Training & Onboarding Specialist

Feathr; Gainesville (FL); Remote; USD 55,000 - 65,000; Full time

Job summary

Feathr is seeking a Training & Onboarding Specialist to assist customers during their onboarding process. This role involves guiding clients through the implementation of Feathr's platform, ensuring they can independently navigate and utilize the software effectively. Ideal candidates will have experience in software training and a proactive approach to problem-solving.

Benefits

Health, dental, vision insurance

Unlimited sick time

Vacation Time

Professional Development Budget

Flexible Work Schedule

Team hangouts and events

Qualifications

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

Responsibilities

• Assist customers in the implementation process across their websites and platforms.
• Conduct daily live onboarding calls and deliver virtual training.

Skills

Proactive Problem-Solver

Collaborative

Efficient Prioritizer

Advocate

Growth-Oriented

Job description

Join to apply for the Training & Onboarding Specialist role at Feathr

Join to apply for the Training & Onboarding Specialist role at Feathr

Your Company:

As the Nonprofit Marketing Platform trusted by over 1,300 nonprofits, Feathr is purpose-built to help our customers unlock more results, time, and confidence.

Your Company:

As the Nonprofit Marketing Platform trusted by over 1,300 nonprofits, Feathr is purpose-built to help our customers unlock more results, time, and confidence.

Feathr's software marketing platform equips nonprofits with the tools they need to build purposeful connections with their community and grow impact with confidence.

We're working on building an amazing culture at Feathr, where amazing people (like you) can do their best work. If you're ready to grow and "help the helpers" you've come to the right place.

But hey, don't take our word for it. Hear what current and former Flockers have to say about their experience.

Training & Onboarding Specialist

Compensation: $55,000 annually, and up to a 10% bonus potential

Benefits: Health, dental, vision, Summr and Wintr breaks, paid vacation + Unlimited sick time

Your Work:

Feathr is a fast growing, customer-centric company working to provide a marketing solution for events, associations, nonprofits, and credit unions tailored specifically to their needs.

As a Training & Onboarding Specialist, you will assist Feathr’s customers 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 and help them publish their first marketing campaigns.

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 able to independently navigate Feathr, launch campaigns, and plan next steps for their Feathr marketing.

Your Experience:

• 1+ year 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-Solver: You’re proficient at anticipating potential obstacles and proactively developing contingency plans to address them, ensuring smooth project execution.
• Collaborative: You provide assistance and support to team members when their expertise or additional capacity is required, fostering a culture of teamwork and knowledge sharing.
• Efficient Prioritizer: You manage and prioritize your workload to meet deadlines consistently, ensuring that high-priority tasks are addressed promptly and efficiently.
• Advocate: You actively and accurately convey the customer experience to internal teams, providing valuable insights to enhance product usability and aligning internal efforts with customer expectations.
• Growth-Oriented: Actively working on the continuous development of existing competencies to reach a higher level of skill and proficiency, contributing to personal and team growth. You view challenges as opportunities to learn, grow, and innovate.
  
  

Your Day:

• Relationship Management
• Manage a rotating portfolio of accounts
• Record account progress in Planhat and other databases
• Identify, mitigate, escalate, and resolve customer risks
• Understand customer sentiment to inform escalation strategies and effectively communicate account-statuses with cross-team stakeholders
• Cultivate enthusiasm among new users by tailoring Feathr app training to drive product adoption
• Effectively utilize written, asynchronous, live, communication methods to reach goals
• Meet SLA turnaround/response times for account setup and customer communication
• Platform Implementation:
• Exhibit expertise on the Feathr platform
• Ensure a smooth and efficient setup on Feathr and facilitate integration between Feathr and customers’ other platforms
• Address any technical aspects or configuration requirements to tailor the platform to the specific needs of the customer (e.g., GTM placement, integrations, imports, conversion tracking)
• Autonomously navigate common troubleshooting/escalation procedures
• User Training:
• Conduct daily live onboarding calls
• Deliver multi-modal virtual training and email communication to product users
• Provide comprehensive training sessions to new users, equip them with the knowledge and skills needed to navigate the Feathr platform effectively to meet their marketing goals, and empower successful long-term self-serve customers
• Cover key features, functionalities, and best practices to empower users in maximizing the benefits of the platform
• Highlight success stories/case studies to inspire confidence and excitement about the value that Feathr can bring to their marketing initiatives
• Team Role:
• Provide assistance to manager on aspects of team administration by leading special projects or serving certain key roles
• Contribute to a positive and healthy team culture
  

Please 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 advanced notice.

Compensation:

Starting salary for this position is $55,000 annually depending on experience and credentials, with the potential to earn an additional 10% of base salary.

In addition, you’ll receive health/dental/vision insurance, and other benefits like a professional development budget, office food, and social events, not to mention being a part of a supportive and motivated Professional Customer Success team.

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.
• Hiring Manager Interview- 45-60 minute virtual meeting with the Hiring Manager to answer role-specific questions and dive deeper into your background and experience.
• 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.
• Panel Interview - 1 hour interview with two to three key members of the team. 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.
• 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.

Accommodations

If you require accommodations or assistance during the application or interview process due to a disability, please submit a request via this Candidate Reasonable Accommodation Request Form.

Benefits & Perks

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.

• Full vision and dental, 99% health insurance
• Flexible Work Schedule
• Unlimited sick time for when you need to take care of your physical or mental health
• Vacation Time
• Extended Summr + Wintr Breaks
• 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.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Human Resources

• Industries

  Software Development

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