Facilitator Success Specialist

About the Role

SmartLab is seeking a passionate Facilitator Success Specialist dedicated to supporting educators who use our learning platform. In this role, you will oversee the entire experience of our Certified Facilitators, from onboarding through certification and ongoing support. Your mission is to eliminate obstacles, foster meaningful coaching relationships that promote growth, and develop systems that empower educators to nurture STEM identity in their learners. Reporting to the Director of Customer Experience and collaborating closely with Customer Success Managers, you will translate facilitator experience strategies into daily engagements that build confidence and ensure success.

Key Responsibilities

• Manage relationships with facilitators across a portfolio of school and district accounts by hosting office hours, onboarding new facilitators, planning for success, and moderating community forums.
• Monitor product adoption trends and raise concerns as they arise to appropriate teams.
• Implement the facilitator experience vision articulated by leadership, ensuring consistent and high-quality interactions.
• Maintain a scheduled communication rhythm with facilitators to keep engagement intentional and thorough.
• Share facilitator insights with Customer Success and Support teams when relevant to account health or broader trends.
• Lead office hours, respond to questions in the SmartLab community, and manage facilitator support tickets related to implementation.
• Oversee the facilitator journey, guaranteeing a clear path to confidence and certification for all new facilitators.
• Moderate the community platform to keep interactions lively, relevant, and useful.
• Conduct regular check-ins with facilitators to coach instructional methods, track use of SmartLab tools, spot opportunities for growth, and connect educators with helpful resources.
• Fill in as a trainer on occasion when needed due to trainer shortages.
• Identify and escalate recurring challenges, feedback patterns, or risk indicators to the Director of Customer Experience.
• Create and update professional learning materials including foundational training, extended sessions, custom workshops, knowledge base content, and facilitator resources as directed.
• Manage and update content on SmartLab’s community platform and knowledge base to reflect current curriculum and product developments.
• Maintain accurate records and reports in Salesforce, HubSpot, and Monday.com for assigned portfolios following established guidelines.
• Collaborate with Customer Success and Support teams adhering to processes defined by the Director of Customer Experience.
• Track facilitator certification progress and engagement metrics to continually enhance the facilitator experience throughout the customer journey.

Qualifications

• Bachelor’s degree in Education, Instructional Design, or a related discipline; equivalent experience in classroom or coaching roles will also be considered.
• Between 2 and 4 years of professional experience in K-12 education, professional development, or educator training.
• Experience crafting and facilitating adult learning sessions, ideally involving hands-on or project-based formats.
• Strong skills in building relationships and leading virtual facilitation sessions.
• Ability to develop basic learning materials such as videos, job aids, and instructional content with minimal production support.
• Familiarity with STEM education or project-based learning approaches is preferred.
• Previous experience as a classroom teacher is a plus.

Compensation and Benefits

• Annual salary range of $55,000 to $65,000.
• Medical, dental, and vision health insurance plans.
• Retirement savings options including 401(k) and IRA plans.
• Life insurance offers, including basic, voluntary, and accident coverage.
• Generous paid time off covering vacation, sick leaves, and public holidays.
• Family leave benefits including maternity and paternity leave.