US- Software Training Specialist (Clinical)

30% traveling to customer onsite required for eligibility

Job Summary:

The Software Training Specialist plays a pivotal role in preparing and delivering high-quality training to both new and existing customers, leveraging adult learning principles and a variety of instructional tools and platforms.

This position is responsible for continuously improving training processes, conducting instructor-led sessions online and onsite, and ensuring content stays current with product updates and industry standards. By facilitating communities of practice, implementing reinforcement strategies, and coaching customer super users, the specialist drives knowledge transfer, user engagement, and long-term solution adoption.

Ongoing professional development through workshops and certification ensures the specialist remains equipped to provide exceptional support and guidance throughout the customer journey.

Reporting to the Sr Manager, Professional Services

Key Duties and Responsibilities:

Develop and Prepare Training Programs

• Conduct classroom training at company sites, industry conferences, or customer locations.
• Coordinate and schedule training sessions, including participant and resource management.
• Promote and facilitate adoption of online learning modules (e.g., SmartZone) to support ongoing user education.
• Determine individual and group training needs to address specific business requirements.

Enhance Training Effectiveness and Engagement

• Continuously evaluate and improve training formats, materials, and delivery methods to enhance scalability, accessibility, and effectiveness.
• Leverage AI tools to analyze learner feedback and performance data, identify gaps, and continuously improve effectiveness training content and delivery.
• Solicit and provide feedback regarding curriculum and programme design to ensure training content is relevant and current with product updates.
• Implement reinforcement strategies such as spaced-learning campaigns, micro-challenges, job aids, and peer learning groups to boost retention and long-term adoption.
• Facilitate communities of practice, user groups, and ongoing enablement sessions to foster peer learning and sustained engagement.

Support Customer Success and Solution Adoption

• Define and communicate training expectations to end users for effective learning outcomes.
• Develop and mentor customer super users to enable them to lead internal training, advocate for best practices, and drive ongoing adoption within their organisations.
• Deliver train-the-trainer programmes, including coaching and shadowing, to empower customer super users.
• Assess post-training knowledge transfer and identify areas for improvement.
• Maintain up-to-date training databases and content reflecting latest product enhancements and real-world examples.

Collaboration and Continuous Improvement

• Work collaboratively with Product, Support, and Customer Success teams to share insights, identify emerging challenges, and inform product or content enhancements.
• Identify and escalate risks or issues related to product adoption, technology, knowledge retention, or access to self-learning resources to management as needed.
• Support achievement of established metrics (KPIs), including process compliance and customer satisfaction scores (e.g., Net Promoter Score).
• Recommend and improve AI-native processes.

Professional Development

• Participate in educational workshops, seminars, and in-house certification and release training to maintain up-to-date professional and technical knowledge.

Your Skills and Qualifications:

• Post-secondary education, preferably in training and development, education, or a related field
• Previous client-facing training experience, preferably in the software industry
• Self-motivated and enthusiastic, with strong interpersonal skills
• Excellent communication skills, both written and verbal, particularly as it relates to explaining both simple and complex technical concepts to non-technical users
• Strong understanding of adult learning concepts/theories, training development techniques, and best practices
• Strong software & technology aptitude and literacy
• Excellent presentation skills
• Experience conducting training sessions both in-person and remotely
• Excellent documentation skills
• Clinical or Financial experience within the senior care industry is preferred (i.e. skilled nursing or assisted living)
• Ability to work in a dynamic and fast-paced environment
• Proficiency with gen-AI (i.e. Claude, Copilot)
• Proficiency with Microsoft Office suite of products and other teleconferencing solutions (i.e. Zoom, WebEx, etc.)