SaaS Training Specialist

Job Description:

About LighthouseAI
LighthouseAI, a Pharma Solutions company, provides pharmaceutical state licensing software and services to pharmaceutical manufacturers, wholesale distributors, logistics companies, and pharmacies.

The LighthouseAI product suite includes LighthouseAI Intelligence®, which uses artificial intelligence to automate compliance requirement research, and LighthouseAI Management® which enables maintenance.

LighthouseAI will create a stress-free and streamlined state licensing experience with support from our expert industry veterans and professional solutions.

Summary:

The SaaS Training Specialist is responsible for educating and training both new and existing customers, and employees, as well as providing demos to drive adoption/use of LighthouseAI software products. With your expertise and knowledge, you will work with a diverse set of customers (from small businesses to large enterprises) who have varying technical skills. Through online sessions, you will facilitate learning to clients on how to best optimize and utilize our solutions aligned with their day-to-day business practices. Additionally, you will work closely with the Implementation Team to plan, schedule, and deliver an exceptional customer experience. The SaaS Training Specialist will report to the Customer Success Manager.

This is a full-time remote position.

Essential Duties and Responsibilities:

Responsibilities and tasks outlined in this document are not exhaustive and may change as determined by the needs of the company and/or its clients. 

• Facilitate processes to increase departmental efficiency.
• Create, revise, and maintain SOPs for departmental reference.
• Develop and maintain expertise and knowledge in multiple product offerings, including the knowledge of the end-to-end solution and product value outcomes. Become expert in the purpose, features and functions of LighthouseAI SaaS applications and how they are intended to be used by customers.
• Establish and maintain strong successful customer relationships by utilizing excellent communication and collaboration skills.
• In collaboration with the project team, communicate issues, risks, escalations, timelines, and delays to ensure an exceptional customer experience and successful customer implementation.
• Maintain User Role Guides for all updates made to LighthouseAI™ platform; keeping Permissions list updated for client confirmation and understanding of different role types.
• Provide client Disengagement or Warning notices as directed.

SaaS Training

• Responsible for coordinating schedules, preparing, and delivering quality training to clients and new employees on SaaS programs.
• Capture quotes, feedback, client testimonials and feature requests for improvements as it relates to training and the development of training program curriculum and the development of the software.
• Provide user access and assign appropriate user roles.
• Track training and follow-up sessions on Jira Client Training Tracker (CTT) board.
• Determine individualized and group training plans that address specific business needs.
• Assess learner needs and capabilities and adapt training methods to meet the needs of the learner and ensure training success.
• Consistently incorporate training techniques that keep learners engaged and perform ongoing analysis to determine effectiveness of training.
• Deliver online instructor-led training for customers at company, industry conferences, or customer sites, using a variety of tools including online meeting and collaboration applications like Zoom and Microsoft Teams. (future)

Customer Adoption

• Provide follow-up emails and client communications related to training, as necessary.
• Coordinate and facilitate client utilization meetings.
• Interpret audit log and usage reports; follow-up with clients on a regular cadence to ensure engagement, adoption, and usage.
• Create and maintain monthly Client and User subscriber lists.
• Provide updates to Marketing and Product Management as needed.

Customer Success Strategy

• Establish and nurture strong relationships with SaaS customers, serving as a point of contact.
• Understand customers' unique business needs and challenges, and provide the customers targeted insights and updates to maximize their success with LighthouseAI.
• Regularly engage with customers through virtual meetings, calls, emails, and other communication channels to assess their satisfaction, address concerns, and offer assistance.
• Collaborate with cross-functional teams to develop and execute customer success strategies, including adoption plans, business reviews, and performance analysis.
• Gather customer feedback and insights as a “Voice of the Customers” to advocate for product enhancements and feature requests, ensuring continuous improvement and alignment with customer needs.

Work Experience Qualifications:

• Relevant customer experience 2+ years
• 2+ years of training experience preferred

 Other Qualifications:

• Microsoft Office suite competency including Excel, Word, and PowerPoint
• Staying organized while effectively prioritizing multiple projects at once.
• High attention to detail when completing projects.
• Strong time management skills to complete projects by deadlines.
• Self-motivated individual who takes ownership of their projects.
• Maintain excellent verbal, writing, and language skills.

Benefits offered include:

• PTO & Paid Holidays
• Health, Dental, Vision Insurance
• Life Insurance
• STD / LTD

The pay range for this role is:

70,000 - 75,000 USD per year (Remote (United States))

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Software

Remote

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