Salesforce Training and Enablement Specialist (Salesforce)

Salesforce Training and Enablement Specialist (Salesforce)

Build and maintain training across four primary personas within the Pathways Learning Enablement Framework: Servicing: Account maintenance, case management, escalation handling, Underwriting: Application review, KYC/KYB validation, approval workflows Develop multi-modal content for each persona: illustrated walkthroughs, job aids, quick reference guides, e-learning modules, and facilitator guides Author Salesforce Knowledge articles organized by persona so agents can self-serve at the moment of need Build In-App Guidance walkthroughs that surface contextual help at the record level, reducing reliance on external documentation Customer Experience Enablement Design onboarding programs that reduce time to first successful transaction and minimize escalations during the pilot window Develop service standards, tone guidance, and call calibration frameworks that reinforce training in the flow of work Use quality data, CSAT scores, and case volume to identify friction points and prioritize training updates Facilitation & Delivery Facilitate live and virtual training sessions across Sales, Operations, and Onboarding cohorts Lead persona discovery workshops to surface role-based requirements that inform training design Develop train-the-trainer materials so functional leads can sustain delivery post-pilot Measurement & Program Coordination Define learning objectives tied to measurable KPIs: adoption rate, first-contact resolution, escalation rate, and portal adoption Administer content in the LMS (Easygenerator / SuccessFactors) and report completion by persona and cohort Iterate on content based on UAT feedback, pilot performance data, and learner assessments

4–6 years in Salesforce instructional design, training development, or L&D — with at least 2 years in customer service, fintech, payments, or SaaS Proven ability to design persona-based training that reflects how specific roles actually work — not generic process documentation Experience building multi-modal content: walkthroughs, e-learning, job aids, knowledge articles, and facilitator guides Working knowledge of adult learning theory (ADDIE, SAM, or equivalent) Proficiency with at least one authoring tool — Articulate Storyline / Rise, Easygenerator, or Adobe Captivate Salesforce experience preferred — familiarity with Leads, Opportunities, Contracts, Cases, or Order Management Exceptional written communication — able to make a complex, multi-step workflow readable and actionable for a front-line agent Confident facilitator across workshop, discovery, and live training formats Preferred Experience with Salesforce Knowledge, In-App Guidance, or Einstein features Background in payments, merchant services, or financial services LMS administration — SuccessFactors, Easygenerator, Cornerstone, or similar Experience supporting a platform migration or system consolidation program Eligibility Requirements Must be willing to submit to a background investigation and drug test as part of the selection process. This position is not eligible for visa sponsorship. Applicants must have authorization to work in the country without the need for sponsorship. Job Type Full-Time Schedule Monday to Friday Location Health insurance Health savings account Vision insurance 401(k) matching Life insurance Paid time off Parental leave Disability insurance Fitness membership Volunteer time off This job description is not intended to be all-inclusive. An employee may also perform other reasonable related business duties as assigned by their immediate supervisor or management. Principals only. Voluntary Self-Identification For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file. As set forth in Aperia’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law. A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability. A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service. An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense. An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.