Customer Onboarding & Training Associate

Flashpoint is looking for a Training and Onboarding Associate to join our Customer Success Education Services team. In this role, you will play a key part in fulfilling our mission to deliver the highest-quality training and product education to our growing customer base. You’ll have an indispensable role in executing educational services initiatives, including building video-based, online training courses, and conducting live onboarding sessions.

The goal of the Education Services team is to positively influence the outcomes of our clients’ goals. The role requires an uncompromising focus on maximizing the value that customers receive from our platform and services, and will also require you to propose, plan and execute on ways to improve our education services initiatives and processes to optimize the customer journey.

This role will put you at the center of a fast-growth organization, and will give you the opportunity to collaborate across a range of stakeholders, including the Customer Success team at large, clients and partners, and additional Flashpoint teams such as Marketing, Sales, Product, and Intelligence.

Flashpoint delivers actionable intelligence that empowers organizations of all sizes to take rapid, decisive actions to protect against threats. The company's technology, advanced data collections, and human-powered analysis uniquely enable teams to mitigate threats related to cybersecurity, fraud, insider threats, corporate and physical security, executive protection, and third-party risk. For more information, visit https://www.flashpoint-intel.com/ or follow us on Twitter at @FlashpointIntel.

We have a role for you if:

• You have collaborated cross-functionally to build trusted relationships across teams and have leveraged expertise from other departments to improve the customer experience
• You have an aptitude for becoming a power user and have promoted customer adoption by becoming an expert in your company’s many products and services
• You endeavor to maximize scale by proposing, planning and implementing best practices as the customer base grows -- including the use of metrics and KPIs, key software tools, and documented workflows
• You want to accelerate Time to Value through training and supporting customers in their first 90 days
• You have created and delivered educational initiatives to drive value for customers, including but not limited to online course creation, tailored onboarding sessions, live training sessions, or user-only webinars

What you will achieve:

Within 30 days

• You will have read through our education materials and have sat in on onboarding sessions, tailored training sessions, user-only webinars, and the customer newsletter creation process.
• You will understand Flashpoint’s mission, the goal of the education services team, and the current-state education services initiatives.
• You will be introduced to the tech stack and standard operating procedures that you’ll be working within.
• You will have met the customer success team at large and additional departments you will be collaborating with.

Within 60 days

• You are developing a proficiency in Flashpoint’s various products and services.
• You will be actively participating in various aspects of our education services initiatives.
• You are quickly becoming a trusted advisor to your team and are proactively sharing your feedback on current processes.

By 90 days

• You are implementing new ideas/initiatives and are improving the customer experience.
• You have executed an education services initiative from start to finish, including a customer onboarding journey. You are well on your way to becoming a Flashpoint Intelligence Platform power user.

To be successful in this role, you will need:

• Superb written, verbal, and public speaking skills, and a demonstrated ability to communicate at all levels of a customer’s organization and across multiple teams
• A detail-oriented mindset to identify gaps and implement procedures to maintain accuracy and consistency in the customer journey
• Excellent analytical and problem-solving skills
• Strong ability to keep track of progress on several projects simultaneously.
• 3+ years of combined experience in customer success, audience-facing training, teaching, customer support, content creation, or applicable experience as an intelligence or security professional
• Experience developing training curriculum

Base Pay Range: $82,900.00-$87,500 plus bonus

Why Flashpoint is a Great Place to Work:

• A Great Place to Work. Literally. According to the 99% of employees surveyed, Flashpoint earned designation as a Great Place to Work-Certified™ Company for 2022. 100% of employees agree that new hires are made to feel welcome and appreciated. If you are interested in learning more, please check out our Certified Profile.
• Perks. Flashpoint understands that personal wellness is one of the keys to a happy, healthy and productive work environment. That’s why we also prioritize health and wellness perks like gym reimbursements and daily meditation, well-stocked kitchens, cool cultural initiatives and inclusive employee events.
• Career Growth. Flashpoint is invested in the growth of our team members and understands that frequent, two-way feedback is critical to that growth. We encourage regular one-on-ones with your manager, a regular schedule of performance reviews, learning and development opportunities, and guidance through formalized career paths; whether that be towards being a great manager, being a great individual contributor, or a lateral move to gain breadth of knowledge and experience.
• Culture and Belonging. Our company’s culture isn’t something you join, it’s something you build and shape, and each person's unique backgrounds and experiences contribute to who Flashpoint is and will become. You will have ample opportunities to connect with coworkers through various communication channels and company-funded events: dietary & allergy conscious catered lunches, book clubs, happy hours, committees and much more.
• Diversity. Flashpoint is committed to fostering, cultivating and preserving a culture of diversity, inclusion, belonging, and equity. We recognize that diversity is key to achieving our vision. We believe that every person and their experiences contribute to building a work environment and a product that will change the world.
• Benefits. We offer a competitive salary and benefits package, including unlimited PTO, 401(K), mental health and wellness benefits, commuter benefits, and generous parental leave policies.