About the Role

The Senior Customer Training Specialist will be responsible for developing, delivering and managing highly engaging product and service skills training opportunities through a variety of forums and modalities for our customers and customer success organization. In addition, you will play a key role growing and supporting our community platform.

Your Area of Focus Lead the development, implementation and evaluation of end user training, instructor materials, and customized training courses/plans using adult learning principles and methodologies. Act as a subject matter expert and provide guidance to team members and cross-functional teams throughout Tebra on industry and product related subject matters. Manage end-to-end professional services opportunity workflows such as conducting discovery calls, developing tailored training plans/scopes of work, contracts, and course assets based on customer and employees unique workflows and Tebra best practices. Deliver ongoing training including product, technical and soft skills training to end users using classroom, remote, on-the-job, and blended training techniques. Maintain accurate and timely documentation within Salesforce, identify operational efficiencies and help create plans for improvement. Lead daily community operations including content moderation, programming and site updates.  Moderate Support related posts, review peer-to-peer solutions for accuracy and handle customer escalations off-line, as needed. Engage with community members through various tactics and programming, and respond to comments and requests in a timely manner. Continuously gather feedback to shape online community management practices and product ideation. Manage time effectively with minimal supervision to accurately scope projects and ensure that end users are trained on time and training’s are effectively driving customer and employee success outcomes. Collaborate effectively with a diverse set of stakeholders and relay feedback on product, training and community experiences. Travel onsite to the Costa Rica office and/or customer site to deliver training, develop product knowledge and build relationships.  Partner with peers, Instructional Designers, Technical Writers and other subject matter experts to help create course curriculums, as needed. Train internal and external end users using onsite/classroom, remote, on-the-job, and blended training techniques with adult learning principles in mind.  Partner with peers, Instructional Designers, Technical Writers, and other subject matter experts to help create course curriculums, content, community assets, as needed  Help manage professional services requests, create scopes of work, contracts,  and fulfillments in a timely manner.  Manage and moderate customer engagement on Tebra’s community platform.  Maintain product and industry knowledge at all times.  Your Professional Qualifications 5+ years of experience in a training role and/or Bachelor’s degree or equivalent (certification through ATD), preferably in the healthcare SaaS environment. Knowledge and understanding of a physician’s office; including clinical, office workflow, appointment scheduling, medical insurance billing and collections, strongly preferred. Are empathic and have a passion for community building and are driven by engaging to build meaningful connections. Ability to build extremely strong working relationships across teams, especially when there's shared ownership over some aspects of the customer experience. Knowledge of adult learning methodologies, theories and techniques. Expert in creating training plans and training execution. Strong Project and Time Management skills. A self-starter who thrives in a rapidly changing, fast-growing environment. Flexibility with changing programs and processes; a willingness to dive deep, experiment rapidly and get things done. Track record of creative problem-solving, and the desire to create and build new processes. Experience with LMS systems, Knowledge Base systems, Community platforms and online training programs, strongly preferred. Extremely process and data-driven, you don’t just make decisions or change an approach based on your gut, but on facts and behaviors you can track. Strong verbal and written communication skills needed to facilitate trainings, write content and engage with customers/end users. Proficient in the use of virtual facilitation tools (e.g., Zoom, GoToTraining/Meeting or similar), Google Suite (Doc, Sheets, Slides, Sites, etc.), learning tools such as snagit, Kahoot, Salesforce CRM. About Tebra

Kareo and PatientPop have joined forces to become Tebra, the digital backbone for practice well-being. While our teams are still supporting both products, our new hires and current employees are now united as Team Tebra. 

Tebra aims to unlock better healthcare by helping independent practices bring modernized care to patients everywhere. Well over 100,000 providers trust Tebra to elevate their patient experience, and help them grow their practice. At Tebra, we’re building the future of well-being together. That shared vision for tomorrow begins with compassion and humanity today.

Our Values Start with the Customer 

We get to know our customers - and their patients - and look at the world through their lens.

Keep It Simple

Healthcare is too complex. We aim to simplify it for everyone.

Stay Entrepreneurial 

We reject the status quo and solve problems with creativity, perseverance, and a bias to action.

Better Together

We are diverse, humble, and collaborative. We put the team first and win together.

Celebrate Success

Life is short and joy is underrated. We take time to have fun and celebrate success.

Perks & Benefits 

In addition to our healthcare benefits, we also offer amazing perks! Need work from home basics? We offer a discount through Dell! We also offer a number of resources to help you keep your mind and body healthy. Check out obe Fitness or Gympass for a great workout, or LifeWorks Employee Assistance Program to find mental health resources, along with other resources for everyday occurrences.

#LI-SS1  #LI-Remote