Technical Trainer/Instructional Designer
Reputation, United States

Reputation is the undisputed leader in reputation experience management and consistently delivers innovative, customer-driven solutions to household brands such as Nissan, Public Storage, US Bank, GM, Ford, and Kaiser Permanente. Our SaaS-based platform and patented Reputation Score helps marketers, operations and customer experience professionals improve their reputation by managing tens of millions of reviews and interactions across hundreds of thousands of customer touchpoints.

We now live in a feedback economy, where the customer's voice is paramount, and every online review could make or break a business. Reputation is hyper-focused on unlocking the power of customer feedback to improve business reputation and drive growth. We innovate with a purpose and are obsessed with big data - it's at the core of everything we do.

Our focus on people extends beyond our customers to our employees, who are our most valuable asset. We are a gritty and passionate bunch - best defined by the belief that diversity is a business essential, promises matter, and philanthropy is the foundation for a built to last organization. We cultivate a culture where being a straight shooter is celebrated, and personal hustle is vital to our collective success. There is no prize for second place!

Speaking of employee hustle - the company was recently named to the 2020 Inc. 5000 list, Inc. magazine's annual ranking of America's fastest-growing private companies, for the second year in a row. We were also ranked No. 1 in Enterprise Online Reputation Management in G2’s Summer 2020 report.

Reputation has over 250 integration partners and has forged strategic alliances with marquee-name brands, including Google, Facebook, JD Power, Amazon.com, and Web.com. Altogether, these partnerships amplify Reputation's credibility in the industry and provide new opportunities for innovation.

"It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you'll do things differently." Warren Buffett

• We are an innovative engine with 31 technology patents, ranked in the top three of all competitors.
• Our customer-centric focus has led to a nearly 200% revenue growth from 2016 to 2019.
• The platform is used by three of the top five automotive OEMs and 16,000 auto dealerships, more than 250 healthcare systems, and over 100 leading property management firms.
• We've raised over $117 million in funding from the same A-list venture capital firms that backed Google, Microsoft, and Intuit.
• Our executive management team is diverse and committed to building a performance-based culture where excellence is rewarded and careers are developed.
• Who thrives at Reputation.? Managers who embody a player-coach mentality. Employees who value teamwork and cross-functional collaboration. People who emphasize perseverance and hustle over quick wins and luck.

In this role, you will schedule, design, and conduct regular customer educational events in virtual and live classroom environments (paid and free). You will also author supplementary training materials and own custom (paid) training engagements. As a liaison to our Customer Marketing team, you are responsible for deepening product knowledge among our customer base, driving upsell opportunities, and ensuring a positive customer experience. You will also develop and maintain educational content within our customer Help Center. As a liaison to our Product Management and Product Marketing teams, you will be responsible for educational readiness related to new feature releases and Go To Market strategies.

• Become a subject matter expert in the Reputation platform with in-depth knowledge of customer use cases and best practices.
• Develop a rotating training curriculum series for instructor-led classes, including hands-on exercises.
• Deliver the content in a live environment (virtual or onsite), and facilitate group discussion.
• Maintain a monthly training calendar, and coordinate all registration activities.
• Create messaging and class promotions to drive attendance.
• Participate in Customer Advisory, and Product meetings to identify new training topics.
• Engage with customers to define and scope custom training needs.
• Drive training sales with field teams; assist with deal desk exceptions and approvals.
• Report on clearly defined metrics, including Customer Satisfaction scores and influenced pipeline.
• Manage all sandbox maintenance and access requests
• Test pre-release features and author customer-facing release notes
• Author in-depth product knowledge articles in coordination with scheduled releases
• Write your own scripts and record instructional videos with graphical callouts
• Assist with certification programs and learnin

Job Rewards and Benefits