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Senior Training Specialist

Job description

BigCommerce is disrupting the e-commerce industry as the SaaS leader for fast- growing, mid-market businesses. We enable our customers to build intuitive and engaging stores to support every stage of their growth.

BigCommerce , named a 2021 "Best Place to Work" in Austin, is looking for a Senior Training Specialist. Reporting to our Manager of Education Services, you are a key member of a team of trainers. As such, you are responsible for the delivery and maintenance of personalized training content for both internal and external users. This role consistently interacts with our merchants, agency partners, and BigCommerce employees. The ideal candidate is a talented educator and facilitator, a leader in both example and instruction, passionate about driving results and providing exceptional value to all stakeholders, and in person instruction for our merchants, partners, and BigCommerce employees.  By serving as an expert at explaining often complex, technical solutions in a way that connects with learners of all levels of experience, you will be instrumental to your customers’ success.

What You’ll Do

  • Use expert platform and third party application knowledge to customize and deliver virtual and in person global training on the behalf of BigCommerce for Professional Services & Agency partners 
  • Instruct our highest valued merchants on all aspects of the BigCommerce platform; including customized and third party solutions
  • Establish and maintain excellent working relationships with all key stakeholders including account executives, solutions architects, account managers and implementation project managers to provide a seamless transition into pre-launch training sessions
  • Work with external stakeholders including client partners, project managers, developers, technical partners and executives in Enterprise organizations
  • Conduct detailed scoping calls with merchants to understand their business objectives and functional requirements in order to provide expert recommendations for their personalized training needs
  • Collaborate with external and internal stakeholders before, during and after learning sessions to ensure seamless communication, managing the scheduling and administration of the training
  • Managing training action plans with enterprise merchants, agency partners, Professional Services, and sales before, during, and after learning sessions
  • Act as a subject matter expert with external and internal training materials, staying updated on upcoming product changes and communicating necessary amendments and/or revisions, including scripting and storyboarding eLearning and video projects
  • Develop and maintain a thorough understanding of the BigCommerce platform features, third party ecosystem, as well as benefits and differentiators
  • Continuously discover and implement new learning techniques and industry best practices to maximize efficiency and drive learning through engaging, instructive, and professional training.
  • Handle other supervisory and reporting tasks as assigned

Who You Are

  • 5-7 years combined experience in SaaS platforms; ideally with a focus in one or more of the following areas: product training (strongly preferred), customer service, content creation, development, or instructional design
  • Firm understanding of the BigCommerce platform and the associated partners and players within the eCommerce ecosystem
  • Passion for creating and delivering training content that utilizes cutting-edge adult learning theory methodologies and best practices
  • Exceptional verbal and written communication skills, particularly with regard to accuracy, timeliness, persuasiveness, collaboration across a global, matrixed organizations, and adapting and scaling training initiatives to large groups across multiple locations
  • Confidence and courage to work with all internal and external stakeholders; from C-Suite to individual contributor
  • Excellent organizational skills (i.e. particularly with regard to managing your projects and time independently in ambiguous and/or rapidly changing environments)
  • Ability to work independently and use critical-thinking skills to develop solutions and make sound decisions
  • Ability to work with and coordinate demands from multiple internal stakeholders in a fast-paced, dynamic environment
  • Ability to learn quickly and become a subject matter expert on concepts, technology, and learning techniques
  • Willingness to travel (50%) - Globally

 

Diversity, Equity & Inclusion at BigCommerce
 
We have the opportunity to build not only a great business but a great company, with soul. Our beliefs and commitment to diversity, equity and inclusion are a central part of achieving that.
 
Our dedication to DEI is grounded in two things: a moral belief in the dignity, value, and potential of every individual, and a practical belief that diverse, inclusive teams will create the best outcomes for our customers, partners, employees, and company. We welcome everyone to be a part of our journey .
 
Current BigCommerce Employees: Please use the  internal job board  to apply for openings
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BigCommerce Customer Success & Support Team

We focus on all aspects of helping our customers grow their business. Whether it’s Tech Support, Self-Help & Community, Learning & Development, or Professional Services, we give bespoke support to customers old and new.

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