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.)
Additional
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PointClickCare Benefits & Perks: Benefits starting from Day 1! Retirement Plan Matching Flexible Paid Time Off Wellness Support Programs and Resources Parental & Caregiver Leaves Fertility & Adoption Support Continuous Development Support Program Employee Assistance Program Allyship and Inclusion Communities Employee Recognition … and more! It is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact recruitment@pointclickcare.com should you require any accommodations. As part of our commitment to a streamlined and equitable hiring experience, PointClickCare uses AI tools to assist with candidate screening and assessment. When you apply for a position, your information is processed and stored with Lever, in accordance with Lever’s Privacy Policy. We use this information to evaluate your candidacy for the posted position. We also store this information, and may use it in relation to future positions to which you apply, or which we believe may be relevant to you given your background. When we have no ongoing legitimate business need to process your information, we will either delete or anonymize it. If you have any questions about how PointClickCare uses or processes your information, or if you would like to ask to access, correct, or delete your information, please contact PointClickCare’s human resources team: recruitment@pointclickcare.com PointClickCare is committed to Information Security. By applying to this position, if hired, you commit to following our information security policies and procedures and making every effort to secure confidential and/or sensitive information.