Customer Success Trainer

Job Description

Our Mission and Opportunity Early education is one of the greatest determinants of childhood outcomes, is a must for working families, and has a lasting social and economic impact. Brightwheel’s vision is to enable high quality early education for every child — by giving teachers meaningfully more time with students each day, engaging parents in the development of their kids, and supporting the small businesses that make up the backbone of the $175 billion early education market. Brightwheel is the most loved technology brand in early education globally, trusted by thousands of educators and millions of families. Our Team We are a fully remote team with employees across every time zone in the US. Our team is passionate, talented, and customer-focused. Our exceptional investor group includes Addition, Bessemer Venture Partners, Chan Zuckerberg Initiative, GGV Capital, Lowercase Capital, Emerson Collective, and Mark Cuban. We believe that everyone—from our employees to the students, teachers, and administrators we serve— should be given the opportunity to learn and thrive, whatever their background may be. We celebrate diversity in all forms because it allows our team and the communities we serve to reach their full potential and do their best work. From decision making, to how we operate, we ground ourselves in our Leadership Principles every day. Who You Are Brightwheel is seeking a trainer for our customer-facing teams. You are a teacher and coach at heart and are excited to connect our customer-facing teams with the skills they need to best serve our customers. In particular, you are excited to help new team members ramp over their first 30 days by fully owning their ramp plan. This will include ownership over training and ensuring new customer-facing team members are hitting the necessary metrics in their first 30 days at brightwheel. After the initial 30 day new-hire training period, you will collaborate with stakeholders to identify additional training needs through 90 days by providing continuous learning focused on overall knowledge gaps. You can effectively organize and run training sessions in one-on-one or group settings, designed to help new hires learn their role, core processes, product knowledge, and internal systems. All of your work is carefully designed and self-managed to ensure new team members begin to contribute to team goals by the time they’ve completed the 30-day ramp plan.

What You'll Do

• Identify, prioritize, and organize all skills, topics, and training needed for new employees to ramp quickly and to become productive team members.
• Revamp and develop new or existing training materials that have a 3+ month shelf life, and regularly update materials as policies, processes and product features grow.
• Own new hire training end to end. This may include full time, temporary, contract, or 3rd party vendor employees. This may include team members across onboarding, customer support, upsell/engagement, and sales support positions.
• Help develop and maintain our internal LMS/L&D system as well as existing training content.
• Assist in continued development (upskill training, industry knowledge, guided modules for floor reps.)
• Maintain an understanding of Product updates and how they impact/benefit reps/customers in each role.
• Project manage and organize Enablement initiatives (i.e. training schedules), including coordination with SMEs, calendar coordination, and day-by-day plans for each new hire.
Deliver effective training using multiple formats and techniques including but not limited to:
• asynchronous and synchronous ways of presenting
• Call coaching review and feedback / shadowing
• Role play exercises
• Self-study lessons / exercises
• Walk-throughs by trainer OR subject matter expert
In addition you will:
• Set new hire goals
• map learning objectives to metrics and goals
• Create and grade assessments, track performance, and manage any course correction, acceleration and/or remediation on a person by person basis.
• Partner with managers on performance gaps and individual action plans based on your direct observations and data points.
Note: all training is done virtually / remotely, as we are a 100% remote workforce

Qualifications, Skills, & Abilities

• 3+ years in a customer-facing role (ideally in onboarding, customer success and/or account management)
• Demonstrated ability and passion for coaching and teaching in a remote environment
• Strong ability to Take Ownership and Make It Happen
• Exceptional prioritization skills
• Ability to achieve ambitious goals with limited resources and tight timelines
• Fast learner - able to learn new features quickly on your own
• Comfort with ambiguity in a fast-paced startup environment

Brightwheel is committed to internal pay equity and offers a competitive compensation package, including base salary, equity, and benefits. Our benefits package includes premium medical, dental, and vision benefits, generous paid parental leave, a flexible paid time off policy, a monthly wellness and productivity stipend, and a Learning & Development stipend. For cash compensation, brightwheel sets standard ranges for all roles based on function, level, and geographic location, benchmarked against similar-stage growth companies. In addition to equity, our annual cash compensation for this in all US-based locations is an on target earnings of $70,000 - $90,000. Brightwheel is committed to creating a diverse and inclusive work environment and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Apply for this job