Customer Implementation and Training Specialist – ERP Software

This is a fully remote position, open to applicants in Canada.

📋 Description

• Comprehend each customer's business operations, user roles, and educational requirements.

• Develop training strategies that align with implementation timelines, schedules, prerequisites, and customer obligations.

• Facilitate instructor-led workshops, virtual sessions, and train-the-trainer initiatives.

• Tailor training to accommodate varying levels of technical proficiency and offer realistic practice scenarios.

• Travel internationally, including destinations such as the Caribbean, USA, and Canada.

• Design role-specific learning pathways that encompass ERP modules and workflows.

• Create and maintain job aids, process documentation, brief instructional videos, and practical exercises.

• Assist customers in grasping accounting and operational workflows within the system.

• Clarify transaction processes among modules and their influence on financial reporting, inventory precision, and subsequent workflows.

• Validate training environments and assist with user acceptance testing.

• Guide users in practicing end-to-end scenarios, documenting issues, and pinpointing readiness gaps prior to go-live.

• Provide immediate support during the transition to live operations.

• Identify user challenges and differentiate training needs from configuration or product-related issues.

• Manage escalation processes and ensure follow-through while offering refresher training sessions.

• Monitor training completion, user preparedness, and adoption metrics.

• Communicate potential risks promptly and utilize customer feedback to enhance future implementations.

⛳️ Requirements

• Over 7 years of experience in software training, ERP implementation, or enterprise application deployment.

• Proven success in leading customer-facing training initiatives through to go-live.

• In-depth knowledge of ERP platforms and experience in supporting ERP or MRP implementations.

• Solid foundation in accounting, including general ledger, accounts payable, accounts receivable, and period-end closing processes.

• Understanding of procurement, inventory management, supply chain, or manufacturing operations.

• Proficient in developing role-based training programs and facilitating learning for adult audiences.

• Capability to evaluate user autonomy and modify training accordingly.

• Ability to communicate technical concepts clearly and patiently to non-technical stakeholders.

• Experience in change management and guiding teams through operational changes.

• Skill in managing training schedules and navigating cross-functional dependencies on concurrent projects.

• Proficient in keeping stakeholders updated and addressing potential risks.

• Familiarity with digital adoption platforms, learning management systems, or e-learning authoring tools is a plus.

• Knowledge of manufacturing costing, bills of materials, production planning, or inventory valuation is advantageous.

• Experience in supporting data migration validation, reconciliation, or system configuration is beneficial.

• Professional accounting designation or formal training in instructional design, project management, or change management is a plus.

• Experience in creating a reusable training library or enhancing a software implementation methodology is desirable.

• Ideally located near Markham or within the Greater Toronto Area.

🏝️ Benefits

• Responsibility for customer training and readiness during ERP implementations.

• Opportunity to influence the development of SDC’s training materials and implementation methodologies.

• Engaging work with customers across finance and operational teams.

• Opportunity to enhance expertise in ERP delivery, customer education, and change management.