Full-Time Customer Enablement

About the RoleCustomer Training Specialists at Clutch are essential to the success of our customers, conducting training sessions and creating training resources to ensure our Credit Union customers are enabled on the Clutch platform. This role serves as both an instructional designer to develop informative and engaging training content, as well as a customer trainer, delivering personalized training sessions for individual customer teams.

About the TeamOur Customer Training team works closely with our Implementation, Support, and Product teams to align on the training needs of our customers and ensure that training information is delivered in a timely and effective manner for our Credit Union customers.

What You’ll Do

1. Develop learning materials, including instructor-led training decks, e-learning modules, user guides, and knowledge base articles.
2. Lead customer onboarding and training efforts by conducting engaging virtual instructor-led training sessions tailored to each unique customer’s needs.
3. Collaborate with Product and Implementation teams to understand current processes and procedures and upcoming feature releases and to align training resources with real-world client needs.
4. Assess existing customer training resources and make recommendations to optimize learning experiences.

Within 6 months, you will:

1. Become an expert on our Learning Management System, Docebo, and take on admin tasks.
2. Design, develop, and refine scalable training programs for new and existing products that take into account adult education best practices and learning styles.
3. Analyze training effectiveness through surveys, feedback, and performance metrics to iterate and improve content.
4. Partner with Customer Success Managers to identify ongoing training opportunities and create targeted learning paths.

Within 9 months, you will:

1. Collaborate with internal teams to influence product development based on customer training feedback and learning trends.
2. Drive continuous improvement initiatives in customer education to enhance overall customer experience and success.

What You’ll Bring

• Instructional Design Expertise: Proven experience in developing and delivering training programs, with a strong understanding of adult learning principles.
• Engaging Presentation Skills: Ability to conduct dynamic training sessions that effectively communicate complex information to diverse audiences.
• Technical Proficiency: Familiarity with learning management systems, e-learning development tools, and multimedia content creation. Ability to quickly learn and become a subject matter expert in technical concepts, including a technical product and feature set.
• Eagerness to Learn: Drive to learn new products and develop a new skillset, as well as the desire to develop and convey Subject Matter Expertise in the Clutch product and third party platforms
• Exceptional Communication: Strong verbal and written communication skills, capable of conveying technical concepts in an accessible manner.
• Project Management Abilities: Demonstrated skill in managing multiple projects simultaneously, with a focus on organization and attention to detail.
• Customer-Centric Mindset: A consultative approach to understanding and addressing client needs, with a passion for enhancing customer success.
• Analytical Skills: Ability to assess training effectiveness using key performance indicators and learner feedback, applying insights to improve content and delivery.
• Adaptability: Comfort working in a fast-paced, evolving environment, with a proactive approach to learning and professional development.

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