Training and Implementation Specialist

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

📋 Description

• Guide customers through the onboarding and implementation process, starting from initial discovery to the launch phase.

• Build upon the initial discovery conducted with our solution specialists by capturing functional requirements and existing workflows, ensuring a smooth transition into onboarding for customers.

• Configure systems to meet customer requirements, calmly navigating complexities as needed.

• Assist customers during transitions, acknowledging that new systems and processes may seem overwhelming.

• Create and maintain clear, practical learning and implementation resources, such as guides, walkthroughs, solution definitions, and SOPs.

• Transform recurring customer inquiries and challenges into reusable documentation, educational materials, and system enhancements.

• Decrease dependence on live, detailed training by empowering customers to self-serve confidently, allowing more focus on intricate aspects of the implementation.

• Continuously enhance onboarding materials based on customer feedback, usage trends, and evolving product features.

• Conduct customized training sessions where they provide the most benefit, prioritizing outcomes over mere features.

• Offer thoughtful support during critical situations, using sound judgment to resolve, escalate, or facilitate as needed.

• Collaborate with the broader Customer Success Team to triage and address support requests, always aiming to empower customers rather than foster dependency.

• Work closely with internal teams, including business analysis, engineering, and product, to identify trends, risks, and opportunities for enhancement.

• Convert customer experiences into clear insights that aid in improving our products, processes, and educational materials.

• Contribute to a calm, collaborative team environment that values ownership, clarity, and continuous improvement.

⛳️ Requirements

• Experience in delivering software system training or onboarding for end users.

• Ability to articulate complex concepts clearly and tailor your approach for diverse audiences.

• Strong communication skills, both written and verbal, in English, particularly when delivering training and creating documentation for customers.

• An innate curiosity regarding customer objectives, challenges, and motivations.

• Confidence in learning new systems and navigating technical details efficiently.

• Strong problem-solving abilities and a calm, methodical approach to troubleshooting.

• Experience in creating clear, user-centric learning or implementation materials.

• Comfort in handling sensitive information in accordance with GDPR and quality standards.

• Capability to work independently while openly collaborating with others.

• A curious and experimental attitude toward AI, where you actively try things, reflect on their effectiveness, and integrate successful strategies into your workflow.

• Experience with SaaS products and customer implementations.

• Exposure to educational, training, or assessment environments.

• Experience in assisting customers with change management.

• Familiarity with agile methodologies or digital transformation projects.

• Experience with tools such as Zendesk, Monday.com, or similar platforms.

🏝️ Benefits

• Fully remote working environment.

• Flexibility in choosing your equipment and learning resources.

• A high-trust, low-bureaucracy workplace.

• Open-book finances with full salary transparency.

• Competitive salary, enhanced parental leave, and profit-sharing opportunities.

• Annual health and wellness allowance of £1,200 (or equivalent in local currency).

• Confidential mental health support services.

• Coverage for internet and mobile phone expenses.

• Truly flexible working hours.

• No set limit on annual leave; a minimum of 28 days is expected to be taken.

• 25% of the company's profits are distributed equally among the global team.