Senior Trainer, Professional Services

About Airtable:

Airtable is a powerful platform that empowers teams to organize and manage their work in a flexible, user-friendly environment. Our mission is to democratize software creation by enabling anyone to build the tools they need to do their best work. Join us in transforming the way organizations collaborate and innovate.

Role Overview:

As a Sr Trainer within Airtable's Professional Services organization, you will be responsible for designing, building and delivering training programs to Airtable Customers. You will work closely with clients, internal teams, and project groups to ensure successful project execution, training, change and adoption. As the first team member in this role you will also help define the customer training function as we continue to grow.

Key Responsibilities:

• Deliver Training Programs: Conduct virtual and in person training sessions on the Airtable product and customer-specific workflows and use cases. This could include admin training, user training and train-the-trainer programs.
• Develop Training Materials: Create, update and customize training materials including presentations, user guides, e-learnings and video guides
• Curriculum: Develop curriculum templates and outlines for repeated use at scale
• Assess Training Needs: Collaborate with stakeholders to identify training needs and tailor programs to address specific workflows, terminology and use cases
• Change Management: Understand key personas within the customer organization, customizing communications, training content and calls to action base on key critical topics for each persona
• Evaluate Training Effectiveness: Gather feedback from trainees and the services project team to assess the effectiveness of the training offerings, including impact on CSAT and early adoption
• Product Expertise: Attain and maintain knowledge of the Airtable product including best practices
• Support Implementation: Act as a part of the services project team, assisting customers during onboarding and implementation to ensure a smooth transition from project management & build to change management, training and early adoption
• Collaboration: Work closely with the Scale Customer Success team to leverage digital training assets and to share suggestions and curriculum with the Customer Education team. 

Qualifications:

• Experience: 3+ years of experience in customer training - both design and delivery, preferably in the SaaS industry. Experience working within project teams, driving customer change and outcomes.
• Education: Bachelor’s degree in Business, Information Technology, or a related field; CPTM or similar certification is highly desirable.

Travel: Willingness to travel up to 20% of the time

• Skills:
• Familiar with Zoom, Skilljar, Camtasia or other tools 
• Professional content and presentation development
• Public speaking, including in various forums with different audiences
• Active listening skills with the ability to mediate differences between a stakeholder's POV and the material/new process being trained
• Expertise in learning styles and skill levels, with the ability to adjust approach on the fly to accommodate personas
• Project management experience
• Attributes:
• Great with an audience - engaging, high energy, and flexible
• Strategic thinker with a client-centric approach.
• Highly organized with keen attention to detail.
• Adaptive to changing priorities and able to thrive in a fast-paced environment.
• Strong problem-solving capabilities and a proactive attitude.
• Passion for building and testing new processes.

Airtable is an equal opportunity employer. We embrace diversity and strive to create a workplace where everyone has an equal opportunity to thrive. We welcome people of different backgrounds, experiences, abilities, and perspectives. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any characteristic protected by applicable federal and state laws, regulations and ordinances. Learn more about your EEO rights as an applicant. 

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