Customer Success Training Specialist
Eh, It's Probably Fine
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Guideline | $75,000-$94,000
Steph's Notes:
Given the work this role will be doing and how often they will be working with senior leadership, I think it probably should have a more senior title and a slightly higher salary range.
Original Job Description: Customer Success Training Specialist
Reporting to the Vice President of Customer Success, the Customer Success Training Specialist plays an integral role in helping Guideline achieve its mission - helping everyone arrive at a secure retirement.
In this role, you will build and manage a world-class Customer Success training program. You will be responsible for preparing the team for any new regulation and product launches. You will lead new hire onboarding for the Customer Success team and ensure new hires have a strong understanding of our internal tools and 401(k). This is the perfect opportunity for someone who loves building programs and systems from the ground up, and is passionate about creating world-class learning experiences.
What You Will Be Working On
- Develop and manage Customer Success’ new hire and ongoing training program
- Partner with senior leaders and cross functional teams to perform needs assessment and program recommendations
- Define, measure, monitor and communicate L&D program management plans, metrics, status, risks, roadmap and schedules at the right altitude and cadence for the audience
- Build and maintain trainings via our LMS and live remote trainings Increase the effectiveness, knowledge, and performance of the team
- Collaborate closely with cross-functional teams to align with company priorities and goals and translate those into effective training programs
- Partner with our Product, Design, and Customer Success teams when new features are implemented and build trainings to prepare our team for rollout
- Collaborate with team SMEs to update and maintain SOPs, workflows, and learning resources
What We're Looking For
- 3+ years experience designing, building, delivering, and managing Learning and Development programs in a rapid-growth SaaS-based portfolio/platform business with ability to manage multiple work streams, priorities and schedules
- 2+ years experience in a highly regulated industry such as fintech, retirement industry strongly preferred - 401(k) knowledge is a huge plus!
- Experience delivering multimodal learning experiences including Instructor-led, virtual and in person training as well as self-paced online courses via LMS systems such as LearnUpon, Workramp, Litmos, TalentLMS Excellent verbal and written communication skills
- Proven track record of optimizing a CS teams’ performance through a world class training program
- Flexible - we’re moving fast, so the ability to constantly adapt to new conditions is a must
- Bachelor’s degree preferred (or equivalent field-related experience)
- Ability to pass background and credit check for employment
- 401(k) knowledge is a huge plus!
More About Guideline
Everyone should have a simple, affordable way to save for retirement. At Guideline, our plans are low cost and highly automated. This makes it easy for companies to offer a valuable benefit—and easy for people to invest in their financial future with confidence.
Offer Package
The expected Salary Range for this position is $75,500 - $94,000 annually.
Compensation is determined by numerous factors such as your qualifications, experience, and work location. Additional benefits: Flexible vacation policy Company equity 401(k) with matching contributions 100% paid employee insurance coverage Annual learning and development stipend Parental leave Sabbatical after 5 years of employment Guidelines provides equal employment opportunities to all employees and applicants for employment without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Employment open to residents of CA, CO, FL, MA, MD, ME, NC, NY, TX, and WA. Guideline is committed to protecting the privacy and security of the personal information of our applicants. Please refer to Guideline's Privacy Policy for information about our privacy and security practices. #LI-Remote Expected Salary Range $75,500—$94,000 USD
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