Customer Training & Onboarding Specialist

About the role

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

• 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

• 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.
• Accountable: You take personal responsibility for the quality and content of work, ensuring that deliverables meet or exceed established standards and objectives.

Your Day

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

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

Location

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.

Benefits

• 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

Interview Process

As a part of our commitment to creating a fair, equitable, and positive interview experience for all candidates, we offer full transparency of our interview stages to give applicants an idea of the time and effort involved. Additionally, each interview stage consists of standardized questions and rubrics with a scoring system to ensure a consistent and fair assessment practice of all candidates.

• HR Information Screen: The Talent Acquisition Team will invite candidates that move forward to a 20-30 minute virtual interview. This conversation will be focused on relevant work experience, compensation, role overview, and answering any questions the candidate has.
• Work Assignment: Candidates will be given a work assignment prompt to complete a project that is relevant to the work they can expect in the role.
• Manager Interview: 1 hour interview with the Manager. This interview will dive deeper into the role, technical knowledge, and requirements of the position. You will also utilize this time to review any questions related to your work assignment.
• Reference Check: Candidate's being considered for this role will be asked to provide three professional references.
• Offer: The Talent Acquisition Team will reach out with the details of the offer to discuss with the candidate. This is also the opportunity for candidates to provide any additional information or context if there are concerns surrounding their background check. Feathr believes candidates that have made it to this point in the interview process are truly talented individuals, and so we are open to dialoguing background screens before turning away candidates that have consistently excelled through the interview process.