Brightwheel is hiring a
Customer Success Trainer

Summary

Join Brightwheel as a Trainer and help our customer-facing teams develop the skills they need to best serve our customers. As a trainer, you will be responsible for organizing and running training sessions, developing new training materials, and maintaining an understanding of product updates.

Requirements

• 3+ years in a customer-facing role (ideally in onboarding, customer success and/or account management)
• Demonstrated ability and passion for coaching and teaching in a remote environment
• Strong ability to Take Ownership and Make It Happen
• Exceptional prioritization skills
• Ability to achieve ambitious goals with limited resources and tight timelines
• Fast learner - able to learn new features quickly on your own
• Comfort with ambiguity in a fast-paced startup environment

Responsibilities

• Identify, prioritize, and organize all skills, topics, and training needed for new employees to ramp quickly and to become productive team members
• Revamp and develop new or existing training materials that have a 3+ month shelf life, and regularly update materials as policies, processes and product features grow
• Own new hire training end to end. This may include full time, temporary, contract, or 3rd party vendor employees. This may include team members across onboarding, customer support, upsell/engagement, and sales support positions
• Help develop and maintain our internal LMS/L&D system as well as existing training content
• Assist in continued development (upskill training, industry knowledge, guided modules for floor reps.)
• Maintain an understanding of Product updates and how they impact/benefit reps/customers in each role
• Project manage and organize Enablement initiatives (i.e. training schedules), including coordination with SMEs, calendar coordination, and day-by-day plans for each new hire
• Deliver effective training using multiple formats and techniques including but not limited to: asynchronous and synchronous ways of presenting Call coaching review and feedback / shadowing Role play exercises Self-study lessons / exercises Walk-throughs by trainer OR subject matter expert
• Set new hire goals map learning objectives to metrics and goals Create and grade assessments, track performance, and manage any course correction, acceleration and/or remediation on a person by person basis
• Partner with managers on performance gaps and individual action plans based on your direct observations and data points

Benefits

• Premium medical, dental, and vision benefits
• Generous paid parental leave
• A flexible paid time off policy
• A monthly wellness and productivity stipend
• A Learning & Development stipend