Client Success Team Trainer

About the role

The Client Success Team Trainer plays a pivotal role in equipping Client Success Managers (CSMs) and Disbursement Representatives with the skills and knowledge necessary to deliver exceptional client support. This role is responsible for designing, implementing, and facilitating dynamic training programs tailored to the evolving needs of the team.

A major focus of the position includes integrating automation and AI technologies into training methodologies to improve service outcomes and operational efficiency. The Trainer also leads certification initiatives, manages Continuing Education Unit (CEU) compliance, and ensures training aligns with regulatory requirements and industry standards. Additionally, the role oversees the development and maintenance of Standard Operating Procedures (SOPs) for consistency and quality assurance.

Primary Duties and Responsibilities

This job description does not limit management’s ability to assign or adjust duties and responsibilities at any time.

• Develop Training Materials

Additional information

Create engaging training resources—including manuals, presentations, and multimedia content—with an emphasis on digital tools, client service, and automation.

• Facilitate Training Sessions

Conduct interactive training on communication, customer service best practices, DMP knowledge, and system tools.

• Monitor Trainee Progress

Evaluate trainee performance through assessments, coaching, and feedback to ensure successful onboarding and ongoing development.

• Create and Monitor Training Timeframes

Develop and monitor training timelines, segmenting the time required for each specific task to establish clear expectations for training completion.

• Stay Informed on Industry Trends

Research new technologies and evolving service strategies to continuously improve training effectiveness and relevance.

• Collaborate with Management

Partner with leadership to identify training needs, set strategic goals, and assess training outcomes and impact.

• Team Collaboration

Support the Training Committee in designing, updating, and executing comprehensive training programs.

• Implement Automation and AI Tools

Integrate and train staff on AI technologies (e.g., chatbots, virtual assistants, predictive analytics). Provide training on ACCC’s CRM system and client portal.

• Facilitate Certification Training

Lead certification preparation, administer exams, and ensure compliance with PFE and internal standards.

• Manage CEU Requirements

Track CEU completions and maintain certification eligibility for CSMs to ensure ongoing professional development.

• Develop and Maintain SOPs

Create and regularly update SOPs to ensure consistency, accuracy, and regulatory compliance in daily operations.

• Other Duties as Assigned

Support special projects and initiatives as assigned by department leadership.

Requirements

• Education: High School Diploma or equivalent required.
• Experience: Minimum 2 years in customer service or a related role, or equivalent combination of education and experience.
• Certifications: Must obtain PFE Debt Management Professional Certification within 12 months of hire.
• Supervisory Experience: Prior experience in a supervisory, training, or team lead capacity preferred.
• Skills & Competencies:
• Strong verbal and written communication
• Proficiency in computer applications and CRM systems
• Organizational and time management skills
• Team collaboration and interpersonal skills
• Ability to follow and teach procedures effectively
• Attention to detail and professionalism, especially via phone and email

Working Conditions

• Physical Requirements:

Additional information

Must be able to sit or stand for extended periods. Requires occasional lifting (up to 25 lbs.), reaching, and filing. Proper lifting techniques must be followed.

• Work Environment:

General office environment with moderate noise levels.

MA Pay Transparency Salary Range: $65k- $75k

This job description is not intended to create a contract of employment and is subject to change at the discretion of management. It does not include all duties, responsibilities, or qualifications associated with the role.

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Nothing in this job description is intended to create a contractual obligation or to modify an employee’s employment at will status.

Benefits

• Comprehensive health insurance including medical, dental, and vision coverage
• Medical and dependent Flexible Spending Account (FSA)
• Short-Term and Long-Term Disability; Life Insurance
• 401(k) retirement plan with company matching
• Paid time off and paid holidays
• Remote work flexibility
• Professional development and training opportunities
• Supportive team environment and mission-driven culture