Training and Enablement Specialist (Salesforce)

<p><strong><span data-contrast="auto">Summary </span></strong><span data-ccp-props="{"335559739":0}"> </span></p> <p><span data-contrast="auto">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.</span><span data-ccp-props="{}"> </span></p> <p><span data-ccp-props="{}"> </span></p> <p><strong>About the Role</strong></p> <p>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.</p> <p>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.</p> <p>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.</p> <p><strong>What You Will Do</strong></p> <p><strong>Persona-Based Training Design</strong></p> <ul> <li>Build and maintain training across four primary personas within the Pathways Learning Enablement Framework:</li> <ul> <li><strong>Sales:</strong> Lead creation, application submission, rate negotiation, equipment ordering.</li> <li><strong>Servicing:</strong> Account maintenance, case management, escalation handling,</li> <li><strong>Onboarding / Deployment:</strong> File build, order management, fulfillment tracking</li> <li><strong>Underwriting:</strong> Application review, KYC/KYB validation, approval workflows</li> </ul> <li>Develop multi-modal content for each persona: illustrated walkthroughs, job aids, quick reference guides, e-learning modules, and facilitator guides</li> <li>Author Salesforce Knowledge articles organized by persona so agents can self-serve at the moment of need</li> <li>Build In-App Guidance walkthroughs that surface contextual help at the record level, reducing reliance on external documentation</li> </ul> <p><strong>Customer Experience Enablement</strong></p> <ul> <li>Design onboarding programs that reduce time to first successful transaction and minimize escalations during the pilot window</li> <li>Develop service standards, tone guidance, and call calibration frameworks that reinforce training in the flow of work</li> <li>Use quality data, CSAT scores, and case volume to identify friction points and prioritize training updates</li> </ul> <p><strong>Facilitation & Delivery</strong></p> <ul> <li>Facilitate live and virtual tr