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Customer Training & Adoption Specialist(SaaS)

1 month, 3 weeks ago
United States, Canada
Full-time
Mid Level
Training Specialist
Customer and Technical Support
Apply Now
Swiftly

Swiftly

Swiftly provides public transit agencies with a comprehensive data platform designed to enhance operational efficiency by offering real-time visibility into vehicle locations, predictive analytics for vehicle performance, and historical trend analysis ...

Road & Rail
51-250
Founded 2014
$14M raised
View All Jobs 10

Description

  • Design and refine role-based training curricula tailored to customer technical aptitude, department, persona, and agency size.
  • Develop and execute change management programs that help agencies reorient workflows around Swiftly.
  • Lead remote and on-site training sessions for transit agencies during implementation and after go-live.
  • Create training materials, live demos, and responses to product questions ranging from basic usage to technical integration impacts.
  • Partner with Implementation Managers, Account Managers, Solutions Engineers, and Product Managers to support customer education.
  • Develop and deliver internal enablement sessions on new products and features for customer-facing teams.
  • Create and maintain product education resources such as training videos, knowledge base articles, SOPs, and workflow guides.
  • Use AI tools to draft, refine, and scale training content and knowledge base materials.
  • Design and facilitate webinars and workshops to drive feature adoption and share best practices.
  • Monitor customer challenges and proactively create educational opportunities for broader audiences.

Requirements

  • 3+ years of experience in customer training, learning & development, customer success, or a related role.
  • Experience conducting in-person and virtual training sessions for technical software platforms.
  • Strong instructional design and curriculum development skills.
  • Strong content writing skills for product knowledge base materials.
  • Comfortable going beneath the UI and learning how GTFS feeds, AVL systems, and integrations power product features.
  • Willingness to learn enough technical detail to diagnose basic issues and speak credibly to technically diverse audiences.
  • Familiarity with change management frameworks in a SaaS customer context, especially driving behavioral change.
  • Tech-savvy and experienced with AI tools for content creation, training delivery, and curriculum development.
  • Ability to translate complex workflows into clear, engaging educational content.
  • Excellent communication and presentation skills with a customer-centric mindset.
  • Familiarity with transit technology or public sector software is a plus.
  • Comfortable being recorded for customer education resources.
  • Willingness to travel frequently, with 8 to 14 trips per year expected.

Benefits

  • US salary range of $105,400 to $124,000 USD or Canadian salary range of $146,510 to $172,360 CAD.
  • Equity compensation for every employee.
  • Medical, dental, and vision coverage.
  • Retirement plan with employer match, including 401(k)/RRSP matching.
  • Flexible PTO with a recommended minimum.
  • Flexible work environment with remote work.
  • Home office setup reimbursement and monthly cell/internet reimbursement.
  • Monthly Be Well stipend, 16 paid holidays, and 12 fully paid weeks of leave for childbirth/adoption.

Interested in this position?

Apply directly on the company website

Apply Now

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