Description
At PointClickCare, our mission is simple: to help providers deliver exceptional care. And that starts with our people.
As a leading health tech company that's founder-led and privately held, we empower our employees to push boundaries, innovate, and shape the future of healthcare.
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.
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 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 program design to ensure training content is relevant and current with product updates.
- 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 organizations.
- Deliver train-the-trainer programs, including coaching and shadowing, to empower customer super users.
- 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.
- 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
- 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
- Ability to work in a dynamic and fast-paced environment
- Proficiency with gen-AI
- Proficiency with Microsoft Office suite of products and other teleconferencing solutions