Customer Education Specialist

Sierra Interactive is a leading real estate technology platform serving thousands of real estate agents, teams, and brokers across the US and Canada. Our software enables our customers to generate more leads, win more deals, and do so more efficiently. We are a profitable, high-growth company, having more than doubled our customer base over the past two years. Sierra has over 60 employees based in locations across the United States — we are fully remote. We have ambitious growth plans over the next five years, and that's where you come in.

Job Summary:

The Customer Education Specialist is pivotal in empowering Sierra Interactive’s clients to successfully adopt our lead-generating IDX websites and CRM tools in their real estate businesses. This role focuses on designing and delivering impactful customer onboardings, comprehensive trainings, and other educational experiences for our customers. This role is responsible for customer education throughout the entire customer journey from onboarding through renewal. The customer education specialist will deliver compelling and impactful learning experiences to our clients across various modalities from personalized onboarding sessions to live educational opportunities to in-product messaging to 1x1 educational assistance.

Key Responsibilities:

• Customer Onboarding and Adoption:
• Facilitate the adoption of Sierra’s features by administering live training within the first 90 days of customer onboarding.
• Serve as the primary point of contact post-sale through the completion of customer onboarding and training.
• Identify at-risk customers during the customer onboarding process and assist with turn-around strategies
• Training Development and Delivery:
• Design and manage engaging training content for Sierra Interactive’s Knowledge Base, Sierra Academy, and external platforms.
• Conduct virtual and live one-on-one or group training sessions tailored to client needs.
• Gather customer feedback to refine training materials and contribute to the development of new features.
• Educational Assistance:
• Answer inbound customer education questions and provide professional assistance.
• Escalate technical or product issues to Tier 2 Support, when necessary.
• Community Management:
• Contribute to the conversation by participating in Sierra’s online community, answering questions, and providing best practices.

• Education: High school diploma or GED
• Experience: 1-3+ years working in customer support, product support, or customer success in a SaaS environment
• Skills:
• You are thrilled at the opportunity to gain expertise in any platform-related subject and engage with it daily.
• You take pride in teaching a topic, explaining a feature, and helping others understand a new concept.
• Proven skills in facilitating virtual and live training sessions with a customer-centric approach.
• Your writing skills are top-notch. You have an engaging, conversational style and a solid grasp of grammar.
• You're organized and able to juggle multiple priorities at one time. You can switch gears quickly and re-adjust your focus as needed.
• Subject Matter Knowledge: 
• Experience with best practices for lead generation, digital marketing, or contact database management.
• Familiarity with content management systems and CRMs, is a plus.
• Interpersonal Abilities:
• You're a hard worker- both independently and in group settings- with a proven track record of getting things done carefully and efficiently. You're patient and pay attention to the details. 
• Working with people makes you happy. You're a talented communicator and can artfully break down something complex into smaller, consumable concepts.
• Additional Requirements: 
• You thrive working remotely.
• Real Estate experience is a plus.

• Excellent medical, dental, and vision coverage Full cost covered for employee, and option to add spouse/partner and dependents.
• 401k retirement plan (up to 4% matching).
• 15 days PTO, 10 paid holidays.
• 12 weeks paid parental leave.