Training Specialist I

Description

Position Overview 

The Trainer is responsible for the successful onboarding of new customers.  The Trainer ensures the new customer understands and can complete all necessary functions associated with STACK software to help run their construction businesses and grow their confidence and efficiency. Trainers interact with our customers on a daily basis and help solve problems.

Additional trainings can be scheduled at any time during the customer’s lifetime with STACK. Additional opportunities may be available to help build resources, train others internally and make product recommendations to improve overall customer experience. You will assist current customers and teammates with their understanding and use of the product, capture and interpret customer feedback, and identify and occasionally test new product features to ensure flawless execution.

The successful candidate must be able to work from 8:00 AM to 5:00 PM Pacific Standard Time (PST), regardless of their geographic location. This is a critical requirement, and applicants must be able to adjust their schedules accordingly to align with these hours.

Essential Performance Responsibilities and Expectations 

• Onboarding new customers and training them on how to use STACK
• Manage trainings as a 'book of business' assuming responsibility for customer scheduling, rescheduling and cancellation communication as needed
• Provide on-going training, as needed, throughout the customers’ lifetime with STACK including:
  • Refresher training
  • Training on specific areas
  • Assistance with Items / Assemblies
  • New Feature releases
• Answer all questions received via incoming calls, chats, or emails 
• Assist Account Manager and Support with advanced troubleshooting in Intercom, Zoom and telephone
• Document all trainings within Salesforce
• Help identify opportunities in partnership with the Account Manager for onboarding efficiency, account expansion and revenue creation within our customer base
• Document all trainings and complete onboarding within Salesforce
• Identifying gaps in our product that impact the success of our customers
• Working closely with our product and engineering teams to ensure issues are resolved
• Provide video recordings to customer via email or Intercom
• Attend ongoing continuing education on STACK’s application with product for new feature releases.
• Help test new software features
• Inform Director of Customer Success of any training-related issues

Qualifications

Required Experience, Knowledge and Characteristic Attributes  

Must have demonstrated experience, knowledge and characteristic attributes in the following:  

• Bachelor’s Degree or equivalent professional experience
• 1-2 years of experience in software training
• Self-driven and able to work independently, while also being a collaborative team player
• Patient, nurturing, and adaptable personality
• Naturally curious and eager to learn
• Strong problem-solving skills with a solution-oriented approach
• Excellent listener with a high level of empathy
• Solid understanding of mathematical concepts
• Strong written and verbal communication skills
• Customer-focused with a genuine passion for helping people resolve issues
• Previous experience managing customer interactions both online and over the phone throughout the day
• Positive and resilient attitude, even in challenging situations 

Nice to Have:

• 1-2 years construction industry experience
• Strong understanding of construction terminology 
• Experience in estimating
• Fluency in Spanish and/or French is a plus