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Customer Success

Training Specialist (SaaS)

September 27, 2022

What You Will Be Doing

  • Deeply understand City Innovate tools and use cases; use this knowledge to build an effective program of training materials.
  • Create training materials (eg., webinars, tutorial videos, worksheets, help documentation, any other supporting materials) and a learning path for customers to engage with; track performance of these materials to ensure they are meeting customer objectives or identify areas where to improve them.
  • Deliver Internal Bootcamp to new hires, detailing product knowledge, workflows, and best practices in recommending CI platform functions to users during customer facing staff’s natural touchpoints.
  • Collaborate with Customer Success leadership to understand unique use cases from existing users; take those learnings to either promote new workflows for new/existing users or provide the Product Team feedback on product improvements/new features that will increase adoption.
  • Coordinate with the product team to learn new features and enhancements to our platform, and provide internal training/demo sessions to support internal knowledge and go to market strategies.
  • Help develop and define appropriate metrics and desirable customer outcomes; recommend ways to track these metrics and improve on them.
  • Develop and maintain written scripts for training videos.
  • Assist with recording and editing training videos.
  • Manage our Learning Management System.


Requirements

  • BA/BS degree
  • 2-3 years of education/training experience
  • Background working in a startup environment
  • Experience working with a LMS (learning management system); bonus points if you’ve been involved in the procurement process
  • Experience developing and editing SCORM courses to own LMS and course content
  • Highly organized with focus on execution, problem solving, and improving processes
  • Motivated self-starter with high efficiency work style
  • Strong project management and organizational skills to plan, prioritize, and independently execute projects/tasks with specific deadlines while maintaining some flexibility
  • Excellent oral, written and interpersonal communication skills to communicate concepts and processes in an easy to understand matter to diverse audiences
  • Ability to think critically and adapt quickly in a flexible environment
  • Exceptional time management skills and accountability
  • Team player with an ability to work collaboratively
  • Entrepreneurial spirit / self-starter
  • Customer Success experience strongly preferred

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