Client Educator at SPECTRIO LLC

United States

Description As a leading provider of comprehensive digital signage solutions, Spectrio empowers clients to transform their business locations into modern, dynamic destinations for customers and employees. Headquartered in Tampa, Florida, and serving more than 150,000 global client locations across industries including automotive, healthcare, and financial services, Spectrio consistently ranks among the fastest-growing and largest companies in the Tampa Bay area. As part of the Tampa Bay Business Journal’s “Fast 50” and “Tampa Bay 200,” as well as being honored 11 times on the Inc. 5000. Spectrio’s digital signage software has received praise for its features and ease of use by reviewers on Capterra and G2, as well as winning multiple awards for creative content, technology, and innovation! For more information, visit www.Spectrio.com. This position is open to external candidates in Florida, North Carolina, or Texas and offers the flexibility of remote work. Internal candidates are also encouraged to apply. Primary Objective: The Customer Success Trainer at Spectrio is instrumental in the customer experience. Whether it is training a new customer, educating existing customers, or working with other departments, the Customer Success Trainer is the customer’s guide to effectively learning and implementing Spectrio services, communication, and processes. Responsibilities include: Facilitate group and one-on-one training sessions, including client retrainings, for small to mid-sized accounts across 1-3 core platforms. Present complex technical information to customers in a clear, non-technical manner. Support internal staff training on platform usage and updates. Manage client rollouts and coordinate successful platform installations. Read, fulfill, and troubleshoot sales orders, escalating issues to ensure smooth processing. Execute client communication for the onboarding lifecycle (Welcome, Reminder, Follow-Up, and Transition emails). Serve as a primary contact for the Onboarding Team, responding to internal and external inquiries via phone and email. Provide technical and project support to assist clients with inquiries. Demonstrate strong comprehension and application of technical information to resolve issues. Identify and manage escalations, collaborating with the appropriate agent or manager to achieve a final resolution. Assist with general onboarding needs and escalate issues proactively to support client retention. Demonstrate basic problem-solving skills to address day-to-day challenges. Keep the supervisor updated on the status of all ongoing projects and critical issues. Utilize required platforms (e.g., NetSuite, Monday, Google Drive) and other directed tools to perform duties. Track work, cases, and time accurately in the appropriate platforms, and log daily time requirements. Follow all established processes and procedures meticulously. Commit to developing proficiency in one to three designated platforms. Be open to cross-training opportunities and proactively seek to learn additional platforms. Provide constructive feedback on existing training materials, processes, and KB articles, and assist in developing new content. Actively seek to improve personal skills and accept direction/feedback from team members. Perform any other ancillary duties as assigned. Requirements Bachelor’s degree preferred 2+ years of related experience with computers and providing customer service Background in training, marketing or education preferred Sound technical knowledge Basic Windows computer-related skills are required Proficiency in all Google Workspace applications, previous CRM (NetSuite, Salesforce, etc.), and ERP experience preferred The ability to multitask effectively The ability to work independently and as part of a team Strong analytical and problem-solving skills Ability to effectively prioritize and execute tasks and adapt to change Ability to work under pressure with interruptions and challenging deadlines Demonstrated aptitude and desire to learn new skills on the job Analytical and problem-solving abilities Strong customer-service orientation with the ability to be courteous and helpful Excellent organizational and time management skills Superior communication skills and strong attention to detail Able to follow instructions and procedures, both verbal and written Fast learner of new processes and software tools Punctual, accountable, collaborative, and team-focused with a positive attitude Ability to communicate and explain technical information, details and procedures, in simple, understandable terms to non- technical people Must have the capacity to multitask, prioritize, and self-direct, with accuracy - while performing in a challenging environment Ability to effectively manage customer and coworker relationships, promptly respond to queries, ensure promises are kept and manage expectations Ability to remain positive and seek solutions during stressful situations This position is open to external candidates in Florida, North Carolina, or Texas and offers the flexibility of remote work. Internal candidates are also encouraged to apply. Spectrio offers a wide range of benefits for our team members, including Medical, Dental, Vision, Paid Parental Leave, 401k, HSA, FSA, Dependent Care FSA, Short and Long Term Disability, Life Insurance, EAP, Paid Time Off, Paid Sick Time, Paid Holidays, and Education Reimbursement. Spectrio is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to, and will not be discriminated against based on age, race, gender, color, religion, creed, marital status, pregnancy, disability, national origin, sexual orientation, gender identity, veteran status, or any other protected category.