Customer Trainer II

Lucid Software offers a leading Visual Collaboration Suite that helps teams see and build the future from idea to reality. With its products—Lucidchart, Lucidspark and Lucidscale—teams can align around a shared vision, clarify complexity, and collaborate visually, no matter where they're located. Top businesses use Lucid's products all around the world, including customers such as Google, GE, and NBC Universal. Lucid's partners include industry leaders such as Google, Atlassian, and Microsoft. 

With a fast-growing team of more than 1,000 employees, we are committed to maximizing collaboration and innovation in the workplace through our products and with our people. Lucid is a hybrid, remote-friendly workplace, providing employees the flexibility to work where they are most productive, whether that’s at home, in the office, or a combination of the two. 

We hold true to our core values: innovation in everything we do, passion & excellence in every area, individual empowerment, initiative and ownership, and teamwork over ego. At Lucid, we welcome diversity and are dedicated to creating an environment and culture that is respectful and inclusive for everyone.

Since the company’s founding, Lucid has received numerous global and regional recognitions for its products, business, and workplace culture. These include being named a Fortune Best Workplace in Technology and a 2022 Glassdoor Best Place to Work, inclusion on the Forbes Cloud 100, and placing #19 on G2’s Best Software Products for 2022 list.

As a Technical Customer Trainer on Lucid’s Customer Education team, you will empower our users to see and build the future by delivering and developing technical training in a variety of settings including private and public webinars, regional workshops, and customer on-site. With captivating presentation skills and a passion for the learner experience, you will train users across the entire Lucid Visual Collaboration Suite; from brainstorming and diagramming best practices, to visualizing cloud architecture, and agile planning, you will help teams collaborate more effectively by thinking and working visually. As a technical trainer, you will focus your expertise on the technical aspects of our products: cloud architecture in Lucidscale, using formulas in data-linked diagrams, large complex planning documents, and more. If you are obsessed with the learner experience and delivering intelligent, approachable, and lively presentations, enjoy managing and prioritizing multiple projects in a fast-paced environment, are a clear, cogent, and captivating presenter, passionate about technical concepts with a love learning new skills and concepts, are energized by delivering live user training experiences, and can build strong relationships with an ever-evolving group of project stakeholders and subject matter experts, then this is the role for you! 

Responsibilities:

~50% Training:

• Deliver instructor-led workshops, webinars, and demos focused on Lucid Suite’s ability to empower teams to see and build the future across our entire range of products
  (Post-pandemic travel is still slow; however, travel may be as high as ~50% as it ramps)
• Maintain enthusiasm and energy while delivering several training sessions in a given day over many days in a row
• Conduct discovery and manage expectations with customers before and during training engagements in order to best align the experience with desired outcomes.
• Gather and provide ongoing feedback on the reception and results of instructor-led training efforts.
• Training content creation and delivery for our Lucidscale products specifically. 

~30% Content Creation and Learning Experience Design:

• Own the instructional design, development, and maintenance of training/workshop materials and curriculum as well as assisting our Learning Experience Design team as needed with content such as: video tutorials, self-paced digital training programs, and other on-demand resources.
• Test and deliver feedback on new training materials including instructor-led workshops, webinar curriculum, self-paced tutorials, and interactive templates.

• Make data-driven adjustments to trainings and training materials to drive greater impact and satisfaction of customers.

~20% Administrative/Other:

• Ownership over a key program or initiative of the training team such as; scrum product owner, the training pipeline and delivery process, the public webinar program, our training curriculum and catalog, tooling & learner experience, or other areas as identified by leadership
• Maintain an expert-level understanding of Lucid Suite’s value, features, and functionality and serve as a Subject Matter Expert for our customers and business partners
• Participate in setting quarterly goals, assessing current and future needs, developing strategic initiatives, and driving the success of Lucid Suite’s education program.
• Document and convey product feedback to the Product team.
• Perform required tasks to support revenue recognition of training efforts.

Requirements:

• 3+ years experience in software or technical training (SaaS preferred)
• Proven ability to build and maintain training curriculum.
• Demonstrated ability to conduct engaging and cogent training to audiences of all sizes and demographics both virtually and in person.
• Ability to quickly master the Lucid Visual Collaboration Suite (and other technical products) by effectively presenting information and answering technically complex questions in terms that can be easily understood.
• Aptitude & passion for technical subject matter such as UML, ERD, cloud architecture, etc.
• Excellent communication (verbal, written, grammatical), time management, and organizational skills.
• Attention to detail in following up on customer requests, communicating with customers and co-workers, and monitoring training performance and outcomes.
• Demonstrated ability to work on cross-functional teams
  

Preferred Qualifications:

• Experience with webinar platforms such as Zoom, BlueJeans, Webex, or GoToTraining
• Experience with visual collaboration platforms such as the Lucid Suite, Visio, Miro, Mural, etc.
• Spanish proficiency preferred
• Prior related domain expertise (SQL, UML, ERD, VSM, cloud architecture, Six Sigma, Agile, Scrum, etc.)
• AWS Cloud Practitioner Certification (or similar)
• Visual design experience (Photoshop, Illustrator)
• Able to navigate a complex SaaS environment effectively, including knowledge of SaaS business model and organizational structure

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