Senior Client Training Specialist (Webinar)

Canada /
Customer Success – Customer Success /
/ Remote
Are you looking to flex your customer service, training, and project management muscles at one of Toronto's fastest-growing startups? Can you make explaining a new technology solution sound like a dream come true? We're growing like crazy, and that's where you come in. We're looking for you to become our Senior Client Training Specialist (Webinar)!

About the Gig:

    • You will own the content and delivery of the training catalog for customers via our webinar channel
    • You will update and iterate on this catalog as our product offering evolves and to reflect the most valuable training needs for new and returning customers
    • As a senior instructional designer, you will be responsible for incorporating sound learning design into all Top Hat Training
    • You’ll work alongside the onboarding team, team leads, and management to ensure that we are able to provide scalable and repeatable training offerings across our entire product (Classroom, Content offerings, Testing and Assessments, Gradebook) 
    • You will collaborate with the other stakeholders in Customer Success (CSMs & Enterprise CSMs) to create and deliver school and/or department-specific training webinars
    • You will interact with the CTLs and Instructional Designers at your schools, providing “train-the-trainer” type sessions as needed so they can, in turn, train professors on their own campus on Top Hat. Additionally, you may also be asked to run group training/seminars for these accounts
    • You will build and leverage extensive knowledge of LMS sync integration/LTI and its configurations (mainly Blackboard, Canvas, and D2L)
    • You will work cross-functionally with product marketing and revenue enablement to ensure webinars are meeting internal and external customer needs
    • You will advise and influence large-scale adoption and training efforts for our direct-to-professor customers
    • You will report on attendance and engagement in webinars related to paid offerings and enterprise accounts

About you:

    • Someone with an undergraduate degree, ideally a background in teaching or training is preferable
    • Someone with 2+ years of client-focused professional experience
    • History of superlative customer feedback as a member of Top Hat’s onboarding team
    • Someone with previous project coordination or management experience 
    • Very organized and comfortable managing a high volume of training sessions and tasks
    • Expertise in the domain of higher education, adult education, and learning design
    • Eloquent in your communication skills (especially over the phone, you have a way of establishing relationships)
    • Someone with strong attention to detail, you don’t stray away from providing direct feedback to customers, who are customer-obsessed and who ensure every interaction provides value 
    • Product expertise across Top Hat’s suite of products and offerings
Why team members love working at Top Hat :

*A noble mission that creates meaningful, fulfilling work
*A team that cares deeply for customers and for each other
*We’re a company of invested owners - every Top Hatter receives stock options
*Professional learning and development for all role levels
*An awesome and welcoming Toronto HQ, and a growing sales hub in Austin, Texas
*Competitive health benefits that start on day one
*A management team focused on performance, growth, engagement and connection
*Our winning strategy and market potential
*Innovative PTO policy with lots of time and space for self-care
*Passionate customers that believe in us—and what we do