About the role
The Customer Trainer ensures our customers understand and utilize the Culture Amp platform. You will work closely with new and existing clients to deliver engaging training sessions, facilitating their journey from initial onboarding to advanced product usage. This role also partners closely with key internal stakeholders such as Customer Success Managers, Implementation Managers, People Scientists, and Product teams to address customer training needs and ensure ongoing support.
In this role, you will be a vital link between the customer and the company, gathering feedback to enhance our training resources and overall customer experience. A core focus is on building strong customer relationships and delivering exceptional training experiences to empower users to achieve their training goals, maximizing the value they gain from our platform.
Overall, the role leverages a blend of strong presentation skills, instructional design expertise, and a customer-centric approach to ensure impactful training experiences and high levels of customer satisfaction.
You have:
- Proven track record of successfully delivering training experiences and enhancing customer onboarding experiences, preferably in a SaaS environment.
- Strong experience in customer training, customer success, or a related field.
- Excellent communication and interpersonal skills to engage effectively with clients, as well as with internal teams and key stakeholders.
- Ability to assess customer needs and adapt training materials accordingly, ensuring relevance and effectiveness.
- Problem-solving abilities and a proactive approach to identifying and addressing training challenges.
- Capacity to clearly articulate complex technical concepts to a non-technical audience.
- Culture Amp product knowledge and application is a PLUS!
- Experience delivering training via various mediums (virtual, in-person, 1-1 sessions) is a PLUS!
You will:
- Deliver Product and Process Training: Facilitate live sessions for customer groups or in 1:1 format for an individual customer organization. Ensure that training sessions are delivered on schedule, within scope, and meet or exceed customer expectations.
- Develop Training Content: Research, ideate, and collaborate to develop training content for live and offline delivery, using instructional design principles. Iterate training content to keep it current with product releases.
- Customize Training Content: Collaborate with clients and internal stakeholders to understand a customer’s specific learning objectives and needs, gathering and documenting their requirements to customize training materials accordingly. Ensure that the training approach aligns with the customer’s business processes and strategic goals.
- Address Customer Questions and Challenges: Address customer inquiries made to Culture Amp Training to support the learner experience. Act as a primary point of contact during customer training sessions, addressing and resolving any questions or challenges that arise. Work in partnership with relevant stakeholders to ensure a smooth training experience while keeping your team informed of customer feedback and concerns. Address customer inquiries made to Culture Amp Training to support the learner experience.
- Project Management & Delivery: Create detailed training plans that align with customer requirements and success metrics. Manage customers through these plans to ensure timely delivery and achievement of their training goals.
- Manage Training Operations and Reporting: Set up and manage group training classes; report on results and trends.
