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Service Training Specialist
1 month ago
**This is a remote role, with candidates located/currently working in Central or East coast timezones preferred**
Job Purpose/ Description
The Service Training Specialist will be responsible for delivering training and presentations to our customer’s stakeholders. They will work closely with Sales, Service, Marketing and other departments to create and improve materials, tutorials, instructions, and learning resources to better educate stakeholders and our employees on our offerings. The ideal candidate will be a confident public speaker and a devoted trainer who has a passion for customer service.
Duties & Responsibilities
- Conduct daily onboarding training for customer stakeholder groups, including but not limited to school/government officials, mental health professionals, homeless response teams, and others
- Conduct orientation presentations for community groups
- Assist customers, as needed, with setting up and navigating programs or software associated with our products and services
- Maintain a detailed and current understanding of our products, services and the various user experiences associated with them
- Assist customers with questions and suggest the best products and practices based on their needs
- Document support provided in Customer Relationship Management System
- Test and review created materials and demo environments
- Create and continuously improve training strategies, initiatives, and materials
- Maintain a database of all training materials
- Customize materials for trainings and send follow up communications to participants including, but not limited to, feedback surveys and relevant resources
- Conduct trainings via live and recorded video sessions and at in person events
- Support the customers’ needs by responding to inquiries and proactively driving service engagement and utilization
- Regularly analyze customer engagement data and training feedback and use to inform internal and external training strategies
- Manage and participate in other projects or tasks as needed
- Represent the company at in person and virtual customer meetings, frontline user trainings, industry events and conferences
- At least 3 years’ previous experience as a trainer, corporate training specialist, or related position
- Demonstrated excellence in verbal communication and presentation skills.
- Excellent written communication skills
- Proficient technology skills: Google Office Office Suite, Slack, Canva, Zoom, CRM Software like Hubspot or an equivalent, Scribe, Loom or other recording tools.
- Strong team player
- Able to analyze problems, strategize and take initiative to implement better solutions
- Strong track record of problem solving on behalf of customers and clients
- Certification from talent and training associations a plus
- Multilingual candidates a plus
Working Conditions
The work setting is a general office environment or distraction free remote office setup with wifi to support video conference calls. If located near our office in Cardiff, CA, hybrid work with 3 days in the office per week is required. Some evening events and occasional travel for in person events will be required. All travel will be reimbursed and is expected to comprise 15 - 25% of time commitment. The candidate will need to support our customers across the United States and be able to accommodate Pacific, Central and Eastern Time Zones.
Physical Requirements
There are no physically demanding requirements.
