Jacob Gracie
Summary
Training and customer enablement professional with over three years of experience in onboarding programs and product training within a global SaaS environment. Facilitates instructor-led and virtual training sessions, adapts methods to diverse learning styles, and collaborates with cross-functional teams to enhance employee performance and drive customer satisfaction.
Overview
9
9
years of professional experience
Work History
Expert Customer Service Specialist
TeamViewer
07.2025 - Current
- Lead onboarding and product enablement sessions for customers adopting TeamViewer products.
- Facilitate onboarding and induction training for new support representatives, ensuring successful integration into TeamViewer processes, systems, and customer engagement standards.
- Serve as a subject matter expert for customers and internal teams.
- Coach users on best practices, adoption strategies, and product utilization.
- Collaborate with leadership on process improvement initiatives.
- Collaborate with cross-functional stakeholders across EMEA, APAC, and the Americas to align training initiatives, share feedback, and support global process improvements.
- Conduct instructor-led training sessions, virtual workshops, and one-on-one coaching to support employee development and performance improvement.
- Adapt training delivery methods to accommodate various learning styles and skill levels.
- Partnered with team leaders and managers to identify knowledge gaps and recommend targeted coaching and development opportunities.
Customer Service Specialist
TeamViewer
10.2022 - 07.2025
- Conducted onboarding sessions and product walkthroughs.
- Provided technical guidance and troubleshooting support.
- Educated customers on product functionality and best practices.
- Resolved complex customer inquiries in a SaaS environment.
- Partnered with internal teams to improve customer outcomes.
Deli Associate
Publix
04.2017 - 09.2021
- Provided high-volume customer service in a fast-paced environment.
- Followed strict food safety and operational procedures.
- Supported onboarding of new team members by demonstrating daily workflows and standards.
- Assisted team coordination during peak hours to maintain service efficiency.
Education
Associate of Arts - Computer Science
St. Petersburg College
01-2019
High School Diploma -
Dunedin High School
01-2016
Skills
- Customer onboarding
- New Hire Onboarding
- Customer Issue Resolution
- Product Training & Demonstrations
- Customer Education
- Coaching and mentoring
- Learning Facilitation
- Customer Success
- Cross-Functional Collaboration
- Process Improvement
- KPI monitoring
- Problem solving
- Problem resolution
- Attention to detail
- De-escalation
- Training development
- Presentation Skills
- Microsoft Office Suite
- Knowledge Management
- Coaching mentorship
- De-escalation
Accomplishments
- Facilitated onboarding and product training programs for new hires and customers across multiple regions.
- Delivered coaching and knowledge-sharing initiatives that improved team readiness and product proficiency.
- Served as a trusted subject matter expert supporting customer-facing teams globally.
- Collaborated with leadership and cross-functional teams to enhance training effectiveness and operational performance.
Timeline
Expert Customer Service Specialist
TeamViewer
07.2025 - Current
Customer Service Specialist
TeamViewer
10.2022 - 07.2025
Deli Associate
Publix
04.2017 - 09.2021
Associate of Arts - Computer Science
St. Petersburg College
High School Diploma -
Dunedin High School