Customer Training & Onboarding Specialist

Capital Factory; United States; On-site; USD 49,500 - 60,500; Full time

Benefits offered by this job

Fully remote

Health/Dental/Vision insurance

Paid vacation, sick, holidays

Home office stipend

Professional development budget

Job summary

Feathr is seeking a Customer Training & Onboarding Specialist to guide new customers through Feathr’s onboarding process, enabling them to navigate the platform and launch basic campaigns confidently.

You will conduct onboarding sessions, tailor configurations, and monitor progress to ensure customers understand high-level Feathr concepts and are excited about advanced features. This role emphasizes proactive problem-solving and clear technical communication.

Qualifications

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

Responsibilities

• Platform Implementation: Become a Feathr Product expert, manage accounts, ensure smooth setup, tailor platform to customer needs, track progress in Salesforce and databases.
• User Training: Deliver comprehensive training sessions, cover key features and best practices, conduct ~5 onboarding calls daily, communicate with customers and Feathr teams.
• Building Excitement: Highlight diverse capabilities and success stories to inspire confidence and demonstrate Feathr's value.

Skills

Proactive problem-solving

Training progress monitoring

Awareness

Effective technical communication

Accountability

Job description

Customer Training & Onboarding Specialist

Compensation: $55,000 annually, and up to a 10% bonus potential
Benefits: Fully Remote, Health/ dental/ vision, Paid Vacation/ sick/ holidays

Your Work:

As a Training & Onboarding Specialist, you will assist Feathr’s customer in the implementation process across their websites and platforms during their onboarding period. You will walk them through the initial steps of their high-level technical understanding of Feathr.

The Training and Onboarding team ensures that customers not only successfully integrate Feathr into their marketing, but are also able to feel confident and enthusiastic about harnessing its full potential for their marketing endeavors.

The customer should leave their Onboarding experience feeling confident to navigate Feathr and launch basic campaigns, and excited about the possibilities of Feathr’s more advanced features.

Your Experience:

• 2+ years experience training customers in software adoption or platform implementation
• 1 year experience in a software-related/tech product environment
• Proficient at managing simultaneous projects

Your Qualities:

• Proactive Problem-Solving: You’re proficient at anticipating potential obstacles and proactively developing contingency plans to address them, ensuring smooth project execution.
• Training Progress Monitoring: You possess the ability to implement and manage processes to systematically track training progress, ensuring that training objectives are met efficiently.
• Awareness: You actively identify training opportunities and recommend strategies to enhance team members' skills and knowledge, fostering continuous improvement.
• Effective Technical Communication: You’re skilled in explaining complex and technical concepts, as well as providing clear instructions. You do this by ensuring that technical information is comprehensible to a non-technical audience.
• Accountable: You take personal responsibility for the quality and content of work, ensuring that deliverables meet or exceed established standards and objectives.

Your Day:

• Platform Implementation:
  • Become a Feathr Product expert
  • Managing a rotating portfolio of accounts
  • Ensuring a smooth and efficient setup on Feathr
  • Addressing any technical aspects or configuration requirements to tailor the platform to the specific needs of the customer
  • Tracking account progress in Salesforce and other databases
• User Training:
  • Providing comprehensive training sessions to new users, equipping them with the knowledge and skills needed to navigate and utilize the Feathr platform effectively
  • Covering key features, functionalities, and best practices to empower users in maximizing the benefits of the platform
  • Conducting approximately 5 onboarding calls per day
  • Delivering virtual training and email communication to product users
  • Communicating effectively with customers and internal team members at Feathr
• Building Excitement:
  • Cultivating enthusiasm among new users by showcasing the diverse possibilities and capabilities offered by Feathr
  • Highlighting success stories or potential outcomes to inspire confidence and excitement about the value that Feathr can bring to their marketing initiatives

Note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Compensation:

Compensation for this role is $55,000 annually with the potential to earn an additional 10% of base salary.

Location:

This position is remote for candidates located within the United States, with preference given to those who reside in the Eastern or Central time zones. There is also an option to work from our headquarters in Gainesville, FL. If you aren’t familiar, Gainesville is a hip, mid-sized city with a highly innovative population and an attainable standard of living.

Interview Process:

As a part of our commitment to creating a fair, equitable, and positive interview experience for all candidates, we offer full transparency of our interview stages to give applicants an idea of the time and effort involved. Additionally, each interview stage consists of standardized questions and rubrics with a scoring system to ensure a consistent and fair assessment practice of all candidates.

• HR Information Screen - The Talent Acquisition Team will invite candidates that move forward to a 20-30 minute virtual interview. This conversation will be focused on relevant work experience, compensation, role overview, and answering any questions the candidate has.
• Work Assignment - Candidates will be given a work assignment prompt to complete a project that is relevant to the work they can expect in the role.
• Manager Interview - 1 hour interview with the Manager. This interview will dive deeper into the role, technical knowledge, and requirements of the position. You will also utilize this time to review any questions related to your work assignment.
• Reference Check - Candidate's being considered for this role will be asked to provide three professional references.
• Offer - The Talent Acquisition Team will reach out with the details of the offer to discuss with the candidate. This is also the opportunity for candidates to provide any additional information or context if there are concerns surrounding their background check. Feathr believes candidates that have made it to this point in the interview process are truly talented individuals, and so we are open to dialoguing background screens before turning away candidates that have consistently excelled through the interview process.

Interviewing at Feathr

We’ve prepared a comprehensive candidate resource that provides valuable insights and tips for interviewing at Feathr. It covers everything from common interview questions to helpful advice on how to make the most of your interview experience with us. Access the resource here.

We encourage all applicants to take advantage of this resource to help prepare for their interviews and gain a deeper understanding of what to expect when applying to join our Flock.

Benefits & Perks for full-time employees

We love our Flock and the work they do! But let’s be honest, life isn’t just about work. So we created a perks and benefits package that aims to help our team grow by including their wellness, families, passions, and personal time.

• Fully remote
• Full vision, dental, and ~99% health insurance for employees
• Sick time off
• Vacation time off
• Extended Wintr Break
• Parental Leave
• Wellness Reimbursement Credit
• Home Office Stipend
• Professional Development Budget
• Team hangouts and events

Culture:

Feathr defines culture as the secret sauce that makes our flock members want to come to work everyday and do their best work. Like every company, we have an acronym that conveys the most important aspects of the culture we strive to have.

• Practicality: Progress Over Perfection
• Ambition: When Feathr wins, We all win
• Candor: Better communication, Better results
• Trust: Assume the best, Share openly
• Service: We exist to fix

This acronym is only as useful as the integrity of the people who reference it and believe in it. Every person at Feathr will face challenges, the most important quality is a commitment to work through those challenges with self-awareness and honesty.

Feathr is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive and equitable environment for all employees. So, however you identify and whatever background you bring with you, if you think you’d drive value in this position, please apply.