Training and Implementation Specialist

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

📋 Description

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

• Build upon the early discovery conducted with our solution specialists, gathering functional requirements and existing processes to ensure a smooth transition into onboarding for customers.

• Configure systems to meet customer requirements, calmly navigating complexities when necessary.

• Assist customers during transitions, acknowledging that new systems and processes can be overwhelming.

• Create and maintain clear, practical resources for learning and implementation (guides, walkthroughs, solution definitions, SOPs).

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

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

• Continuously refine onboarding materials in response to customer feedback, usage trends, and evolving product features.

• Conduct customized training sessions where they can provide the most value, prioritizing outcomes over mere feature presentations.

• Offer thoughtful support during critical moments, exercising sound judgment to resolve, escalate, or enable as necessary.

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

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

• Convert customer experiences into actionable insights that contribute to the improvement of our products, processes, and learning materials.

• Foster a calm, collaborative team culture that emphasizes ownership, clarity, and ongoing improvement.

⛳️ Requirements

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

• Ability to clearly explain complex concepts and adapt your approach for diverse audiences.

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

• A natural curiosity regarding customer goals, challenges, and motivations.

• Confidence in learning new systems and navigating technical intricacies.

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

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

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

• Ability to work independently while maintaining open collaboration with others.

• A curious and experimental relationship with AI, where you test ideas, reflect on their effectiveness, and integrate successful practices into your work.

• Experience with SaaS products and customer implementations.

• Background in education, training, or assessment environments.

• Experience in supporting customers during change management processes.

• Familiarity with agile or digital transformation projects.

• Proficiency in using tools such as Zendesk, Monday.com, or similar platforms.

🏝️ Benefits

• Fully remote working arrangements.

• Flexibility to choose your own equipment and learning resources.

• A high-trust, low-bureaucracy work environment.

• Open-book finances with full salary transparency.

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

• £1,200 (or local currency equivalent) annual health and wellbeing allowance.

• Confidential mental health support services.

• CanadaLife Health Insurance coverage.

• Paid internet and mobile phone expenses.

• Truly flexible working hours.

• No fixed annual leave limit, with an expectation to take at least 28 days off.

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