shift.

Working at Lexipol means making a difference – day in and day out.

The Work

Professional Service Specialist – Learning plays a key role in ensuring that clients are satisfied with Lexipol’s solutions and platform services, that they meet their business needs, and that any issues are promptly and effectively resolved. The Professional Services Specialist is responsible for designated projects with specific scopes of work to be completed within specified timelines using established methods.

The Professional Services Specialist will assist clients with configuring their application(s) to fit the needs of the agency and bringing the application online within a specified timeframe. This is a client-facing role that provides technical recommendations to customers on configuring their systems as well as providing training to agency staff on how to administrate and use the system. This position is remote.

This is done through working in these areas of focus:

Project Management

Oversee the entire client project implementation process from start to finish, ensuring timely and budget-compliant completion using project management tools.

Initiate discussion and provide expert guidance around software configuration decisions in compliance with standard practice guidelines.

• Provide project leadership and direction in a remote collaborative team environment including the coordination and scheduling of implementation and training meetings with clients..
• Develop and maintain project management tools for tracking implementation processes.
• Monitor project execution, escalate issues, and communicate project status to leadership.
• Create and maintain project plans, including key deliverables, milestones, roles, and responsibilities.
• Collect and use client feedback to escalate issues and recommend improvements to practices and system changes.
• Develop effective rapport with the client team to foster trust and support successful implementation.
• Document all client contact, issues, and resolutions. in CRM or Customer Support Desk and run ad hoc reports for analysis.
• Participate in the development and updating in standard operating procedures for the department.•

Training

• Provide virtual administrator and end-user training sessions conducted in various formats, such as in-person classes, virtual webinars, and one-on-one coaching.
• Orient clients to the application onboarding site and provide technical support via telephone, video conference, or email.
• Adapt training to account for individual learning styles, needed accommodations, and company modifications.
• Monitor training registration, record attendance, and prepare reports on user participation.
• Evaluate training effectiveness through assessments and user feedback.
• Maintain current knowledge of applications and participate in testing updates and new releases.
• Participate in curriculum development, planning, and scheduling, and maintenance of application training resources.
• Provide post-training support, including follow-up sessions and refresher courses.
• Maintain records of training sessions, attendance, user progress, and client interactions
• Generate reports on training activities, effectiveness, and user satisfaction.

System Configuration and Validation

• Gather and analyze requirements from stakeholders to configure software and service offerings according to their needs on time, to client specifications and with accuracy and efficiency.
• Set up user roles, permissions, and access controls, and configure system settings, workflows, and integration points.
• Conduct pre-deployment and post-deployment testing to ensure software functionality and validate successful installation and configuration.
• Participates in testing software updates and new application releases.
• Partner with internal resources to resolve or request software changes, customer support, and training assistance to meeting client needs.

Duties listed are not intended to be exhaustive or exclusive; other duties may be assigned. Management retains the discretion to add to or change the duties of the position at any time.

Qualifications:

• Technical training experience in a SaaS environment REQUIRED.
• Bachelor’s degree in public safety disciplines, business administration, or a relevant field is required with minimum two years’ relevant experience; or
• Two or more years of local public safety agency with training, administrative functions or related experience.
• Three to five years of customer service experience.
• Exceptional project, organization, and time management skills.
• Ability to learn and apply new technology applications within a reasonable time period.
• Proficient with Microsoft Office applications (e.g., Word, basic Excel, Outlook, Teams, PowerPoint) and common internet resources.

Target Outcomes/ Target Results

• Consistently provide accurate assessment of Client’s progress in deploying Lexipol solutions.
• Complete all projects within assigned timeframes
• Consistently provide high-level customer service to clients.
• Maintain knowledge of Lexipol solutions and updates by reviewing upcoming release material consistently.
• Maintain a utilization rate of >75% monthly.
• Attain quality performance levels of >80% overall for position’s essential skills within first year.
• Attain understanding of >80% of the processes identified as essential for this position first year.

Employee Value Proposition

The Professional Services Team is a high-performance team predominantly consisting of public safety veterans focused on ensuring public safety agencies have policies that are applicable, practical, functional, and constitutionally sound.

The workload and commitment of our team is best suited for individuals who are detail oriented, organized, and task driven.

Compensation and Benefits

Lexipol offers a competitive base salary, monthly, quarterly, or annual incentive and a comprehensive benefits package including 401(k) with Company match and a flexible paid time off plan.

Base compensation range for this position is between $26-29/hour DOE with an annual bonus.

About Lexipol

Lexipol empowers first responders and public servants to best meet the needs of their residents safely and responsibly. We are experts in policy, training and wellness support, committed to improving the quality of life for all community members. Our solutions include state-specific policies, online learning, behavioral health resources, grant assistance, and industry news and information offered through the websites Police1, FireRescue1, EMS1, Corrections1 and Gov1. Lexipol serves more than 2 million public safety and government professionals in over 12,000 agencies and municipalities. For additional information, visit www.lexipol.com.

Lexipol Is an Equal Opportunity Employer (EOE)

Lexipol, LLC provides equal employment opportunities (EEO) to all team members and applicants for employment without regard to race, color, religion, gender, national origin, age, sex, pregnancy, disability, sexual orientation, gender identity or expression, veteran status, genetic information, or any other non-job-related characteristic. Lexipol complies with applicable federal, state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfers, leave of absence, compensation, and training.

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