Sr. Support Trainer & Program Manager
Remote U.S. (designated states)
This position is remote and may be performed from one of the following U.S. states: AL, AZ, FL, GA, IN, KS, MA, MI, MS, NC, NV, OR, PA, SC, TN, TX. (Candidates outside of these states will not be considered)
Department: L&D & Client Support
A Sr. Support Trainer & Knowledge Lead plays a critical role in ensuring that support personnel possess the knowledge and skills required to assist customers effectively with product-related inquiries.
This role is responsible for defining, developing, and managing internal training, certification, and knowledge management programs for the Client Support Organization. As a key Individual Contributor, you will report to our Learning and Development Organization with dotted-line responsibilities to the Client Support Organization. The Client Support Trainer will be relied on to identify training needs, build and deliver training curriculums (in partnership with domain experts), and construct robust certification programs that include both hands-on learning and robust knowledge validation tools. Beyond content creation, you will also be responsible for the ongoing care and feeding of both our training and knowledge management programs as you work with leadership to elevate the performance of the department. The following responsibilities and qualifications are vital for this key role:
Duties and Responsibilities
- Design and develop comprehensive training programs for support personnel to ensure a deep understanding of the product and its features.
- Conduct engaging and effective training sessions, utilizing various methods such as classroom training, virtual sessions, webinars, and hands-on exercises.
- Assess the performance of support personnel through hands-on exercises, quizzes, tests, and practical evaluations to ensure comprehension and proficiency.
- Identify, create, and maintain training documentation, manuals, knowledge articles, and resources for ongoing reference by support teams.
- Collaborate on the design/deployment of support-based knowledge initiatives. Incorporate knowledge management principles into training and onboarding efforts. Work with support teams to ID new knowledge opportunities and assess the effectiveness of existing initiatives and programs.
- Identify opportunities for improving training programs based on feedback, performance metrics, and evolving product features.
- Provide guidance on effective communication and customer service skills, ensuring support teams can handle customer inquiries, issues, and escalations professionally.
- Conduct workshops and develop creative sessions to give practical knowledge and hands-on experience in applying troubleshooting techniques to solving support issues with a focus on developing a logical and systematic approach.
- Collaborate cross-functionally to understand new features, updates, and changes, translating technical details into accessible training content.
- Facilitate the onboarding process for new support personnel, ensuring a smooth transition into their roles.
- Maintain a high level of technical proficiency in the product and its ecosystem, acting as a subject matter expert in critical areas of need.
Position Proficiencies and Requirements:
- Bachelor's degree in a relevant field (e.g., Education, Training, Business) or equivalent work experience.
- Previous experience in product support or technical training roles.
- Excellent verbal and written communication skills, with the ability to convey complex technical information in an understandable manner.
- Flexibility to adapt training programs to meet the evolving needs of the product and organization.
- Solid understanding of the product being supported, with the ability to grasp technical concepts quickly.
- Ability to assess training effectiveness and make data-driven improvements.
- Collaborative mindset to work with cross-functional teams and build strong relationships.
- A focus on customer satisfaction and an understanding of the customer experience.
- Strong business acumen
- Previous SaaS or Healthcare IT company experience preferred
- Working knowledge of EMR/EHR medical software applications is a plus
- The ability to think both strategically and tactically
- Experience working with C-Suite, including strong interpersonal/negotiation skills, conflict resolution, and creative problem-solving
- Proficiency in Indirect Leadership and project management
- A proven track record of coordinating and leading cross-team and cross-department learning initiatives
- Excellent organizational, verbal, and written communications skills
- Excellent problem-solving and analytical skills
Competencies to Drive Success
- Ability to lead teams to develop and foster Best Practices.
- Excellent written and oral communication skills.
- Excellent communication and organizational skills with a customer service focus.
- Ability to prioritize effectively and handle shifting priorities professionally.
- Self-starter with the ability to organize work for maximum efficiency.
Our Core Values
We put our Clients First - We are Open and Honest - We are Disciplined, Yet Flexible
We love to Solve Problems - We are Committed to Greatness - We are a High Performance Team
About Us
Work with a World-Class Healthcare Team. Raintree Systems is the leading provider of both efficiency tools and engagement features that are built to manage ALL aspects of the healthcare industry. By way of high-level automation, intuitive analytics and simplified reporting, our platform eases practice staff's workload and optimizes business operations.
Our team of Rainees is built on expertise in their respective areas with a core understanding of teamwork and collaboration. Plus, our Rainees have an enthusiasm for excellence, growth, and continuous improvement in our process and the ways in which we support our valued clients.
If you align with our company values and seek to join a team of friendly and passionate people who are dedicated to excellence, Raintree may be the perfect fit for you!
Our Perks
- Remote Work/Work From Home
- Paid Time Off/11 Paid Holidays/Year-End Holiday Break
- Health, Dental, Vision, HSA/FSA
- 401K with Company Match
- Disability & Life Insurance
- Employee Assistance Program
- Paid Parental Leave
Raintree Systems provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Protect yourself from recruitment fraud: Raintree will never ask for financial information of any kind or for any payment during the job application process. We will never ask for personal information during the interview process such as passport number, bank account number, or social security number and will never ask you to receive and ship packages or goods. Our recruitment process takes place via zoom or in person. Any emails from Raintree recruiters will come from an @raintreeinc.com email address.
