Training Specialist, Customer Success

We believe small businesses are at the heart of our communities, and championing them is worth fighting for. We empower small business owners to manage their finances fearlessly, by offering the simplest, all-in-one financial management solution they can't live without.

Reporting to the Manager, Knowledge & Content, the CS Training Specialist will be responsible for creating, delivering and maintaining training programs for the Customer Success Team. Working in partnership with our Content Specialists, you will ensure the team has the right knowledge and skills to be efficient and deliver excellently while supporting our customers. This role is required to work cross-functionally with, but not limited to, Product, CS Enablement, and the CS Leadership team.

Here’s How You Make an Impact:

• Creating and delivering engaging training programs for new and existing Customer Success team members. This includes presentations, guides, and Seismic learning modules, tailored to different learning styles and content.
• Auditing and updating existing training assets used by the team to ensure relevance and continued growth. 
• Leading training sessions and workshops to enhance team performance, knowledge and skills.
• Assessing the effectiveness of training programs through feedback, assessments, and performance metrics, making necessary adjustments to improve outcomes.
• Working closely with Customer Success leadership to identify training needs and align programs to company goals.
• Owning the design and facilitation of the onboarding process for new hires, ensuring they are well-versed in company products, processes, and customer success best practices.
• Staying up-to-date with industry trends and best practices in customer success and training methodologies to enhance outcomes and effectiveness.

You’ll thrive in this role if you have the following:

• 3+ years of experience in training facilitation or a related role.
• Proven ability to develop training materials and lead training programs for internal teams with diverse learning styles.
• Outstanding presentation and communication skills with a focus on written communication (particularly instructional or informational content), with the ability to engage and inspire learners.
• Excellent time management and prioritization skills.
• Proficiency in using training software and learning management systems (LMS) – bonus if you are familiar with Seismic.
• Demonstrated ability to assess training needs and adapt programs accordingly.A passion for customer success and a deep understanding of customer relationship management.
• Past experience creating asynchronous training content is a plus.
• Knowledge of small business operations and financial technologies is a plus.

At Wave, you’re treated like the incredible human being you are. 

Work From Where You Work Best: We will always have a welcoming, energizing, and world-class office (in Toronto) with a space for you. Or, if you’re more comfortable working from home, the choice is yours.

We Care About Future You: You will stretch yourself and you will grow at Wave. You will also be supported on this journey with diverse learning experiences, educational allowances, mentorship, and so much more.

We Support the Full You: We make a serious investment in your health & wellness. When we think about benefits we think about body, mind, & soul and we take this stuff very seriously. 

We Take Care of the Fundamentals: Fair compensation, all the office perks you’d want, and the various goodies you’d expect from a growing tech company. This is the obvious stuff, but we don’t want you to think we forgot!

We believe that a diverse and inclusive culture creates the best workplace. We embrace our differences, value individuality, and the broad spectrum of every Waver's skills and abilities. We challenge each other from a place of respect and pursuit of continuous growth. We trust each other and encourage everyone to bring their authentic selves to work, everyday. As Wavers, our voices matter, our opinions are met with an open mind. The best ideas win, no matter whose they are. Contributing to an inclusive culture is a part of all of our job descriptions. 

We’ve been continuously recognized as one of Canada's Top Ten Most Admired Corporate Cultures and one of Canada’s Great Places to Work in categories including Technology, Millennials, Mental Health, Inclusion and Women.

Are you ready to be a Waver? Join us!