Agency :
Prose On PixelsJob Description :
The Training Manager & Customer Care is a key driver of Vermeer adoption and user satisfaction across the organization. This hands-on role combines training program design and delivery with frontline user support, ensuring that teams across multiple geographies are equipped, confident, and enthusiastic about leveraging Vermeer's AI capabilities in their daily workflows.
KEY RESPONSIBILITIES
Training Design & Delivery
- Designs and produces comprehensive training decks and materials tailored to various audiences and skill levels (beginners, power users, leadership)
- Coordinates and schedules training sessions for POP teams and key entities across France, US, and UK
- Facilitates engaging, interactive training sessions — both in-person and remotely
- Continuously updates training content to reflect new features, product updates, and evolving use cases
Field Engagement & Adoption
- Goes into the field to work directly with teams and business units, understanding their specific needs and challenges
- Provides hands-on, live demonstrations of Vermeer use cases in real-world scenarios
- Builds traction and enthusiasm by showcasing the concrete value and impact of the platform
- Identifies and nurtures internal champions and early adopters to accelerate organic adoption
- Collects field feedback and insights to inform product and marketing teams
Customer Care & User Support
- Serves as the primary point of contact for key users, providing timely and effective support
- Troubleshoots user issues, answers questions, and guides users through platform functionalities
- Handles administrative requests related to user accounts, access management, and platform configuration
- Tracks and documents recurring issues and user requests to identify improvement opportunities
- Escalates technical issues to the appropriate teams and ensures proper follow-up
Support Team Management
- Trains and onboards the India-based support team, ensuring they are fully equipped to handle first-level user requests
- Defines support processes, guidelines, and escalation procedures
- Monitors support quality and consistency, providing ongoing coaching and feedback
- Ensures seamless coordination between the India support team and the central Vermeer team
Skills & Qualifications
- 6+ years experience
- Proven experience in training, enablement, customer success, or a related role, preferably in a tech/SaaS/AI environment
- Excellent presentation and facilitation skills, with the ability to engage and energize diverse audiences
- Strong interpersonal skills and a genuine passion for helping others succeed
- Ability to translate complex technical concepts into practical, easy-to-understand guidance
- Highly organized with strong project management skills
- Experience managing or coordinating offshore/remote support teams is a plus
- English-native; French is a strong plus
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Contract Type :
TemporaryHere at Havas across the group we pride ourselves on being committed to offering equal opportunities to all potential employees and have zero tolerance for discrimination. We are an equal opportunity employer and welcome applicants irrespective of age, sex, race, ethnicity, disability and other factors that have no bearing on an individual’s ability to perform their job.
