The Role

Outreach is looking for an Internal Technical Trainer to help deliver technical content and training materials for customer-facing teams. As the Technical Trainer, you will lead the development and execution of technical trainings, working closely with Engineering, Product Marketing, and Customer Success Enablement to plan for and create new content. You will play a key role in accelerating growth of our organization as the first Technical Trainer hire on a growing team.

The ideal candidate will bring a combination of strong technical and training skills. You have SaaS experience, and are comfortable facilitating trainings and discussions both in-person and in virtual environments (i.e. Learning Management Systems, Video Conferencing.) You are excited by the challenge of training non-technical employees on highly technical concepts, and committed to challenging and improving our status quo as it relates to employee learning.

About The Team

When the question is asked, “what kind of company are you?” our answer will always be, “we are a success company - we are here to make our customers successful.” The Customer Success team is at the core of Outreach. We focus on driving real business impact for customers, not just supporting the technical specs of our product. We're one of the largest teams at Outreach and we work to connect cross-functional stakeholders from product, marketing, and even engineering with customers. The ownership is tangible on this team - our customers' pain is our pain and their win is our win.

Your Daily Adventures Will Include:

- Empower Technical Support, Customer Success, and Solutions Engineers with the technical and platform knowledge they need

- Create a technical onboarding plan for new hires that is easily repeatable and tests their level of understanding of the company, department processes, and product knowledge at various levels

- Attend product release meetings to understand new feature releases and create enablement materials

- Foster strong cross-functional relationships across product, engineering, marketing, and customer success

- Build training modules and curriculum that can be delivered at scale and in diverse formats to support different learning styles and maximize engagement and understanding 

- Develop learning paths for a targeted audience that helps them build the technical skills they need to support their customers

- Evaluate, measure, collect, and track training effectiveness and performance metrics for purposes of continuous improvement to curriculum

- Work with the technical writer to create support documentation

Basic Qualifications

• Bachelor’s degree 2-5 years of experience in a technical role (solutions consultant/engineer, systems engineering, technical training, etc.)
• Eager to work on a growing, cross-functional team and excited by a developing, challenging, and high-visibility role
• Exceptional written and verbal communications, with an eye for designStrong ability to adapt to different types of learners
• Experience designing and facilitating training curriculum
• Demonstrated ability to prioritize and manage multiple projects simultaneously
• Strategic thinking and problem solving skills with experience building new processes and systems
• Ability to communicate to a variety of audiences effectively and effective communication across a variety of channels in a fast growing environment
• Experience working in a fast-paced environment and learn new skills to help support the team
• Demonstrated ownership and a proven track record of owning a project’s success, proactively escalating where needed

Preferred Qualifications

• Technology or startup company experience
• Experience providing training to a diverse set of audiences, including technical support and sales teams
• Experience with creating, maintaining, and/or delivering technical content in a fast-paced technology area.
• Ability to conduct training, both locally or virtually.
• Comfort with working in a growing, dynamic and ambiguous environment.

Why You’ll Love It Here

• 100% medical, dental, and vision coverage for full-time employees

• Unlimited PTO (and people actually use it!)

• 401k to help you save for the future

• Company-organized and personal paid volunteer days to support the community that supports us

• Fun company and team outings because we play just as hard as we work

• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Women's Network)

• A parental leave program that includes not just extended time off but options for a paid night nurse, food delivery, gradual return to work, and the Gottman Institute's Bringing Home Baby course for new parents

• Employee referral bonuses to encourage the addition of great new people to the team

• Plus, unlimited snacks and beverages in our kitchen