Client Services Trainer

Company Overview:

Privately owned and operated, Digible was founded in 2017 with a mission to bring sophisticated digital marketing solutions to the multifamily industry. We offer a comprehensive suite of digital services as well as a predictive analytics platform, Fiona, that is the first of its kind. 

At Digible, Inc. we love to celebrate our diverse group of hardworking employees – and it shows. We pride ourselves on our collaborative, transparent, and authentic culture. These values are pervasive throughout every step of a Digible employee’s journey. Starting with our interviews and continuing through our weekly All Hands Transparency Round-up, values are at the heart of working at Digible.

We value diversity and believe forming teams in which everyone can be their authentic self is key to our success. We encourage people from underrepresented backgrounds and different industries to apply. Come join us and find out what the best work of your career could look like here at Digible.

Digible Core Values:

• Authenticity - The commitment to be steadfast and genuine with our actions and communication toward everyone we touch.
• Curiosity - The belief that a deep and fundamental curiosity (the "why") in our work is vital to company innovation and evolution.
• Focus - The collective will to remain completely devoted and ultimately accountable to our deliverables.
• Humility - The recognition and daily practice that "we" is always greater than "I".
• Happiness - The decision to prioritize passion and love for what we do above everything else.

The Role:

Digible, Inc. is looking for a Client Services Trainer to join our team!

The Client Services Trainer will play a critical role in elevating the skills and knowledge of our client-facing team. This individual will focus on training account managers and related roles on product updates, process improvements, and strategic approaches that enhance client satisfaction and agency performance, ensuring all clients receive a best-in-class experience, upholding our Digible Guarantee.

The trainer will also identify areas where teams can better recognize upselling opportunities and strengthen their strategic recommendations to clients. Additionally, this role will foster collaboration across Paid Media and Organic Media departments to ensure seamless execution of services. This position reports directly to the VP of Client Services.

You’ll love this job if you are:

• A Natural Educator: If you enjoy coaching, mentoring, and helping teams grow, this role will provide the perfect platform for you to make an impact.
• A Strategic Thinker: You’re excited by opportunities to uncover growth potential for clients and empower teams to act on it.
• A Collaborative Leader: You thrive when working with multiple departments and teams to achieve shared success.
• A Detail-Oriented Optimizer: If identifying performance gaps and crafting actionable training solutions excites you, this role will be fulfilling.

What you’ll do:

• Develop, implement, and lead training programs for client-facing teams to:
• Communicate product and process updates effectively.
• Improve client service delivery and overall client satisfaction.
• Identify and act on upselling opportunities and areas for increased strategic recommendations.
• Collaborate with Paid Media, Organic Media, and other agency departments to ensure alignment on processes and cross-department knowledge.
• Partner with leadership and the VP of Client Services to evaluate training needs, design curriculum, and provide consistent coaching to drive team success.
• Monitor and assess the effectiveness of training programs through performance metrics and team feedback; adjust strategies as necessary to meet goals.
• Serve as a resource for new hires, providing onboarding support to ensure confidence in client service expectations, systems, and product knowledge.
• Create training materials, guides, and presentations that reflect agency standards and ensure team engagement.
• Stay informed on industry trends, client feedback, and internal opportunities to keep training content relevant and impactful.
• Conduct regular workshops, 1:1 coaching sessions, and follow-up assessments to ensure accountability and progress toward goals.
• Foster an engaging and professional training environment that promotes growth, retention, and performance of team members and clients..
• Manage training group dynamics to ensure engagement and understanding.
• Shadow team members email and client calls (live or recorded) and assess if staff is properly trained to answer incoming requests, provide suggestions for improvement.

How success will be measured:

• Training Effectiveness: Measured through post-training assessments, feedback surveys, and improved team performance metrics.
• Client Satisfaction Scores: Improvements in client satisfaction scores and retention following team training sessions.
• Team Adoption: Percentage of client-facing teams applying training strategies, as evaluated through performance reviews.

You should have:

• 3-5+ years of experience in client services, sales training, or a related role within a marketing agency or digital services environment.
• Proven ability to design and implement impactful training programs for client-facing teams.
• Strong understanding of agency operations, client relationship management, and upselling strategies.
• Excellent presentation, facilitation, and communication skills with the ability to engage diverse audiences.
• Collaborative mindset with experience working across multiple teams and departments.
• Analytical skills to identify performance gaps and measure training effectiveness.
• Proficiency in tools such as Google Suite, CRM software, and training platforms (e.g., LMS systems).
• High level of organizational skills, with the ability to prioritize multiple initiatives in a fast-paced environment.
• Passion for team development, continuous learning, and improving client outcomes.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times

Pay, perks, and such:

• Salary Range: $75,000- $90,000
• 4-Day Work Week (32 Hour Work Week)
• WFA (Work From Anywhere) OR 1 Day / Week Remote
• Profit Sharing Bonus
• We offer 3 weeks of PTO as well as Sick leave, and Bereavement
• We offer 11 paid holidays
• 401(k) + Match
• 75% employer paid health benefits (Medical, Dental, and Vision)
• We offer $75/ month reimbursement for Physical Wellness
• We offer $75/ month reimbursement for Mental Wellness
• $1000/year travel fund for employees who have been with Digible 3+ years
• Dog-Friendly Office
• Paid Parental Leave
• Monthly Social Events
• Weekly Lunches and Snacks for in-office employees