Client Trainer Full Time NEW

Title: Client Success Trainer

Level: Individual Contributor

Employment Type: Full-time

Working Schedule: U.S. Business Hours

Location: United States

OFFICE BEACON IS HIRING 🚀

Job Summary:

The Client Success Trainer is a critical role within the Global Learning and Development team, who is responsible for the frontline delivery and implementation of vertical-specific training programs, specifically for the U.S. Insurance line of business.

The primary mission of this role is to enable and transform new hires into certified, floor-ready professionals through development and facilitation of approved, globalized learning and development program, which includes, but not limited to, new hire training, refresher courses and SOP updates.

The Client Success Trainer ensures that every learner gains practical knowledge and skill sets necessary to support U.S. Insurance clients with high accuracy and minimal operational risk.

Key Duties and Responsibilities

Training Delivery & Facilitation

• Onboarding Execution: Conduct comprehensive onboarding and process-specific training sessions specifically tailored for the Insurance vertical.
• Active Facilitation: Lead engaging, learner-centric training sessions using diverse instructional techniques to accommodate different adult learning styles.

Instructional Design & Content Management

• Training Need Analysis: Conduct targeted Training Needs Analysis (TNA) for new batches to identify knowledge gaps and adjust delivery accordingly.
• Content Updates (Design/Develop): Maintain and update Learning Management System (LMS) content, including Standard Operating Procedures (SOPs) and insurance-specific playbooks, ensuring they reflect current vertical workflows.

Trainee Management & Classroom Reporting

• Performance Monitoring: Assess trainee proficiency through simulations and knowledge checks to ensure they meet the quality standards required for Operations.
• Attendance & Behavior Tracking: Manage daily classroom operations, including trainee attendance, engagement levels, and adherence to Office Beacon’s corporate culture.
• Progress Reporting: Generate and distribute detailed training reports to leadership, highlighting learner milestones, assessment scores, and “floor-readiness” status.

Stakeholder Engagement & Risk Mitigation

• Cross-Functional Collaboration: Engage with Operations and other vertical leaders to ensure training curricula is aligned with current Insurance business requirements.
• Data Integrity Enforcement: Act as the first line of defense by enforcing strict adherence to process workflows during training to eliminate any risk of accidental data manipulation in live systems.
• Feedback Integration: Actively relay frontline challenges and operational feedback from the training floor.

Continuous Improvement & Evaluation

• Gap Identification: Proactively identify training gaps or outdated instructional materials and provide actionable feedback.
• Post-Training Analysis: Assist in evaluating the effectiveness of training programs by tracking the initial “live” performance of trainees and suggesting training content adjustments to improve retention.

Qualifications and Skills

Educational Requirements

The candidate must have a Bachelor’s degree in Psychology, Human Resources, Education, Business Administration, or any related field.

Certifications in corporate training or U.S. insurance certifications are an advantage.

Professional Experience

The candidate must have at least 2 years of experience in learning and development, specifically in the areas of training facilitation and content development, gained from business process outsourcing (BPO), shared services or similar high-performance environments.

Experience in supporting U.S. Insurance clients is an advantage.

Systems and Tools Experience

The candidate must have proven experience in using any of the following instructional design and workplace productivity tools:

• Google Worksuite (Docs, Sheets, Slides, etc.)
• Microsoft Office (Word, Excel, PowerPoint)
• Canva
• Loom
• CapCut and/or Google Vids
• Google Classroom and/or any Learning Management System

Experience in any of the following U.S. Insurance specific tools are an advantage:

• Agency Management Systems: Applied Systems (Epic / TAM), HawkSoft, NowCerts, Vertafore (AMS360 / Sagitta)
• CRM & Sales Automation: AgencyZoom, Salesforce, Levitate
• Communication & VoIP: Bridge, Lightspeed, RingCentral
• Other Specialized Tools: APEX, EZLynx, LexisNexis