Senior Customer Training Specialist

Summary

Join Tebra as a Senior Customer Training Specialist and lead the development, implementation, and evaluation of engaging training programs for customers and internal teams. You will act as a subject matter expert, manage professional services workflows, deliver training using various methods, and maintain accurate documentation. Responsibilities include leading community operations, moderating support posts, engaging with community members, and gathering feedback. You will manage time effectively, collaborate with stakeholders, and travel to deliver training and build relationships. The role also involves partnering with instructional designers and technical writers to create course curriculums and content. You will help manage professional services requests and maintain product and industry knowledge.

Requirements

• 5+ years of experience in a training role and/or Bachelor’s degree or equivalent (certification through ATD), preferably in the healthcare SaaS environment
• Are empathic and have a passion for community building and are driven by engaging to build meaningful connections
• Ability to build extremely strong working relationships across teams, especially when there's shared ownership over some aspects of the customer experience
• Knowledge of adult learning methodologies, theories and techniques
• Expert in creating training plans and training execution
• Strong Project and Time Management skills
• A self-starter who thrives in a rapidly changing, fast-growing environment
• Flexibility with changing programs and processes; a willingness to dive deep, experiment rapidly and get things done
• Track record of creative problem-solving, and the desire to create and build new processes
• Extremely process and data-driven, you don’t just make decisions or change an approach based on your gut, but on facts and behaviors you can track
• Strong verbal and written communication skills needed to facilitate trainings, write content and engage with customers/end users
• Proficient in the use of virtual facilitation tools (e.g., Zoom, GoToTraining/Meeting or similar), Google Suite (Doc, Sheets, Slides, Sites, etc.), learning tools such as snagit, Kahoot, Salesforce CRM

Responsibilities

• Lead the development, implementation and evaluation of end user training, instructor materials, and customized training courses/plans using adult learning principles and methodologies
• Act as a subject matter expert and provide guidance to team members and cross-functional teams throughout Tebra on industry and product related subject matters
• Manage end-to-end professional services opportunity workflows such as conducting discovery calls, developing tailored training plans/scopes of work, contracts, and course assets based on customer and employees unique workflows and Tebra best practices
• Deliver ongoing training including product, technical and soft skills training to end users using classroom, remote, on-the-job, and blended training techniques
• Maintain accurate and timely documentation within Salesforce, identify operational efficiencies and help create plans for improvement
• Lead daily community operations including content moderation, programming and site updates
• Moderate Support related posts, review peer-to-peer solutions for accuracy and handle customer escalations off-line, as needed
• Engage with community members through various tactics and programming, and respond to comments and requests in a timely manner
• Continuously gather feedback to shape online community management practices and product ideation
• Manage time effectively with minimal supervision to accurately scope projects and ensure that end users are trained on time and training’s are effectively driving customer and employee success outcomes
• Collaborate effectively with a diverse set of stakeholders and relay feedback on product, training and community experiences
• Travel onsite to the Costa Rica office and/or customer site to deliver training, develop product knowledge and build relationships
• Partner with peers, Instructional Designers, Technical Writers and other subject matter experts to help create course curriculums, as needed
• Train internal and external end users using onsite/classroom, remote, on-the-job, and blended training techniques with adult learning principles in mind
• Partner with peers, Instructional Designers, Technical Writers, and other subject matter experts to help create course curriculums, content, community assets, as needed
• Help manage professional services requests, create scopes of work, contracts, and fulfillments in a timely manner
• Manage and moderate customer engagement on Tebra’s community platform
• Maintain product and industry knowledge at all times

Preferred Qualifications

• Knowledge and understanding of a physician’s office; including clinical, office workflow, appointment scheduling, medical insurance billing and collections, strongly preferred
• Experience with LMS systems, Knowledge Base systems, Community platforms and online training programs, strongly preferred

Benefits

• Healthcare benefits
• Discount through Dell
• Resources to help you keep your mind and body healthy
• Obe Fitness or Gympass for a great workout
• LifeWorks Employee Assistance Program to find mental health resources, along with other resources for everyday occurrences