Product Training and Documentation Specialist (Remote- US Based)

Job Summary 

The Municipalities Product Training and Documentation Specialist is responsible for all customer training, including new sales, upsells and retraining of existing customers. All training will be performed on our flagship recreation management product CommunityPass.  As part of the team that first engages with onboarding customers, this position requires that you possess a dynamic mix of abilities to smoothly introduce customers to the application. 

The Specialist will also be responsible for revamping the CommunityPass training curriculum and delivery method using the latest learning management systems.

Finally, the specialist will be responsible for creating and updating product help and training documentation.

Responsibilities 

• Work collaboratively within the Account Management team to successfully train new customers on our product.
• Manage and update training portion of implementation project plans for each new customer.
• Work with Account Management and the customer to create the appropriate training plan based on modules being implemented.
• Perform virtual and in-person new customer training sessions.
• Perform virtual and in-person supplemental training sessions for existing customers.
• Work collaboratively with Account Management team members to resolve and record requirements or client issues that arise during training.
• Assist the Implementation team in configuring our software to behave in accordance with customer needs.
• Help to document processes and relevant support material.
• Develop product use content and guides for online help.
• Help drive roadmap items and enhancements derived from customer feedback during training.
• Provide coverage for Customer Support team as needed during peak periods.

Requirements 

• Bachelors degree in Information Systems, Business or Equivalent Experience
• 2+ years of experience in product training, software project management or software support
• Knowledge of SaaS software
• Strong written and verbal communication and presentation skills.
• Acute attention to detail and documentation.
• Strong organizational and project management skills.
• Must be able to multi-task and manage tasks from clients.
• Ability to work independently and collaboratively.
• Initiative, focus, and passion for seeing our clients, and our company, succeed.
• Ability to stay calm under pressure and respond to customer needs quickly and effectively.

Preferred 

• Experience using software tools such as Office 365 applications, Microsoft Teams, GoToMeeting, GoToWebinar and wiki-style knowledge-bases like Confluence
• Experience using SmartSheet, Monday.com, Zendesk or another client support portal.
• Customer Focus: Ability to use discretion and independent judgment to solve complex problems.

Excited about this role but don’t meet every single requirement?  Studies have shown that women and other marginalized groups are less likely to apply to jobs unless they meet every single qualification.  At Togetherwork we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways.  You may be just the right candidate for this or other roles.

The Company offers a comprehensive employee benefits program, including:

• Medical, dental, and vision insurance options 
• 100% Employer paid short/long term disability
• Basic Life 
• 401(k) option with 100% company match 
• Flexible paid personal/vacation time built on mutual trust and accountability
• 10 sick days annually 
• 10 company paid holidays
• 6 weeks paid parental leave

Inclusion and Diversity: Togetherwork is an Equal Employment Opportunity Employer. We are a company where diverse backgrounds, experiences and viewpoints are valued. Togetherwork does not make hiring or employment decisions on the basis of race, color, religion, gender, gender identity, sex, sexual orientation, disability, veteran status, age, ethnic or national origin, or any other basis protected by all local, state or federal laws. 

Salary Range Disclosure

The base range represents the low and high end of the Togetherwork salary range for this position. Actual salaries will vary and may be above or below the range based on factors including, but not limited to location, experience, and performance. The range listed is just one component of Togetherwork's total compensation package for employees. Other rewards may include discretionary bonuses, long term incentives, a flexible paid vacation/personal time policy, 6 weeks paid parental leave and more.

Salary Range

US Remote: $55,000- $70,000 USD per year 

Togetherwork provides integrated software and financial solutions to a wide range of communities and organizations including associations, camps, unions, fraternities & sororities, gyms, dance studios, religious congregations, pet services, and more.

Our mission-critical tools help our customers manage and grow their communities, and enhance the depth and breadth of their member engagement. Our team is united in its desire to help our clients better serve and empower their communities.

This role will be supporting the Municipalities vertical solution https://www.togetherwork.com/vertical-solutions/municipalities/.