About the RoleWe are consolidating our merchant onboarding and servicing operations onto a unified Salesforce platform. The Salesforce Training & Enablement Specialist will design and deliver role-based learning that prepares our customer-facing teams to operate on the new platform confidently and effectively.
This is a builder role - you will not inherit a finished training library. You will work with the CoE, Salesforce Professional Services, and stakeholders across Sales, Operations, Servicing, Onboarding, and Underwriting to create the learning experiences that drive adoption and change.
The ideal candidate brings instructional design discipline, genuine customer service experience, and the ability to translate complex Salesforce workflows into persona-specific learning that sticks.
What You Will DoPersona-Based Training Design- Build and maintain training across four primary personas within the Pathways Learning Enablement Framework:
- Sales: Lead creation, application submission, rate negotiation, equipment ordering.
- Servicing: Account maintenance, case management, escalation handling,
- Onboarding / Deployment: File build, order management, fulfillment tracking
- 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- Track content development milestones against program go-live dates
- 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
What We Are Looking ForRequired- 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 Schedule Location Benefits - Health insurance
- Health savings account
- Dental insurance
- Vision insurance
- 401(k) matching
- Life insurance
- Paid time off
- Parental leave
- Disability insurance
- Childcare assistance
- Education reimbursement
- 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.
Recruiters please don't contact this job poster. DO NOT contact us with unsolicited services or offers.
