Trainer, Customer Success

Summary

Join brightwheel as a Trainer for our customer-facing teams! You'll be a teacher and coach, empowering new team members to excel within their first 30 days. You will own the new hire ramp plan, ensuring they meet key metrics. Beyond onboarding, you'll collaborate to identify ongoing training needs, focusing on knowledge gaps. You'll design and deliver engaging training sessions, both individually and in groups, covering roles, processes, product knowledge, and internal systems. Your work will be meticulously planned and self-managed to ensure new hires contribute effectively. This role requires a strong customer-facing background and a passion for coaching and teaching in a remote setting.

Requirements

• 3+ years as a high-performer in a customer-facing role (ideally in onboarding, customer success, retention, account management)
• Demonstrated ability and passion for coaching and teaching in a remote environment
• Demonstrated excellence in generalist sales skills: building rapport, conducting thorough discovery, handling objections and maintaining call control
• 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, retention and sales support positions
• 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
• 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
• 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

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
• Competitive compensation package, including base salary, equity, and benefits