Customer Training Specialist

Job Description:

We are looking for a Customer Training Specialist to empower our customers’ success. In this role you will be responsible for providing training to our new and existing customers on how to effectively utilize our software and technology solutions within their veterinary practice to realize their full value. This is an exciting opportunity to combine a passion for coaching, enthusiasm for technology and trust and relationship-building skills. As a subject-matter expert of the products you will train customers on, you will be expected to maintain advanced technical knowledge of our products and, keeping up with their evolution. The training you provide will be conducted in different formats, such as webinar, classroom and individualized. It will be primarily delivered via virtual experience, such as Zoom, but will require some travel to customer locations.

Role & Responsibilities

Delivery:

• Deliver customer’s technology training engagements from start to finish using prepared curriculum on identified topics.
• Solicit buy-in from customer & drive technology adoption.
• Conduct online training sessions covering system functionality and best practices for customers in the process of adopting new technology.
• Guide customers through their training plan, e.g. leveraging self-service options, providing pre and post training documentation.
• Collaborate closely with customers and their teams to ensure satisfaction & develop proficiency in our technology solutions.
• Assist with technology solutions configurations and setup based on established standard procedures.
• Support customers’ review of data converted from other systems when applicable and work with cross-functional teams to identify and correct identified data conversion issues.

Facilitating & Collaborating:

• Own the execution of the training plan, schedule sessions, webinars and follow-ups as needed.
• Develop trusting and collaborative relationships with assigned customers through effective and proactive communication, empathetic teaching, and product adoption efficiency.
• Collaborate cross-functionally with sales, customer success, technology, support and data conversion, to ensure customers have all they need to complete their onboarding journey.

Enablement:

• Document and track training activities and progress within the internal CRM / Project Management system.
• Collaborate with the customer training team on curriculum improvements and content development to increase effectiveness of training program.
• Foster a culture of organizational and compliance readiness.
• Participate in special projects and perform other duties as required.

REQUIRED QUALIFICATIONS

• Minimum 1 year of experience in customer-facing role, preferably customer training or implementation of products or services, customer support/service or similar role.
• Experience with Salesforce, ServiceNow, ZenDesk, or similar tools preferred.
• Proficiency with Microsoft O365 suite.
• Technology / SaaS experience preferred.

COMPETENCIES (SKILLS AND ABILITIES)

• Exceptional verbal and written communication skills.
• Strong organizational and project management skills.
• Experience leading presentations, public speaking, or classroom training for technology or software products or services.
• Ability to coach and train a diverse group of people, virtually and in person.
• Ability to effectively communicate at all levels.
• Ability to learn new tools, systems, and procedures.
• Demonstrated analytical and problem-solving skills.
• Ability to prioritize and work autonomously.
• Passion for creating and sharing best practices via reliable, repeatable content.
• Veterinary Industry knowledge a plus.

Travel required on occasion 10-25%

Salary may vary depending on factors such as confirmed job-related skills, experience, and location. However, the pay range for this position is as follows. Sales Positions are eligible for a Variable Incentive

$46,400.00-$61,800.00

We offer the following benefits for you to take advantage of while you are here provided you meet the eligibility requirements under each governing program:

• 401k savings & company match

• Paid time off

• Paid holidays

• Maternity leave

• Parental leave

• Military leave

• Other leaves of absence

• Health, dental, and vision benefits

• Health savings accounts

• Flexible spending accounts

• Life & disability benefits​

• Identity theft protection

• Pet insurance

• Certain positions may include eligibility for a short term incentive plan