Customer Training & Onboarding Specialist

Customer Training & Onboarding Specialist

As a Training & Onboarding Specialist, you will assist Feathr's customer in the implementation process across their websites and platforms during their onboarding period. You will walk them through the initial steps of their high-level technical understanding of Feathr.

The Training and Onboarding team ensures that customers not only successfully integrate Feathr into their marketing, but are also able to feel confident and enthusiastic about harnessing its full potential for their marketing endeavors.

The customer should leave their Onboarding experience feeling confident to navigate Feathr and launch basic campaigns, and excited about the possibilities of Feathr's more advanced features.

Your experience includes:

• 2+ years experience training customers in software adoption or platform implementation
• 1 year experience in a software-related/tech product environment
• Proficient at managing simultaneous projects

Your qualities include:

• Proactive problem-solving:
  You're proficient at anticipating potential obstacles and proactively developing contingency plans to address them, ensuring smooth project execution.
• Training progress monitoring:
  You possess the ability to implement and manage processes to systematically track training progress, ensuring that training objectives are met efficiently.
• Awareness:
  You actively identify training opportunities and recommend strategies to enhance team members' skills and knowledge, fostering continuous improvement.
• Effective technical communication:
  You're skilled in explaining complex and technical concepts, as well as providing clear instructions. You do this by ensuring that technical information is comprehensible to a non-technical audience.
• Accountability:
  You take personal responsibility for the quality and content of work, ensuring that deliverables meet or exceed established standards and objectives.

Your day includes:

• Platform implementation:
• Become a Feathr Product expert
• Managing a rotating portfolio of accounts
• Ensuring a smooth and efficient setup on Feathr
• Addressing any technical aspects or configuration requirements to tailor the platform to the specific needs of the customer
• Tracking account progress in Salesforce and other databases
• User training:
• Providing comprehensive training sessions to new users, equipping them with the knowledge and skills needed to navigate and utilize the Feathr platform effectively
• Covering key features, functionalities, and best practices to empower users in maximizing the benefits of the platform
• Conducting approximately 5 onboarding calls per day
• Delivering virtual training and email communication to product users
• Communicating effectively with customers and internal team members at Feathr
• Building excitement:
• Cultivating enthusiasm among new users by showcasing the diverse possibilities and capabilities offered by Feathr
• Highlighting success stories or potential outcomes to inspire confidence and excitement about the value that Feathr can bring to their marketing initiatives

Compensation for this role is $55,000 annually with the potential to earn an additional 10% of base salary.

This position is remote for candidates located within the United States, with preference given to those who reside in the Eastern or Central time zones. There is also an option to work from our headquarters in Gainesville, FL.

Interview process includes:

• HR Information Screen
• Work Assignment
• Manager Interview
• Reference Check
• Offer

Benefits & perks for full-time employees include:

• Fully remote
• Full vision, dental, and ~99% health insurance for employees
• Sick time off
• Vacation time off
• Extended Wintr Break
• Parental Leave
• Wellness Reimbursement Credit
• Home Office Stipend
• Professional Development Budget
• Team hangouts and events

Feathr defines culture as the secret sauce that makes our flock members want to come to work everyday and do their best work. Like every company, we have an acronym that conveys the most important aspects of the culture we strive to have.

• Practicality:
  Progress Over Perfection
• Ambition:
  When Feathr wins, We all win
• Candor:
  Better communication, Better results
• Trust:
  Assume the best, Share openly
• Service:
  We exist to fix

Feathr is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive and equitable environment for all employees.