Customer Trainer

LinkSquares is a fast-growing LegalTech software company, rated as one of “The Best Places to Work in 2023” by the Boston Business Journal and BuiltIn Boston.  

LinkSquares unlocks the full potential of legal teams at more than 1,000 companies, including Wayfair, TIME, ProPharma, the Boston Celtics, and Commvault with purpose-built, AI-powered technology to perform, manage, and quantify all their work in one place. Legal teams rely on our all-in-one contract lifecycle management (CLM) and legal project management platform to manage key priorities and contracts, accelerate workflows across the business, and use data to visualize the impact of their work. Our solutions save companies hundreds of hours and millions of dollars by eliminating manual processes and driving better consistency of process, communication, and quality. Headquartered in Boston, Massachusetts, LinkSquares is consistently recognized for being a leader in innovation, delivering results, and company growth. 

The Customer Trainer plays a critical role in educating and empowering customers to use the LinkSquares application effectively. They are responsible for designing, developing, and delivering training programs that cater to various learning styles and skill levels. The goal is to help customers become proficient in using LinkSquares, ensure high levels of customer satisfaction, and drive adoption and retention.

Key Responsibilities:

1. Training Delivery:
• Conduct live and virtual training sessions, webinars, and workshops for new and existing customers
• Tailor training content to meet customers’ specific needs across various industries and roles (e.g., administrators, end-users, and other users)
• Provide one-on-one and group training and on demand programs  
2. Training Content Development:
• Create and maintain up-to-date training materials, including user guides, video tutorials, e-learning modules, and FAQs
• Collaborate with internal teams (Product, Marketing, Customer Success) to ensure that training content reflects the latest product features and updates
• Develop certification programs or courses to validate users’ expertise 
3. Customer Onboarding:
• Work closely with the onboarding teams to ensure that new customers have a smooth start and receive the necessary product training
• Design programs geared towards new customers through the setup process, emphasizing features and workflows that match their business needs
• Gather customer feedback during the onboarding phase to refine the training process
4. Ongoing Education and Product Updates:
• Offer continuous learning opportunities through refresher courses, advanced training, in-app guides, and product deep dives
• Ensure customers are informed and educated about new product features, enhancements, and best practices
• Provide training on troubleshooting common issues or integrating the software with other business tools
5. Customer Engagement & Feedback:
• Act as a product advocate by promoting the benefits and best practices of the SaaS solution
• Gather and analyze customer feedback during training sessions to identify learning gaps or areas for product improvement
• Track the effectiveness of training programs and adjust content and delivery methods based on feedback and training outcomes
6. Cross-functional Collaboration:
• Work closely with Customer Success, Enablement, Sales, Support and Marketing teams to understand customer challenges and use cases
• Provide input to Product teams based on customer feedback, helping influence future product development and feature enhancements
• Partner with Marketing to develop training campaigns or resources that enhance customer engagement and retention

Key Jobs to Be Done:

1. Enhance Customer Software Proficiency:
• Train users to effectively use the software, enabling them to achieve PBOs and maximize the software’s potential
2. Drive User Adoption and Retention:
• Ensure that customers are confident and comfortable using the software, which helps increase long-term adoption and reduces churn
3. Support Customer Success Teams:
• Collaborate with customer success teams to help resolve customer issues by ensuring users understand how to leverage product features commensurate with where they are in their journey
4. Streamline Onboarding Experience:
• Facilitate the onboarding process by offering tailored training that shortens the time it takes for customers to become productive with the software
5. Act as a Knowledge Resource:
• Serve as the go-to expert for product knowledge, ensuring that customers have access to up-to-date and comprehensive learning materials
6. Collect and Relay Feedback:
• Gather valuable insights from customers about their training needs, software usability, and desired features, and share this feedback with internal teams for continuous improvement

Additional Qualifications:

• Bachelor’s degree in Business, Education, IT, or a related field
• 3+ years of experience in customer training, preferably in a SaaS environment
• Proficiency in using LMS platforms and virtual training tools (e.g. Pendo, Zoom, Teams)
• Strong communication and presentation skills
• Ability to simplify complex software concepts for diverse audiences
• Problem-solving mindset and customer-centric approach
• Experience in instructional design and content development

About LinkSquares

Founded in 2015 with headquarters in Boston, we offer a comprehensive and competitive benefits package that includes medical, dental and vision plans for employees and their families, health and wellness programs, a 401(k) plan, unlimited vacation, paid parental leave and more. Learn more here: https://linksquares.com/careers/ 

For legal teams needing to move their business forward faster, LinkSquares provides a contracting platform for writing better contracts, analyzing what’s in existing contracts, and working better with their team. It differs from other tools on the market with its powerful AI insights, speed to providing tangible results, and ability to help the entire company collaborate better. LinkSquares saves companies hundreds of hours and thousands of dollars by eliminating manual contract processes and reducing the need for outside counsel. For more information, visit https://linksquares.com/.

LinkSquares is an Equal Opportunity Employer and does not discriminate on the basis of an individual’s sex, age, race, color, creed, national origin, alienage, religion, marital status, pregnancy, sexual orientation or affectional preference, gender identity and expression, disability, genetic trait or predisposition, carrier status, citizenship, veteran or military status and other personal characteristics protected by law. All applications will receive consideration for employment without regard to legally protected characteristics.