US- Software Training Specialist (Clinical)

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.

Key Duties And Responsibilities

• Develop and Prepare Training Programs

• Claude, Copilot

• 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

• 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.

• Audit 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.

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.).