Customer Success Trainer

About the Role

Impact you will make

The Customer Success Trainer will equip the customer success team with the role specific enablement. This role is critical in driving customer retention and growth and growth by supporting much needed enablement for customer success initiatives and benchmarks. The Customer Success Trainer will collaborate closely with senior leadership, field team members, and cross-functional departments to ensure alignment with business objectives and maximize growth.

What you will do

• EBR and Customer Success Certifications: You will build, facilitate, and track blended learning paths with summative and formative assessments for benchmarked processes and skills across the customer success team
• Partner with Customer Success Leadership: Liaise with customer success leadership and teams by attending regular CS meetings, and meeting with CS leadership to ascertain enablement needs
• Create and Facilitate Customer Success Training and Upskilling: You will bridge the gap between our existing field team training and the evolving specific training needs of the customer success team, ensuring effective and engaging learning experiences for our FinThrive Customer Success Team
• Cross-Functional Collaboration: Work closely with field team, marketing, product, finance, and other departments to support product, migration, and GTM enablement needs as it specifically applies to customer success
• Maintain Internal Customer Success Training and Resource Currency: Create and maintain product internal resources including training courses and additional internal resources
• Needs Analysis and Reporting: Conduct needs analysis for training needs to ensure the correct objectives and outcomes are identified and track training impact.
• Customer Success Onboarding: Work with the Onboarding Trainer to identify customer success specific onboarding needs and help to build those courses

What you will bring

• 3+ years of adult learning theory and training experience
• 3+ years of experience across FinThrive product portfolio
• Exceptional communication and interpersonal skills
• Proficiency in Sales and Enablement Tech Stacks: Salesforce.com, Gong, Seismic, Gainsight
• Demonstrated ability to design and deliver training
• Demonstrated interpersonal skills, teamwork and collaboration
• Self-starter and independent thinker with the aptitude to work autonomously
• Excellent written and verbal communication skills, ability to synthesize complex issues and communicate into simple messages
• Display excellent problem-solving skills with all levels of internal and external clients

• Excellence in process documentation

• Experience working cross-functionally to gather input and meet stakeholder needs
• Experience in designing end-user resources and guides
• Experience applying adult learning theory and curriculum design principles to asynchronous methods of learning

What we would like to see

• Project management and process improvement experience