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Training & Onboarding Specialist
| Company | Feathr |
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| Location | Gainesville, FL, USA |
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| Salary | $55000 – $55000 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Junior |
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Requirements
- 1+ year experience training customers in software adoption or platform implementation
- 1 year experience in a software-related/tech product environment
- Proficient at managing simultaneous projects
Responsibilities
- Manage a rotating portfolio of accounts
- Record account progress in Planhat and other databases
- Identify, mitigate, escalate, and resolve customer risks
- Understand customer sentiment to inform escalation strategies and effectively communicate account-statuses with cross-team stakeholders
- Cultivate enthusiasm among new users by tailoring Feathr app training to drive product adoption
- Effectively utilize written, asynchronous, live, communication methods to reach goals
- Meet SLA turnaround/response times for account setup and customer communication
- Exhibit expertise on the Feathr platform
- Ensure a smooth and efficient setup on Feathr and facilitate integration between Feathr and customers’ other platforms
- Address any technical aspects or configuration requirements to tailor the platform to the specific needs of the customer (e.g., GTM placement, integrations, imports, conversion tracking)
- Autonomously navigate common troubleshooting/escalation procedures
- Conduct daily live onboarding calls
- Deliver multi-modal virtual training and email communication to product users
- Provide comprehensive training sessions to new users, equip them with the knowledge and skills needed to navigate the Feathr platform effectively to meet their marketing goals, and empower successful long-term self-serve customers
- Cover key features, functionalities, and best practices to empower users in maximizing the benefits of the platform
- Highlight success stories/case studies to inspire confidence and excitement about the value that Feathr can bring to their marketing initiatives
- Provide assistance to manager on aspects of team administration by leading special projects or serving certain key roles
- Contribute to a positive and healthy team culture
Preferred Qualifications
- Proactive Problem-Solver
- Collaborative
- Efficient Prioritizer
- Advocate
- Growth-Oriented
