Customer Training & Onboarding Specialist

About the role

Feathr helps over 1,300 nonprofits connect with their communities through a specialized marketing platform. This role focuses on guiding new customers through the initial setup and training of the Feathr platform. You will empower users to confidently utilize the software and understand its advanced capabilities.

Key facts

What you'll do

• Become a product expert for the Feathr platform.
• Manage a rotating portfolio of customer accounts during their onboarding phase.
• Ensure efficient platform setup, addressing technical and configuration needs for each customer.
• Track account progress using Salesforce and other internal databases.
• Deliver comprehensive training sessions to new users, covering key features and best practices.
• Conduct approximately 5 onboarding calls daily.
• Provide virtual training and email support to product users.
• Communicate effectively with customers and internal Feathr teams.
• Generate excitement among new users by demonstrating the platform's potential and success stories.

Requirements

• 2+ years of experience in training customers on software adoption or platform implementation.
• 1 year of experience in a software or tech product environment.
• Ability to manage multiple projects concurrently.
• Skilled in anticipating and resolving potential obstacles proactively.
• Capable of implementing and managing processes to track training progress.
• Proactive in identifying training opportunities and recommending skill enhancement strategies.
• Proficient at explaining complex technical concepts and providing clear instructions to non-technical audiences.
• Takes personal responsibility for work quality and meeting objectives.

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.