Salesforce Training and Enablement Specialist (Salesforce)

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.

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