Customer Training Specialist

QuartzBio (www.quartzbio.com) is the Precision Medicine Intelligence Company.  Our first-in-class Precision Medicine AI Agent Platform enables autonomous data ingestion and conversational insights across the precision medicine value chain. Powered by a network of domain-specific AI agents, our solutions amplify the efforts of operations, translational, informatics, and IT teams, using AI-driven integration of biomarker, sample, and clinical data to create a unified, scalable data ecosystem. R&D teams can shorten time from data to insights, analytics, and visualizations, accelerating study close and time-to-market. Transform the way precision medicine teams work with 360° intelligence.

Position Summary: 

As a Customer Training Specialist, you will play a pivotal role in educating our customers on the QuartzBio Precision Medicine AI Agent Platform. You'll design and deliver dynamic training materials, conduct interactive virtual sessions, and collaborate with internal teams to ensure our training aligns with business objectives and industry best practices. Your ability to simplify complex topics, engage diverse audiences of subject matter experts, and continuously improve training effectiveness will be crucial in driving our customers' success. Join our forward-thinking company at the forefront of precision medicine and make a meaningful impact on the future of drug development. 

Key Responsibilities:

Training and Curriculum Development:

• Design and develop comprehensive training materials, including manuals, videos, and online courses.
• Work closely with internal teams (product management, managed services, customer success, and project management) to align training with business objectives.
• Lead live training sessions, webinars, lessons learned and workshops.

Technical Writing and Documentation:

• Create and maintain clear, concise, and user-friendly release notes to communicate product updates.
• Develop and update end-user documentation including guides, FAQs, and knowledge base article.
• Collaborate with internal teams (product management, managed services, and engineering teams) to ensure technical accuracy and consistency in all customer-facing documentation.
• Align documentation with training content to provide customers with a seamless learning experience.

Customer Onboarding and Support:

• Conduct onboarding sessions for new customers to ensure they understand and can effectively use our software.
• Provide ongoing support and answer customer queries related to software usage.

Feedback Collection:

• Gather feedback from training sessions to continuously improve training materials and methods.
• Stay up to date with industry trends and training technologies to enhance the learning experience.

LMS and Metrics:

• Administer and maintain the Learning Management System (LMS) or other training platforms, ensuring content is up-to-date and accessible.
• Track, analyze, and report on training participation, completion rates, and effectiveness metrics.
• Maintain accurate training records and documentation in compliance with standard work instruction.

General Responsibilities:

• Ensure adherence to best practices and processes.
• Communicate effectively with team members and stakeholders.
• Take ownership of assigned tasks and projects.
• Contribute innovative ideas to improve processes.
• Understand work processes and interdependencies.
• Collaborate with cross-functional teams to achieve departmental goals.
• Perform other duties as assigned.

Qualifications:

• Bachelor’s degree in adult education, instructional design, communication, or a related field (or equivalent work experience).
• 2 years minimum of relevant in training development & delivery, preferably in customer education.
• 0-2 years of experience working in a customer-facing role and leading projects.
• Excellent presentation, facilitation, and communication skills.
• Native-level English fluency.
• Experience with rapid authoring tools such as Articulate360 or Adobe Captivate as well as AI content tools is preferred.
• Ability to simplify complex topics and tailor training to different audiences.
• Experience with virtual training platforms (Zoom, Teams) and interactive training techniques.
• Experience with HTML or CSS is preferred.
• Strong organizational and project management skills.
• Experience in the Clinical Trial and/or SaaS software industry is preferred.
• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal skills.
• Ability to work independently as well as in a team environment.
• Attention to detail and ability to produce high-quality work.
• Ability to articulate ideas and write clear and concise reports.

Leadership expectations:

• Follows Company's Principles
• and code of ethics on a day-to-day basis.
• Shows appreciation for individual talents, differences, and abilities of fellow team members.
• Listens and responds with appropriate actions.
• Supports change initiatives and continuous process improvements.

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