Software Technical Trainer

The Opportunity

This is more than just a training role; it is your chance to restore and redefine core delivery capacity within a rapidly growing customer implementation lifecycle. As a Technical Trainer, you will solve critical adoption challenges by bridging the gap between project implementation and independent customer success, ensuring our users don’t just observe workflows but master them. You’ll join a team where you have genuine creative autonomy to design content, high visibility across complex SaaS platforms, and the agency to raise the quality bar for how we empower our global customer base.

What You’ll Do

As the Technical Trainer, you will hit the ground running by stepping into a meaningfully updated delivery model that anchors training directly to active implementation milestones, from kickoff through hypercare. You will transition away from building content in isolation to working inside active customer projects, ensuring that every training session is tailored to real-world scenarios and shifting customer priorities.

You’ll play a key role in driving measurable impact by owning a recurring cadence of customer training and developing hands-on, scenario-based programs that reflect actual customer workflows. Your work will involve collaborating closely with Solution Delivery and Customer Success teams to identify training gaps and propose proactive solutions that drive long-term adoption. By bringing a consulting mindset to every engagement, you’ll listen to customer needs and translate them into effective learning experiences that elevate what’s possible for our users.

The Skills You’ll Have

Training Delivery & Facilitation

• Deliver live Instructor Led Training (ILT) and Virtual Instructor Led Training (VILT) using hands-on, scenario-based exercises tailored to end-user and admin-level audiences, adjusting facilitation pace and approach in real time based on learner engagement and comprehension.
• Support participants through live exercises and ambiguous situations, maintaining focus on learning objectives and making sound decisions when priorities or conditions shift mid-engagement.
• Facilitate train-the-trainer sessions that equip customer-side trainers to carry material forward independently
• Apply adult learning principles and a learner-centered mindset to design and deliver experiences that prioritize genuine skill transfer over content coverage.
• Bring intellectual curiosity and a commitment to continuous growth, developing expertise in both the platform and the practice of education while maintaining resilience when conditions are ambiguous or priorities shift.

Instructional Content Development

• Collaborate with SMEs to extract complex workflows and transform them into practical, scenario-based learning activities, including live exercises, facilitator guides, participant workbooks, job aids, and workflow videos.
• Develop training content in multiple languages and build repeatable facilitation guides and activity banks that can be reused or customized across customer engagements.
• Consult on learning context and audience, and design materials that intentionally distinguish between live, exercise-based delivery and self-paced consumption, ensuring each format serves its intended purpose.
• Solicit feedback from learners and stakeholders post-delivery and use it to iterate on content quality, relevance, and overall program effectiveness.
• Track content performance and learner outcomes to identify patterns, surface improvement opportunities, and inform ongoing program development.

Technical Aptitude & SaaS Platform Fluency

• Navigate and demonstrate SaaS platforms confidently in live environments, including troubleshooting unexpected software behavior and explaining admin concepts such as user permissions, object configuration, and workflow rules within a training context.
• Apply a strong understanding of Salesforce-based platforms or similar technical backgrounds to answer configuration-level questions accurately and support learners through complex workflows.
• Utilize an LMS to deploy, organize, and track learner progress, interpreting data and metrics to surface adoption trends and recommend targeted interventions.
• Operate effectively within structured implementation methodologies, delivering training during key project phases such as UAT and go-live.

Communication & Stakeholder Management

• Adjust communication depth and tone for different audiences, from executive sponsors to field technicians, and represent the education function confidently in customer-facing project conversations.
• Manage a pipeline of concurrent training engagements independently, communicating proactively when timelines are at risk and coordinating cross-functionally with Solution Delivery and Customer Success teams without creating unnecessary overhead.
• Recognise the boundaries of education scope, advocate clearly when requests fall outside of it, and escalate appropriately rather than absorbing unchecked scope.