We are consolidating our merchant onboarding and servicing operations onto a unified Salesforce platform. The 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.

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

Training and Enablement Specialist (Salesforce)

Responsibilities

Qualification

Preferred

Benefits

Company

Aperia Solutions

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