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Smartsheet Customer Excellence Onboarding Coordinator (Remote Eligible) in Boston, Massachusetts

Customer Excellence Onboarding Coordinator (Remote Eligible)

Smartsheet is looking for a Customer Excellence Onboarding Coordinator who is responsible for delivering and evaluating the new hire onboarding curriculum for our Smartsheet Customer Excellence teams. This role outlines and coordinates documentation and materials to be used in programs and designs exercises to enhance lectures. You will conduct classes with hands-on exercises and be responsible for evaluating the learner’s readiness for production. This role also develops, maintains, and improves exams and quizzes utilized in all training courses.

This role reports directly to the Manager, PMO.

You Will:

  • Manage and prioritize multiple work efforts and establishing and delivering as appropriate to meet deadlines.

  • Ensure a professional and thorough new hire and up-training experience for our customer excellence teams.

  • Maintain the new hire training syllabus and curriculum.

  • Assess training needs and certification requirements for various levels of technical resources.

  • Design and facilitate training courses to accommodate remote and local new-hire classes.

  • Prepare training materials and classroom agenda.

  • Create instructor materials (course outlines, background material, instructional materials, and training aids).

  • Assist in the design of computer-based (e-Learning) and multimedia curriculum.

  • Continuously enhance instructional delivery and presentation skills.

  • Ensure the quality and consistency of course content throughout a course life cycle.

  • Identify and coach learners on opportunities,encouraging continued growth and development in troubleshooting techniques.

  • Guide agents through the Learning Path, and handing them off to their full-time managers.

  • Document process workflows and partner with the leadership team on potential gaps or bottlenecks (act in a consultative manner with the team).

You Have:

  • 2+ years of training experience in a technical environment.

  • BA in education, business, communications, or equivalent experience.

  • Strong communication skills, both verbal and written.

  • The ability to effectively present information and respond to questions accurately with confidence.

  • The ability to quickly learn challenging new technology and coordinate the appropriate resources to define problem resolution (address emerging issues) with training and/or KB content.

  • The ability to leverage Subject Matter Experts and Experienced Technicians for specific technical components of the curriculum.

  • Excellent time management and organizational skills.

  • A detail-oriented mindset with the ability to drive strategic projects around adult learning, experiential learning, and content management.

  • Working knowledge of Google suite of products.

  • Experience working on a shared services team, building relationships, and coordinating with various other teams is ideal.

Desired Experience

  • Certified Technical Training credential (CTT), ATD Adult Learning Certificate, or equivalent

  • Process management experience including TQM or Six Sigma.

  • Project management skills. PMP is an added benefit.

Perks & Benefits:

  • 100% employer-paid medical, dental, and vision coverage for full-time employees

  • Equity - Restricted Stock Units (RSUs) Equity with all offers

  • Lucrative Employee Stock Purchase Program (15% discount)

  • 401k Match(50% of your contribution up to the first 6% of your eligible pay) to help you save for your future

  • Monthly stipend to support your work and productivity

  • 15 days PTO to start, plus Flexible Sick Leave

  • Up to 24 weeks ofParental Leave

  • Personal paid Volunteer Day to support our community

  • Opportunities for professional growth and development including access to LinkedIn Learning online courses

  • Company Funded Perks, including a counseling membership, primary care membership, local retail discounts, and yourownpersonal Smartsheet account

  • Teleworking options from any registered location in the U.S. (role specific)

Equal Opportunity Employer:

Smartsheet is an Equal Opportunity Employer committed tofosteringan inclusive environment with the best employees. We provide employment opportunities without regard to any legally protected statusin accordance withapplicable laws in the US, UK, and Australia. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

At Smartsheet, westriveto build an inclusive environment thatencourages, supports, and celebratesthe diverse voices of our team members who also represent the diverse needs of our customers. We’re looking for people who aredriven, authentic, supportive,effective, and honest. You’re encouraged to apply even if your experience doesn’t precisely match ourjob description—if your career path has been nontraditional,that willset you apart. At Smartsheet, we welcome diverse perspectives and people who aren’t afraid tobe innovative—join us!

OurCandidate Privacy Notice (https://www.smartsheet.com/legal/privacy-candidate) describes how Smartsheet may process your personal data, including the use of a third party provider to application submissions.

Department

Customer Excellence PMO

Job Location

Boston, MA, USA

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