Product Training and Documentation Specialist (Remote- US Based)

Job Summary 

The Municipalities Product Training and Documentation Specialist is responsible for all customer training, including new sales, upsells and retraining of existing customers. All training will be performed on our flagship recreation management product CommunityPass. As part of the team that first engages with onboarding customers, this position requires that you possess a dynamic mix of abilities to smoothly introduce customers to the application. 

The Specialist will also be responsible for revamping the CommunityPass training curriculum and delivery method using the latest learning management systems.

Finally, the specialist will be responsible for creating and updating product help and training documentation.

Responsibilities 

• Work collaboratively within the Account Management team to successfully train new customers on our product.
• Manage and update training portion of implementation project plans for each new customer.
• Work with Account Management and the customer to create the appropriate training plan based on modules being implemented.
• Perform virtual and in-person new customer training sessions.
• Perform virtual and in-person supplemental training sessions for existing customers.
• Work collaboratively with Account Management team members to resolve and record requirements or client issues that arise during training.
• Assist the Implementation team in configuring our software to behave in accordance with customer needs.
• Help to document processes and relevant support material.
• Develop product use content and guides for online help.
• Help drive roadmap items and enhancements derived from customer feedback during training.
• Provide coverage for Customer Support team as needed during peak periods.

Requirements 

• Bachelors degree in Information Systems, Business or Equivalent Experience
• 2+ years of experience in product training, software project management or software support
• Knowledge of SaaS software
• Strong written and verbal communication and presentation skills.
• Acute attention to detail and documentation.
• Strong organizational and project management skills.
• Must be able to multi-task and manage tasks from clients.
• Ability to work independently and collaboratively.
• Initiative, focus, and passion for seeing our clients, and our company, succeed.
• Ability to stay calm under pressure and respond to customer needs quickly and effectively.

Preferred 

• Experience using software tools such as Office 365 applications, Microsoft Teams, GoToMeeting, GoToWebinar and wiki-style knowledge-bases like Confluence
• Experience using SmartSheet, Monday.com, Zendesk or another client support portal.
• Customer Focus: Ability to use discretion and …