Description:
The Customer Success Onboarding Specialist role reports to the Customer Success Enablement Manager. You will specialize in responding to requests from stakeholders & leading initiatives to keep the program’s curriculum relevant, engaging, & operating smoothly day-to-day for new hires in Customer Success.
Ideally, you’ve had experience working in or helped develop an onboarding program that delivered value to new team members from the time they accepted their offer all the way through to hitting their first quota.
Responsibilities
- Intake facilitator requests for modifications to onboarding content & align with the Customer Success Enablement Manager on strategy for launching new onboarding initiatives
- Audit quarterly changes to Motive’s product & processes, identify areas in the current curriculum impacted by those changes
- Develop instructor-led training content & self-led tasks to be worked into the onboarding curriculum
- Coordinate onboarding schedules for various roles
- Audit facilitator adherence to the onboarding playbook. Use findings from audits to develop governance tools that make it easier for facilitators to adhere to the process.
- Act as a backup facilitator to deliver training to entry to mid-level front-line CS & Sales staff as needed
Experience And Skills
- 2+ years experience in Instructional Design or Onboarding Facilitation
- Experience developing standard operating procedures & playbooks
- Exceptional communication (both verbally and in writing), presentation, and interpersonal skills
- Excellent time management and organizational skills
- In-depth knowledge of learning theories and instructional design models
- Ability to write effective copy, instructional text, audio and video scripts