Senior Customer Trainer

Join us on our mission to make a better world of work.

Culture Amp is the world's leading employee experience platform, revolutionizing how 25 million employees across more than 6,500 companies create a better world of work. Culture Amp empowers companies of all sizes and industries to transform employee engagement, drive performance management, and develop high-performing teams. Powered by people science and the most comprehensive employee dataset in the world, the most innovative companies including Canva, On, Asana, Dolby, McDonalds and Nasdaq depend on Culture Amp every day.

Culture Amp is backed by leading venture capital funds and has offices in the US, UK, Germany and Australia. Culture Amp has been recognized as one of the world's top private cloud companies by Forbes and most innovative companies by Fast Company.

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About the role

The Senior Customer Trainer ensures our customers understand and utilize the Culture Amp platform. You will work closely with new and existing clients to deliver engaging training sessions, facilitating their journey from initial onboarding to advanced product usage. This role also partners closely with key internal stakeholders such as Customer Success Managers, Implementation Managers, People Scientists, and Product teams to address customer training needs and ensure ongoing support.

In this role, you will be a vital link between the customer and the company, gathering feedback to enhance our training resources and overall customer experience. A core focus is on building strong customer relationships and delivering exceptional training experiences to empower users to achieve their training goals, maximizing the value they gain from our platform.

Overall, the role leverages a blend of strong presentation skills, instructional design expertise, and a customer-centric approach to ensure impactful training experiences and high levels of customer satisfaction.

Please note: This role requires a start time of 8am (Tuesday, Wednesday, Thursday) to cross over with clients and colleagues based in the US.

You have:

• Proven track record of successfully delivering training experiences and enhancing customer onboarding experiences, preferably in a SaaS environment.
• Strong experience in customer training, customer success, or a related field.
• Previous experience in collaborating across teams globally.
• Excellent communication and interpersonal skills to engage effectively with clients, as well as with internal teams and key stakeholders.
• Ability to assess customer needs and adapt training materials accordingly, ensuring relevance and effectiveness.
• Problem-solving abilities and a proactive approach to identifying and addressing training challenges.
• The capacity to clearly articulate complex technical concepts to a non-technical audience.
• Culture Amp product knowledge and application is a PLUS
• Experience delivering training via various mediums (virtual, in-person, 1-1 sessions) is a PLUS

You will:

• Deliver Product and Process Training: Facilitate live sessions for customer groups or in 1:1 format for individual customer organizations. Ensure that training sessions are delivered on schedule, within scope, and meet or exceed customer expectations.
• Develop Training Content: Research, ideate, and collaborate to develop training content for live and offline delivery, using instructional design principles. Iterate on training content to keep it current with product releases.
• Customize Training Content: Collaborate with clients and internal stakeholders to understand a customer's specific learning objectives and needs, gathering and documenting their requirements to customize training materials accordingly. Ensure that the training approach aligns with the customer's business processes and strategic goals.
• Address Customer Questions and Challenges: Act as a primary point of contact during customer training sessions, addressing and resolving any questions or challenges that arise. Work in partnership with relevant stakeholders to ensure a smooth training experience while keeping your team informed of customer feedback and concerns. Address customer inquiries made to Culture Amp Training to support the learner experience.
• Collaborate and build partnership with internal stakeholders across Culture Amp to develop training content and enhance the customer experience
• Project Management & Delivery: Create detailed training plans that align with customer requirements and success metrics. Manage customers through these plans to ensure timely delivery and achievement of their training goals.
• Manage Training Operations and Reporting: Set up and manage group training classes; report on results and trends.

We believe that our employees are the heartbeat of our success. We're committed to fostering a work environment that truly cares for and develops its people, and creates lasting positive impact. In addition to providing a competitive compensation package, some of the key benefits we offer are:

• Employee Share Options Program: We empower you to be an owner in Culture Amp and share in our success
• Programs, coaching, and budgets to help you thrive personally and professionally
• Access to external providers for mental wellbeing and coaching support to sustain the wellbeing, safety and development of our people
• Monthly Camper Life Allowance: An automatic allowance paid out each month with your pay - you can spend it however you like to help improve your experience and life outside work
• Team budgets dedicated to team building activities and connection
• Intentional quarterly wellbeing pauses: A quarterly company-wide shutdown day in each region to to collectively pause, reset and focus on restoration and rest, without having to tap into individual vacation time
• Extended year-end breaks: An extended refresh period at the end of year
• Excellent parental leave and in work support program available from day 1 of joining Culture Amp
• 5 Social Impact Days a year to make a positive impact on the community outside of work
• MacBooks for you to do your best & a work from home office budget to spend on setting up your home office
• Medical insurance coverage for you and your family (Available for US & UK only)

Additionally, we don't just focus on our internal community; we believe in creating a better world of work for all. We're committed to diversity, equity, and inclusion, with Employee Resource Groups and ally communities in place.

We have a strong commitment to Anti-Racism, and endeavor to lead by example. Every step we make as a business towards anti-racism is another step we can take to support our customers in making a better world (of work). You can see our current commitments to Anti-Racism here.

Please keep reading...

Research shows that candidates from underrepresented backgrounds often don't apply for roles if they don't meet all the criteria – unlike majority candidates meeting significantly fewer requirements.

We strongly encourage you to apply if you're interested: we'd love to know how you can amplify our team with your unique experience

Thank you for taking the time to read this advert. If you decide to apply, as part of your application, we will ask you to complete voluntary diversity questions (excluding Germany). Please watch this video from our amazing DEI Leader, Aubrey Blanche to share more on why we collect the data and how we will use it.

If you require reasonable accommodations or adjustments due to a disability to complete the online application or to participate in the interview process, please contact and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

Culture Amp will retain your CV & personal information for a period of two years (four years for the US) from the date of your application process completion. Culture Amp may contact you in relation to future job opportunities during this time period. For further information please see our privacy policy here or contact [email protected].