Sr. Trainer - Customer Success Operations

Human Interest

18d • $90,000 - $100,000

About The Position

As Human Interest scales for its next phase of significant growth, we're looking for an imaginative, adaptable, and people-centric Sr. Trainer, CSO Enablement. This pivotal role exists to create meaningful, practical, and scalable learning experiences that directly empower our Customer Success organization. You'll be instrumental in developing and delivering critical training programs, collaborating extensively with Revenue leaders, Partner Marketing, and other Enablement team members. Acting as a thought leader, you'll ensure a seamless experience, always keeping the learner’s journey and experience as your guiding light. This is a hands-on role where you'll roll up your sleeves, default to action, and drive strategies that amplify Human Interest's mission to make retirement accessible to all. Given our rapid pace (i.e., 24,791 mph), you'll need to thrive amidst constant change while consistently delivering successful, high-quality outcomes. This role reports to the Manager, CSO Revenue Enablement.

Requirements

• A strong foundation: You ideally have a BA degree or equivalent practical experience.
• A passion for enablement: You bring 5+ years of proven experience in teaching, training, or a closely related field, demonstrating a true knack for developing and elevating others.
• SaaS Savvy: You have a clear understanding of SaaS business motions and the entire customer lifecycle.
• Customer-centric mindset: You've got proven customer management skills, especially with large and complex accounts.
• Impact-driven: You have a proven track record of meeting and exceeding team objectives, constantly striving for measurable results.
• Exceptional communicator: Your written and spoken communication is top-notch, allowing you to clearly convey complex ideas.
• Collaborative spirit: You're adept at developing strong working relationships at all levels of management, both within and outside Human Interest.
• Analytical and organized: You possess top-notch organizational and analytical skills, with a keen ability to use data to inform business decisions and achieve goals.
• Agile and adaptable: You thrive in a startup and SaaS background (preferred), demonstrating comfort with rapid change and a willingness to take calculated risks.

Nice To Haves

• Tool proficiency: Experience using Salesforce, Docebo, Google Drive, and other LMS systems is a definite plus.

Responsibilities

• Lead and facilitate dynamic, instructor-led Onboarding and Continuing Education courses for our Customer Support Specialist and Client Relationship Manager programs. You'll expertly guide employees through self-led learning content, taking full ownership of impactful sessions from start to finish, with additional programs to be supported in the future.
• Maintain a deep, working knowledge across multiple functional areas, delivering training that seamlessly integrates complex processes often opaque to single-discipline practitioners.
• Elevate advanced learners by addressing outcomes that demand significant prerequisite skills. You'll prepare team members who have already excelled at the entry-level, engaging them with content that not only recognizes but actively capitalizes on their shared experiences and veteran insights.
• Leverage learning theory to ensure that all methods are implemented to give any and all training experiences and participants the opportunity to continue to grow their knowledge and development. Recognition of how adult professionals learn is paramount to the success of programs and the business.
• Evaluate trainee performance and provide precise, actionable feedback to managers. You'll establish clear criteria for successful training completion and conduct robust assessments to effectively measure employee progress.
• Independently drive the creation of innovative training processes and materials, collaborating extensively with subject matter experts to ensure all content is meticulously aligned with critical business objectives.
• Proactively review and refine training content at regular intervals, ensuring absolute accuracy and currency. You'll swiftly implement necessary updates across both instructor-led and e-learning materials.
• Prioritize collective success by consistently aligning individual contributions with overarching team objectives.
• Strategically contribute to sustained growth by focusing on long-term impact rather than immediate, short-term solutions.
• Execute all tasks with attention to detail, demonstrating an unwavering commitment to delivering high quality content, and resulting in minimized spelling, grammar, design, or communication errors.
• Achieve superior training outcomes, consistently securing 80% or higher in all formal trainer performance observations.
• Foster a culture of seamless collaboration by effectively communicating and partnering with all enablement team members to achieve our collective goals.
• Champion organizational directives by actively demonstrating unwavering support for company-wide initiatives and key stakeholder strategies.
• Serve as a pivotal ambassador for Human Interest and Enablement, warmly welcoming new team members and ensuring they experience a profoundly successful onboarding journey in their roles. You should carry this into all training environments you are responsible for or take part in.
• Partner strategically with operational leadership to meticulously review training needs and pinpoint knowledge gaps. You'll then develop comprehensive plans to address these, closing the loop with data-driven insights.

Benefits

• A great 401(k) plan: Our own! Our 401(k) includes a dollar-for-dollar employer match up to 4% of compensation (immediately vested) and $0 plan fees
• Top-of-the-line health plans, as well as dental and vision insurance
• Competitive time off and parental leave
• Addition Wealth: Unlimited access to digital tools, financial professionals, and a knowledge center to help you understand your equity and support your financial wellness
• Lyra: Enhanced Mental Health Support for Employees and dependents
• Carrot: Fertility healthcare and family forming benefits
• Candidly: Student loan resource to help you and your family plan, borrow, and repay student debt
• Monthly work-from-home stipend; quarterly lifestyle stipend
• Engaging team-building experiences, ranging from virtual social events to team offsites, promoting collaboration and camaraderie.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees