Job Overview:

The Senior Trainer will play a critical role in training initial customer success classes ongoing continuous education classes for our existing Customer Success team. This position will ensure that our customer success representatives are equipped with the skills knowledge and tools to resolve customer inquiries effectively efficiently and with a high level of customer satisfaction. You will partner with a cross-functionally Customer Success leadership team to identify areas for improvement and development.

Key Responsibilities:

• Train: Implement and continuously improve training programs for new hires and existing team members within the Customer Success department.
• Performance Tracking & Improvement: Evaluate the effectiveness of training programs through feedback assessments and key performance indicators (KPIs). Use data-driven insights to refine and enhance training processes.
• Customer Success Alignment: Collaborate with the Customer Success leadership team to understand evolving business needs customer pain points and call center metrics to tailor training efforts to improve customer satisfaction and retention.
• New Hire Onboarding: Oversee the onboarding training process for new Customer Success team members ensuring a seamless transition into their roles.
• Ongoing Development: Create continuous learning opportunities for tenured agents to enhance their performance including refresher courses skill workshops and advanced customer service techniques.
• Cross-Functional Collaboration: Work closely with other departments (e.g. Product Sales Marketing) to ensure alignment between training programs and company-wide objectives.
• Coaching & Feedback: Provide coaching and feedback to customer success agents supporting them in real-time to improve their knowledge and customer interactions.
• Maintain Industry Knowledge: Stay up to date with trends and best practices in customer service call center operations and training methodologies.