Training & Onboarding Specialist

Position Overview

• Location Type: Remote
• Employment Type: Full-Time
• Salary: $55,000 annually, with up to a 10% bonus potential
• Benefits: Health, dental, vision, Summer and Winter breaks, paid vacation + Unlimited sick time

Feathr is a fast-growing, customer-centric company providing a marketing solution tailored for events, associations, nonprofits, and credit unions. As a Training & Onboarding Specialist, you will assist Feathr’s customers with website and platform implementation during their onboarding period. Your role involves guiding them through initial technical steps and helping them publish their first marketing campaigns. The Training and Onboarding team ensures customers successfully integrate Feathr into their marketing, empowering them to confidently leverage its full potential. The goal is for customers to independently navigate Feathr, launch campaigns, and plan future marketing strategies after their onboarding experience.

Requirements

• 1+ year of experience training customers in software adoption or platform implementation.
• 1 year of experience in a software-related/tech product environment.
• Proficiency in managing simultaneous projects.

Responsibilities

• Manage a rotating portfolio of customer accounts.
• Record account progress in Planhat and other databases.
• Identify, mitigate, escalate, and resolve customer risks.
• Understand customer sentiment to inform escalation strategies and communicate account statuses effectively with cross-team stakeholders.
• Cultivate enthusiasm among new users by tailoring Feathr app training to drive product adoption.
• Utilize written, asynchronous, and live communication methods effectively to achieve goals.
• Meet SLA turnaround/response times for account setup and customer communication.
• Exhibit expertise on the Feathr platform.
• Ensure a smooth and efficient setup on Feathr and facilitate integration between Feathr and customers’ other platforms.
• Address technical aspects and configuration requirements to tailor the platform to specific customer needs (e.g., GTM placement, integrations, imports, conversion tracking).
• Autonomously navigate common troubleshooting and escalation scenarios.

Qualities

• Proactive Problem-Solver: Proficient at anticipating potential obstacles and proactively developing contingency plans to ensure smooth project execution.
• Collaborative: Provides assistance and support to team members when their expertise or additional capacity is required, fostering teamwork and knowledge sharing.
• Efficient Prioritizer: Manages and prioritizes workload to consistently meet deadlines, ensuring high-priority tasks are addressed promptly and efficiently.
• Advocate: Actively and accurately conveys the customer experience to internal teams, providing valuable insights to enhance product usability and aligning internal efforts with customer expectations.
• Growth-Oriented: Actively works on the continuous development of existing competencies to reach a higher level of skill and proficiency, contributing to personal and team growth. Views challenges as opportunities to learn, grow, and innovate.

Application Instructions

• (Details on how to apply would be included here if available)