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Aperia
Salesforce Training and Enablement Specialist
ADDIE
LMS
SaaS
Edtech.com's Summary
Aperia Solutions is hiring a Salesforce Training and Enablement Specialist. The role involves designing and delivering role-based training programs that enable customer-facing teams to use a unified Salesforce platform effectively. The specialist will collaborate with multiple departments to create and update multi-modal learning content and facilitate live and virtual training sessions.
Highlights
- Develop persona-specific Salesforce training for Sales, Servicing, Onboarding, and Underwriting roles.
- Create multi-modal learning materials including walkthroughs, e-learning modules, job aids, and knowledge articles.
- Design onboarding programs to expedite successful transactions and reduce escalations.
- Facilitate live and virtual training sessions and lead role-discovery workshops.
- Measure training effectiveness using KPIs such as adoption rate and escalation rate.
- Proficiency in authoring tools like Articulate Storyline, Easygenerator, or Adobe Captivate required.
- 4-6 years’ experience in Salesforce instructional design or training with at least 2 years in fintech, payments, or SaaS industries.
- Knowledge of adult learning theories (ADDIE, SAM) and familiarity with Salesforce CRM components.
- Preferred experience with Salesforce Knowledge, In-App Guidance, LMS administration, and platform migration projects.
- Benefits include health insurance, 401(k) matching, paid time off, parental leave, education reimbursement, and childcare assistance.
Salesforce Training and Enablement Specialist Full Description
Salesforce Training and Enablement Specialist (Salesforce)
Alpharetta, Georgia, United States; Dallas, Texas, United States; Jacksonville, Florida, United States
Summary
Join Aperia Solutions, a leader in SaaS solutions for the Payments and Compliance industries. Aperia is a Texas-based fintech and managed consultancy firm that creates custom SaaS applications and other software-based solutions for the payments, banking, and processing industry. Founded in 1999, Aperia offers business intelligence, risk management, compliance, and customer intelligence platforms. With offices in Dallas, Washington DC, and Vietnam, Aperia is a fast-paced, global organization that strives to improve efficiency in compliance, risk, and customer service operations. Aperia’s clients include banks, processors, payment facilitators, merchant service providers, independent sales organizations, and government entities. A career at Aperia promises a great challenge, culture, and opportunities to forge your own path.
About the Role
We 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 Do
Persona-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 For
Required
- 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
- Full-Time
Schedule
- Monday to Friday
Location
- Jacksonville, FL;
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.
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