Customer Education Specialist

Summary

Join Sierra Interactive, a leading real estate technology platform, as a Customer Education Specialist! Empower clients to successfully utilize our IDX websites and CRM tools by designing and delivering impactful onboarding, training, and educational experiences. This role is crucial throughout the customer journey, from initial onboarding to renewal. You will deliver engaging learning experiences through various methods, including personalized sessions, live training, in-product messaging, and one-on-one assistance. The position requires a high school diploma or GED, 1-3 years of customer support experience in a SaaS environment, and excellent communication and training skills. Sierra Interactive offers a fully remote work environment and a comprehensive benefits package.

Requirements

• High school diploma or GED
• 1-3+ years working in customer support, product support, or customer success in a SaaS environment
• Proven skills in facilitating virtual and live training sessions with a customer-centric approach
• Top-notch writing skills with an engaging, conversational style and a solid grasp of grammar
• Ability to be organized and juggle multiple priorities at one time; switch gears quickly and re-adjust your focus as needed

Responsibilities

• Facilitate the adoption of Sierra’s features by administering live training within the first 90 days of customer onboarding
• Serve as the primary point of contact post-sale through the completion of customer onboarding and training
• Identify at-risk customers during the customer onboarding process and assist with turn-around strategies
• Design and manage engaging training content for Sierra Interactive’s Knowledge Base, Sierra Academy, and external platforms
• Conduct virtual and live one-on-one or group training sessions tailored to client needs
• Gather customer feedback to refine training materials and contribute to the development of new features
• Answer inbound customer education questions and provide professional assistance
• Escalate technical or product issues to Tier 2 Support, when necessary
• Contribute to the conversation by participating in Sierra’s online community, answering questions, and providing best practices

Preferred Qualifications

• Experience with best practices for lead generation, digital marketing, or contact database management
• Familiarity with content management systems and CRMs
• Real Estate experience
• You thrive working remotely

Benefits

• Excellent medical, dental, and vision coverage Full cost covered for employee, and option to add spouse/partner and dependents
• 401k retirement plan (up to 4% matching)
• 15 days PTO, 10 paid holidays
• 12 weeks paid parental leave