Product Trainer

About Gladly
Gladly is the radically personal customer service platform that puts people at the center of a single, lifelong conversation. We enable brands to talk to their customers the way people talk to their friends: seamlessly across voice, email, SMS, chat, and social media. Unlike legacy customer service software designed around tickets or cases, Gladly is centered around people and conversation history to build deeper relationships between brands and their consumers, grow loyalty and drive revenue. Some of the world's most innovative consumer brands like Nordstrom, Crate & Barrel, REI, Warby Parker, and Allbirds have called Gladly's platform game-changing, transforming their customer service into a world-class customer experience.
About the team
The Customer Education team are customer advocates. As part of the larger Customer Success organization, we help customers succeed through enablement events, great product documentation, and proactive training. We turn our product expertise into shareable knowledge that not only helps customers succeed but also allows us to create brand advocates. We are a true, cross-functional team working with Sales to Support and everyone in between.
About you
We're looking for our very first Product Trainer. You'll help define, develop, and scale proactive customer training and enablement. You'll lead "one to many" trainings from small group training sessions and office hours to webinars and group training using different formats. And akin to a great tour guide, you make learning (and training) an engaging and delightful experience.
While the emphasis on this role is to proactively engage with existing Gladly customers, it aligns with Gladly's overall customer reciprocity strategy of giving customers (and future customers) value before we take anything from them, which means you'll get to engage and help shape future community programming that helps drive people to become members of the Gladly community.
What you'll do
Typical day

• Deliver training in a variety of formats including both virtual and classroom settings.
• Provide comprehensive product expertise to customers.
• In partnership with the CS and PS team, host office hours with customers to answer pointed questions about the product during implementation.
• Ideate, plan, and execute a live training roadmap that will help customers feel enabled and ready to use any Gladly feature with confidence.
• Produce on-demand and instructor-led training.
• Collaborate with other members of Customer Education, PS, Sales Enablement, and Product Marketing to produce training content or live training events.

Strategic work

• Cultivate cross-functional relationships, especially with Product, Product Marketing, and Sales Enablement.
• Develop a framework for monthly customer product training in partnership with Product Marketing.
• Develop a regularly scheduled training program giving customers numerous opportunities to consistently engage with Gladly from best practice sessions to product deep-dives.
• Set training KPIs to track training program success and opportunities.
• Work with CS/CSMs to reach out to customers with low feature adoption scores and plan an adoption strategy via training.
• Work with our Instructional Designer to expose and integrate live events in the Gladly Academy.

What you've done

• Experience leading intimate to large product training events, consulting, or education in a tech environment.
• Knowledgeable in the process required to produce successful training events.
• You thrive being in front of an audience (virtually or live).
• Experience training in different formats from small group sessions to large training events.
• Have used Workramp LMS (or other Learning Management Systems)
• Strong communicator and organizational skills.
• Process-driven while remaining flexible.

Bonus

• Experience using Looker BI.
• Technical Writing experience composing API documentation.
• Familiarity with developing content across a range of media formats (videos, podcasts, eLearning, etc.)
• Experience with other webinar tech stacks besides Zoom or GoToMeeting.

Research has shown that individuals from marginalized groups are less likely to apply to jobs where they don't meet 100% of the criteria. Gladly values diversity of experience, so if you believe you have the right skill set, we welcome you to apply - even if you don't check every box in the job description. We're committed to an inclusive workplace and would love to see if you could be the next great addition to our team.
At Gladly we value

• Putting people first - We built our product putting people at the heart of it all. And we've taken the same approach to building our company.
• Focusing on the customer - We treat our customers' goals as our own, and we work hard to achieve them.
• Finding strengths in our differences - We believe that diversity and inclusion is foundational to our success. Bringing together a multitude of perspectives leads to amazing things happening.
• Being humble and hungry - We applaud initiative and value leadership—but we also believe that nobody is above emptying the dishwasher.
• Always learning - Everyone's personal best is ahead of them. Seeking new ways to grow is what keeps us motivated.
• Owning it - We encourage everyone to seek and share feedback, take calculated risks, and learn from their mistakes.
• Communicating it - With an open and transparent culture, collaboration becomes a lifestyle and everyone has a voice

You can also count on

• Competitive salary and stock options
• Medical, Dental, Vision, and Life insurance
• Generous paid time off
• Generous paid parental leave
• 401K
• Flexible Spending Accounts
• Wellness Stipend & WFH Office Stipend

Gladly has made the decision to become a fully distributed company, allowing employees to live anywhere in the United States, and candidates to come from nearly any geographical region. We also highly value our collaborative and creative culture and commit to meeting in real life as a company at least once per quarter when it is safe to do so.
Gladly is closely monitoring the coronavirus disease (COVID-19). With a focus on employee safety, our current policy is that all employees be fully vaccinated and boostered against COVID-19 with an FDA-approved vaccine and provide proof or an approved medical or religious exemption.
Founded in 2014 by a team of repeat entrepreneurs with multiple successful exits, Gladly is reinventing customer service. By managing customers instead of tickets, we are disrupting a $70B market and are proud to count Nordstrom, Crate & Barrel, REI, Warby Parker, Allbirds, and many other innovative brands as customers. Gladly has raised over $110M from Greylock Partners, NEA, GGV Capital, and Glynn Capital.

Job Type: Full-time