Training Manager, Advancement

About the role

This role is responsible for designing, developing, and delivering technology training programs that build proficiency and confidence among AEA staff across the division’s full technology stack, including the Blackbaud CRM (CITRUS), data warehouse reporting tools, Microsoft 365, and related enterprise systems.

Responsibilities

• Design, develop, and deliver training programs for AEA staff on the Advancement technology stack, including the Blackbaud CRM (CITRUS), data warehouse reporting tools, Microsoft 365 productivity suite, and other enterprise platforms in use across the division.
• Maintain and update training curriculum, user guides, quick-reference materials, and video tutorials to reflect system upgrades, new feature releases, and evolving business processes.
• Deliver training through a variety of modalities including in-person workshops, virtual sessions, and self-service knowledge base resources.
• Partner with the Advancement Systems team to support configuration updates, system enhancements, and testing activities within Blackbaud CRM and related advancement platforms.
• Translate hands-on technical involvement into improved training content and user documentation, ensuring training materials accurately reflect current system behavior and workflows.
• Participate in quality assurance and user acceptance testing to develop practical, experience-grounded instructional resources.
• Serve as a primary change management resource for technology transitions, system upgrades, and new development releases across AEA.
• Collaborate with developers and the Advancement Systems team during the development lifecycle to anticipate end-user impact, shape communication strategies, and prepare training interventions in advance of go-live.
• Partner with unit managers and division leadership to support staff through technology change, reducing adoption friction and sustaining productivity during transitions.
• Provide technical support for virtual and hybrid AEA board meetings, advancement committee sessions, and donor engagement events as needed.
• Conduct ongoing training needs assessments across AEA functional areas by collaborating with unit managers, the Advancement Systems team, and end users.
• Identify skill gaps, prioritize training initiatives, and develop an annual training calendar aligned with system upgrade schedules, onboarding cycles, and divisional priorities.
• Track and report training completion metrics and assess the effectiveness of training programs through post-training evaluations and follow-up observation.
• Coordinate and deliver technology onboarding for all new AEA staff, ensuring timely access to systems, completion of required data security and FERPA training modules, and foundational proficiency with core advancement tools.
• Collaborate with Human Resources, unit managers, and the Advancement Systems team to maintain and continuously improve a structured onboarding experience that accelerates new staff productivity.
• Maintain a centralized, accessible knowledge base of process documentation, system how-to guides, and training materials for AEA staff.
• Ensure documentation is current following system changes, business process revisions, or policy updates.

Qualifications

• Bachelor’s degree in Instructional Technology, Education, Information Science, Communications, or a related field is required; a master’s degree is preferred.
• Minimum of three years of experience in training, instructional design, or technology support in a complex organizational environment is required.
• Prior experience in higher education advancement, alumni relations, or development operations is strongly preferred.
• Valid Driver’s license is required.

Skills and Knowledge

• Demonstrated ability to translate complex technical systems into clear, accessible training content for non-technical audiences is essential.
• Strong working knowledge of Microsoft 365 (Teams, SharePoint, Outlook, Excel) and proficiency in virtual meeting platforms including Microsoft Teams and Zoom are required, including experience managing webinar-style and hybrid meeting configurations for executive-level audiences.
• Familiarity with Blackbaud CRM or comparable advancement CRM systems is strongly preferred.
• Experience with instructional design principles and e-learning or knowledge base platforms (such as SharePoint, Confluence, or similar) is desirable.
• The ability to remain composed, diagnose problems quickly, and communicate clearly under pressure during live technology events is critical.
• Strong interpersonal, written communication, and presentation skills are required, as this role regularly engages with staff across all levels of the division and with external stakeholders including trustees and donors.