Customer Training & Onboarding Specialist

About the role

In this position, you will serve as a primary point of contact for new Feathr customers during their critical setup phase. You will translate the platform's complexity into clear, actionable steps for nonprofit teams. Your daily work will focus on removing barriers to adoption and ensuring users understand how to leverage Feathr's marketing tools effectively. You will own the end-user experience from initial login to confident daily usage. This role requires a high level of empathy and patience when guiding individuals with varying technical abilities. You will act as a bridge between the product team and the customer base, relaying feedback and insights. Success in this position means customers achieve their first meaningful campaign results quickly. Ultimately, you are responsible for building the foundation of long-term customer relationships through excellent training and support.

Key facts

What you'll do

• Assume ownership of the Feathr platform knowledge and become the go-to expert for customers.
• Orchestrate the onboarding journey for a rotating portfolio of nonprofit clients from start to finish.
• Diagnose and resolve technical and configuration issues to ensure smooth platform setup for every account.
• Utilize Salesforce and internal databases to monitor account progression and identify at-risk users.
• Design and deliver engaging training sessions that cover essential features and advanced best practices.
• Conduct a high volume of onboarding calls, averaging five per day, to guide users through the interface.
• Offer ongoing virtual training and responsive email support to address user questions and concerns.
• Collaborate with internal Feathr departments to align customer goals with product capabilities.
• Inspire enthusiasm by showcasing platform success stories and demonstrating tangible value propositions.
• Document common user challenges and training outcomes to inform improvements in the onboarding process.
• Evaluate the effectiveness of training materials and adjust delivery methods to enhance understanding.
• Maintain detailed records of training sessions and follow-up actions within designated tracking systems.
• Identify opportunities for process optimization to reduce onboarding time and improve user satisfaction.
• Foster a supportive learning environment that encourages customers to explore and experiment with the platform.
• Set and review customer success metrics to ensure adoption goals are met efficiently.

Requirements

• Possess 2 or more years of experience training customers on software adoption or platform implementation.
• Bring 1 year of prior experience working within a software or technology product environment.
• Demonstrate the ability to manage multiple customer projects at the same time without sacrificing quality.
• Show a proactive talent for anticipating potential obstacles and resolving them before they escalate.
• Have experience implementing and managing systems to track training progress and completion.
• Be proactive in spotting opportunities for skills training and recommending enhancements to user capabilities.
• Exhibit strong skill in explaining intricate technical concepts in simple terms to non-technical audiences.
• Take personal responsibility for the quality of your work and the achievement of assigned objectives.
• Maintain a professional demeanor and strong communication skills during all customer interactions.
• Adhere to company policies and procedures while upholding a positive brand image.
• Commit to continuous learning to keep current with platform updates and feature releases.
• Follow instructions accurately and complete all assigned tasks within established deadlines.
• Work effectively both independently and as part of a distributed team.
• Have reliable internet connectivity and a suitable workspace for conducting virtual meetings.

Skills & tools

• Salesforce

Practical notes

This is a fully remote position for candidates within the USA, with a preference for those in Eastern or Central time zones. An option to work from the Gainesville, FL headquarters is also available. Benefits include health, dental, and vision insurance (employee coverage ~99%), paid vacation, sick time, holidays, extended winter break, parental leave, wellness reimbursement, home office stipend, and a professional development budget. The interview process includes an HR screen, a work assignment, a manager interview, and reference checks.