Facilitator Success Specialist

Position Overview

The Facilitator Success Specialist at SmartLab acts as a dedicated partner for facilitators using the SmartLab ecosystem, ensuring a seamless journey from onboarding to certification and beyond. This role focuses on removing obstacles, fostering coaching relationships that promote growth, and creating support systems that empower educators to effectively cultivate STEM identities in their learners. The specialist reports to the Director of Customer Experience and collaborates with Customer Success Managers to translate facilitator experience strategies into impactful daily interactions and learning opportunities.

Key Responsibilities

• Manage facilitator relationships within assigned school and district portfolios through onboarding, office hours, success planning, and community moderation.
• Monitor product adoption among facilitators, highlighting emerging trends or concerns for escalation.
• Implement the facilitator experience vision and communication schedule established by leadership to maintain consistent, high-quality engagement.
• Provide facilitator insights to Customer Success and Support teams when affecting account health or indicating broader trends.
• Conduct Office Hours, address facilitator queries in SmartLab Spot, and respond to support tickets related to SmartLab Implementation.
• Own the facilitator journey to ensure every new facilitator achieves confidence and certification milestones.
• Moderate and energize the facilitator Spot community to remain active and beneficial.
• Perform proactive facilitator check-ins to coach instructional practices, track ecosystem adoption, identify growth opportunities, and connect facilitators with appropriate resources.
• Occasionally step in to deliver training sessions when trainer availability gaps occur.
• Raise recurring issues, feedback themes, or risk factors to the Director of Customer Experience.
• Develop and maintain professional learning materials, including foundational trainings, extension sessions, custom sessions, Knowledge Base articles, and facilitator resources.
• Maintain SmartLab Spot content and Knowledge Base with updates reflecting curriculum and product changes.
• Ensure accurate data management within Salesforce, HubSpot, and Monday.com for assigned portfolios, following standards from the Manager of Customer Success.
• Adhere to cross-team collaboration processes defined by the Director of Customer Experience with Customer Success and Support teams.
• Oversee the facilitator certification pathway, tracking progress, training completions, resource utilization, and engagement metrics to continually enhance the facilitator experience through the customer journey.

Qualifications and Experience

• Bachelor’s degree in Education, Instructional Design, or a related discipline; equivalent experience in classroom teaching or coaching will also be considered.
• Between 2 and 4 years of experience working in K-12 education settings, professional development, or educator training.
• Proven skill in designing or delivering adult education, preferably within hands-on or project-based learning environments.
• Strong aptitude for building and nurturing relationships and conducting virtual facilitation sessions.
• Ability to create straightforward learning resources such as videos, job aids, and course materials without reliance on a large production team.
• Familiarity with STEM education or project-based learning methodologies is preferred.
• Previous experience as a classroom teacher is advantageous.

Compensation and Benefits

• Competitive annual salary range between $55,000 and $65,000.
• Comprehensive healthcare coverage including medical, dental, and vision plans.
• Retirement savings options such as 401(k) and IRA plans.
• Life insurance coverage comprising basic, voluntary, and accidental death and dismemberment policies.
• Generous paid time off encompassing vacation, sick leave, and public holidays.
• Family leave provisions covering maternity and paternity leave.