Customer Training & Adoption Specialist (Saas)

Company Description

Swiftly is on a mission to help cities move more efficiently. We are the leading transit data platform for agencies to share real-time passenger information, manage day-to-day operations, and improve service performance. Today, over 180 transit agencies in 11 countries – including LA Metro, MARTA, SEPTA, and MBTA – rely on Swiftly to improve on-time performance by up to 40% and increase passenger information accuracy by up to 50%. The result is better service reliability, increased ridership, and more efficient transit operations.

Even though Swiftly's HQ office is located in San Francisco, CA, we are open to candidates in most locations across the U.S. as well as Ontario and British Columbia, Canada. At this time we are unable to provide Visa sponsorship.

About the Professional Services Team

The Professional Services team is a part of the broader Customer Success department at Swiftly, working to ensure customers are happy and finding immense value in the tools that Swiftly provides. 

The Customer Success Department comprises Implementation Managers, Account Managers, and Technical Support Representatives. This department is on the front line, being the first point of contact for customers that have questions, are encountering issues, or need more support during the implementation phase of our relationship. When problems arise, we ensure that individual customers are listened to and that their issues are cared for, and we apply a keen analytical eye to spot trends and communicate problems in proactive ways with the product team. We are passionate about improving mobility in the communities we serve, and we work side by side with transit agencies and operators to ensure their projects are impactful. We love the human aspect of our work and thrive on getting creative to solve problems or boost network performance. The Customer Success org is responsible for everything post-sale, and the Implementations team is a critical part of starting our customers on the right foot. 

About the Role

Reporting to Stan Parkford, the Customer Training and Adoption Specialist will be responsible for designing, delivering, and evolving customer training programs to enhance adoption and proficiency at our customer agencies. You’ll create dynamic, role-based learning experiences, provide personalized training sessions, and develop scalable educational resources to support users at every stage of their journey, from pre-sales to implementations to ongoing education. 

This role will work closely with Implementation Managers, Account Managers, Solutions Engineers, and Product Managers. 

This role offers a unique opportunity to influence how transit professionals engage with Swiftly’s solutions, enabling agencies to optimize their workflows and improve transit service delivery.

This is a remote position that will require frequent travel. 

What You’ll Do

Create (with guidance) a dynamic training curriculum and change management program

• Develop and refine a dynamic training curriculum tailored to our customers’ technical aptitude (beginner, moderate, advanced), department, role, persona, and agency size.

• Design and execute change management programs to drive adoption and ensure seamless onboarding for new and existing customers.

Deliver personalized training to our customers at various parts of the customer journey

• Lead remote and on-site training for transit agencies during implementation (new customers and upsells) in coordination with Swiftly’s Implementation Managers.

• Support post-implementation training for existing customers in collaboration with Account Managers.

• Training sessions include: creating and conducting presentation materials, guiding users through Swiftly’s solutions via live demonstrations, and answering product-related questions ranging from technical to basic. 

Lead internal enablement on Swiftly’s new products and features

• Develop and deliver comprehensive training sessions for internal teams, including Implementation Managers, Customer Success Managers, and Account Managers, to ensure deep understanding of new products and features.

• Collaborate with Product, Marketing, and Sales teams to gather insights and align on key messaging, feature benefits, and use cases.

• Act as a subject matter expert (SME) for new products and features, providing ongoing support and clarification to internal teams as needed.

Develop and maintain product education & knowledge base resources for customers to use both on- and offline. 

• These resources would include (but not limited to):

 • Training videos – product, feature-, or persona-specific

 • Knowledge Base articles

 • Written workflow and Standard Operating Procedures guidance

• Maintain an up-to-date product education library, ensuring content aligns with evolving Swiftly features and workflows.

Design and lead 1:Many product education opportunities for customers

• Design and facilitate live webinars and workshops to drive the adoption of new features and best practices.

• Identify trends in customer challenges and proactively create educational opportunities for broader audiences.

Success Metrics

You will be measured by the impact of training in two key areas:

Product Adoption Metrics to ensure our customers are getting the traction we expect out of high-quality training. Adoption may be measured in a few different ways: 

 • Active user rate: % of unique active users engaging with the platform post-training.

 • Feature adoption rate: % of trained users actively using key features.

 • Time to adoption: Average time for customers to start utilizing core functionalities.

Training Satisfaction Metrics to ensure our customers are happy with their training experience and that you’re adapting to feedback. This will include: 

 • CSAT scores from post-training and post-webinar surveys.

 • Qualitative feedback from customers to refine and improve training programs.

• 3+ years of experience in customer training, learning & development, customer success, or a related role
• Quick learner; our product is ever-evolving and changes fast!
• Strong instructional design and curriculum development skills, with the ability to tailor training to diverse customer needs
• Strong content writing skills for product knowledge bases. 
• Comfortable being recorded for customer education resources. 
• Tech-savvy and comfortable trying and learning new tools to help with our work. 
• Experience conducting in-person and virtual training sessions for technical software platforms.
• Ability to translate complex workflows into digestible, engaging educational content.
• Excellent communication and presentation skills, with a customer-centric mindset.
• Familiarity with transit technology or public sector software is a plus!

**FOR U.S. CANDIDATES ONLY:**

In accordance with pay transparency laws: the approximate salary range for this role is $85,000 to $105,000 (base salary + any variable comp). This range represents the anticipated low and high end of the salary for this position. Actual salaries will vary and are based on a multitude of non-discriminatory factors including final role leveling decisions, a candidate’s relevant work experiences/skills, and geographic location within the United States. Note: salary ranges for non-U.S. candidates may be higher or lower than the U.S. numbers above depending on location. Salary is one component of Swiftly’s total compensation package, which also includes stock options, competitive benefits, 401(k) matching, a fantastic team and culture, opportunity to have a huge impact, emphasis on professional growth and holistic wellness, and other perks.

Beyond the Skills:

We are looking for candidates who are passionate about mobility, sustainability, or mission-oriented projects that have a significant real-world impact. Ideal candidates encompass the core values of our company:

• Team. Together, we are more effective and better supported

• Impact. Drive impact for our customers, our company, and all of our teams

• Diversity. See differing perspectives as ways to address our weaknesses and find new strengths

• Communication. Assume others internally and externally have good intentions

• Feedback. We share feedback because we want each other to grow professionally and personally

• Growth. Foster personal, professional, and company growth

Benefits:

• Competitive salary

• Stock options for every employee

• Medical, Dental and Vision

• 401k with Employer Match

• Flexible Spending Account (FSA)

• Home office setup reimbursement

• Monthly cell/internet reimbursement

• Monthly "Be Well" stipend

• Flexible PTO with a required minimum

• Flexible work environment

• 16-17 paid holidays - including 4 holidays in months without US national holidays in 2024

• 8 fully paid weeks of leave for child birth/adoption

Travel note: Swiftly employees can generally expect to travel 1–2 times a year for in-person company or team offsites. As a fully distributed company, we consider these offsites important for cultivating strong relationships across our teams! Attending these in-person is expected and encouraged, although we understand everyone has different personal circumstances and we will consider requests for exceptions. Customer-facing team members and other specific roles may be expected to travel more frequently.

We are a truly mission-driven culture that is set to change the world of transit

We are an equal opportunity employer - we are committed to a workplace that is as dynamic, diverse, and passionate as the communities we serve.

Because we work with public agencies, we participate in E-Verify.