The Senior Customer Training Specialist will be responsible for developing, delivering and managing highly engaging product and service skills training opportunities through a variety of forums and modalities for our customers and customer success organization. In addition, you will play a key role growing and supporting our community platform.

Your Area of Focus

• Lead the development, implementation and evaluation of end user training, instructor materials, and customized training courses/plans using adult learning principles and methodologies.
• Act as a subject matter expert and provide guidance to team members and cross-functional teams throughout Tebra on industry and product related subject matters.
• Manage end-to-end professional services opportunity workflows such as conducting discovery calls, developing tailored training plans/scopes of work, contracts, and course assets based on customer and employees unique workflows and Tebra best practices.
• Deliver ongoing training including product, technical and soft skills training to end users using classroom, remote, on-the-job, and blended training techniques.
• Maintain accurate and timely documentation within Salesforce, identify operational efficiencies and help create plans for improvement.
• Lead daily community operations including content moderation, programming and site updates.
• Moderate Support related posts, review peer-to-peer solutions for accuracy and handle customer escalations off-line, as needed.
• Engage with community members through various tactics and programming, and respond to comments and requests in a timely manner.
• Continuously gather feedback to shape online community management practices and product ideation.
• Manage time effectively with minimal supervision to accurately scope projects and ensure that end users are trained on time and training’s are effectively driving customer and employee success outcomes.
• Collaborate effectively with a diverse set of stakeholders and relay feedback on product, training and community experiences.
• Travel onsite to the Costa Rica office and/or customer site to deliver training, develop product knowledge and build relationships.
• Partner with peers, Instructional Designers, Technical Writers and other subject matter experts to help create course curriculums, as needed.
• Train internal and external end users using onsite/classroom, remote, on-the-job, and blended training techniques with adult learning principles in mind.
• Partner with peers, Instructional Designers, Technical Writers, and other subject matter experts to help create course curriculums, content, community assets, as needed
• Help manage professional services requests, create scopes of work, contracts,  and fulfillments in a timely manner.
• Manage and moderate customer engagement on Tebra’s community platform.
• Maintain product and industry knowledge at all times.

Your Professional Qualifications

• 5+ years of experience in a training role and/or Bachelor’s degree or equivalent (certification through ATD), preferably in the healthcare SaaS environment.
• Knowledge and understanding of a physician’s office; including clinical, office workflow, appointment scheduling, medical insurance billing and collections, strongly preferred.
• Are empathic and have a passion for community building and are driven by engaging to build meaningful connections.
• Ability to build extremely strong working relationships across teams, especially when there’s shared ownership over some aspects of the customer experience.
• Knowledge of adult learning methodologies, theories and techniques.
• Expert in creating training plans and training execution.
• Strong Project and Time Management skills.
• A self-starter who thrives in a rapidly changing, fast-growing environment.
• Flexibility with changing programs and processes; a willingness to dive deep, experiment rapidly and get things done.
• Track record of creative problem-solving, and the desire to create and build new processes.
• Experience with LMS systems, Knowledge Base systems, Community platforms and online training programs, strongly preferred.
• Extremely process and data-driven, you don’t just make decisions or change an approach based on your gut, but on facts and behaviors you can track.
• Strong verbal and written communication skills needed to facilitate trainings, write content and engage with customers/end users.
• Proficient in the use of virtual facilitation tools (e.g., Zoom, GoToTraining/Meeting or similar), Google Suite (Doc, Sheets, Slides, Sites, etc.), learning tools such as snagit, Kahoot, Salesforce CRM.