Senior Customer Training Specialist

About Tebra

Tebra only initiates contact with candidates via email from an official Tebra email address (@tebra.com, @patientpop.com, or @kareo.com) or through our applicant tracking system, Greenhouse. We will only ask you to provide sensitive personal information through our official application portal — not via social media or text message. We do not conduct interviews via instant messaging.

About the Role

The Senior Customer Training Specialist will be responsible for developing, delivering and managing highly engaging product and service skills training opportunities through a variety of forums and modalities for our customers and customer success organization. In addition, you will play a key role growing and supporting our community platform.

Your Area of Focus

• 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.

Your Professional Qualifications

• 5+ years of experience in a training role and/or Bachelor’s degree or equivalent (certification through ATD), preferably in the healthcare SaaS environment.
• Knowledge and understanding of a physician’s office; including clinical, office workflow, appointment scheduling, medical insurance billing and collections, strongly preferred.
• 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 met