Senior Customer Training Specialist

About the Job

We are seeking a highly motivated and experienced Senior Customer Training Specialist to join our Training Department within the commercial organization. In this role, you will be conducting engaging and interactive training sessions, utilizing both virtual and in-person formats, to ensure alignment with the company's goals and objectives. This is a remote position that can be based anywhere on the East coast of the US. 

How You’ll Make an Impact

• Training Program Development: Collaborate with the Technical Training Manager and various departments to identify customer training needs and develop relevant and impactful training content that supports the successful adoption of Visby products. 
• Training Delivery: Conduct engaging and interactive training sessions using a variety of instructional techniques and delivery methods, including virtual training platforms and in-person, to ensure customers are equipped with the necessary knowledge and skills.
• Logistics Coordination: Assist in coordinating logistics for training sessions, including scheduling, travel arrangements, setup, and equipment preparation, to ensure smooth execution of training events.
• Compliance and Recordkeeping: Ensure that all training activities comply with regulatory requirements and industry standards, and maintain accurate records of training activities and participant progress for reporting and auditing purposes.
• Customer Support: Provide expert guidance and support to customers and Sales Managers regarding training, implementation, and adoption strategies, addressing any questions or concerns to facilitate a seamless customer experience.
• Training Evaluation: Evaluate the effectiveness of training initiatives through feedback mechanisms, assessments, and performance metrics, and make recommendations for continuous improvement.
• Collaboration: Collaborate closely with internal stakeholders, including Sales, Marketing, Product Development, and Customer Success teams, to gather insights, align training initiatives with business objectives, and drive customer success.

On Your First Day We’d Like You to Have

• Bachelor’s Degree in a life science or health science discipline, or Healthcare degree, or equivalent years of experience in the healthcare field
• Experience in a clinical lab as a lab technician is preferred; other experience in a clinical setting may be substituted. Comfortability in lab settings is required.
• 5 years of experience delivering training to both technical and non-technical users is strongly preferred; other teaching experience may be substituted 
• The ability to confidently articulate and communicate scientific concepts such as, PCR, reverse transcription, and pathogenic organisms and their resulting infections, to both technical and non-technical audiences.

It’s Great If You Have

• Demonstrates intrinsic motivation and a customer-centric approach, characterized by empathy, patience, and active listening skills. Exhibits exceptional written and verbal communication abilities, fostering strong connections with customers and colleagues alike.
• Proficient in delivering compelling presentations using video-conferencing platforms such as Zoom, adept at creating engaging slideshows with PowerPoint, and skilled in leveraging Excel for data analysis and reporting. Possesses general computer proficiency and is comfortable navigating Salesforce, offering added value to the role.
• Quick to grasp new concepts and eager to tackle the challenges of mastering novel techniques. Possesses a strong aptitude for troubleshooting and adeptness in problem-solving when confronted with technical issues.
• Familiarity with the Clinical Laboratory Improvement Amendments (CLIA) regulations is strongly preferred. 
• Reside within a one-hour radius of a major airport, with the flexibility to travel up to 50% of the time, which may include weekends and holidays. Capable of obtaining a passport for international travel as needed.

Unique Aspects of the Job (examples)

• Travel: This position requires 50% travel, possibly to include weekends and holidays. 
• Schedule: Typically this schedule would maintain Eastern Business Hours, occasionally working outside of them due to business travel or special projects/ events. 
• Physical aspects: Standing, sitting, walking, repetitive movement, safe chemicals handling, safe lifting, etc.

Salary Range:

• $90,000 - $105,000 (salary range for candidates based regionally)
• Compensation for the role is based on geographical location. Should the level or location of the role change during the hiring process, the applicable base pay range may be updated accordingly.
• Compensation also depends on a number of factors including a candidate’s qualifications, skills, competencies and experience and may fall outside of the range shown.