Software Training Specialist

Athennian

Calgary, Alberta, Canada

Full time

Sep 29

Reporting to the Director of Delivery Success, the Software Training Specialist will be a key contributor to the Customer Experience department, educating users and staff alike on the Athennian application. This role will work closely with the Product and Marketing teams to plan, design, develop, and deliver new training and materials for the Customer Experience teams. 


This role will be responsible for the ongoing development of our customer training program, inclusive of: 

• Development of training paths and learning plans for unique customer segments, based on use cases and feature requirements

• Continual research and implementation of SaaS training best practices and methodologies 

• Execution of training to individual team members and organizations

• Creation and ongoing maintenance of in-platform training (via Pendo) 

• Creation and ongoing maintenance of video and written training materials, including additions for feature releases 

• Analysis of support data to refine and/or create new training material

• Analysis of product usage data to modify training in order to increase product and feature adoption  

• Reporting and working with internal Product teams for platform advancements based on training feedback

• Working with CX leadership to correlate completion of training paths to retention, churn, and expansion data 


This position is open to remote work options in the following time zones: ET, CT, MT, and PT.

Required Skills

  • 5+ years of experience in a customer-facing role with a minimum of 2 years in a training, teaching or consulting role for a SaaS or software company
  • Proven ability to convey technical subject matter to non-technical audiences
  • History of delivering exceptional customer service
  • Highly-developed written and verbal communication skills
  • Strong interpersonal and relationship-building skills
  • Excellent analytical, organizational, and problem-solving skills

Bonus Points

  • Experience working for a high-growth SaaS company
  • Experience working with Athennian tools like Confluence, HubSot, JIRA, Zendesk and other technology platforms used by Athennian
  • Experience working with a similar entity management platform
  • French-speaking (bilingual) would be an asset
  • Corporate governance and legal knowledge

In this role, at 3 months, you will have:

  • Developed extensive working knowledge of the Athennian product, services, and integrations as well as industry best practices
  • Worked to assist each client as effectively and quickly as possible
  • Serve as a client’s primary point person for delivery of their requested consulting/training (this position focuses on high-quality service delivery and does not involve ongoing account or client management)
  • Worked autonomously with clients to schedule consultations, configure software, create training plans, and deliver other services as needed
  • Contributed to the implementation and/or other departmental duties as needed by the Customer Experience team
  • Developed strong relationships internally with members of the Customer Experience and Product teams

In this role, at 6 months, you will have:

  • Assumed ownership of Athennian’s existing training material including video tutorials 
  • Created and rolled out required training and education relevant to new products and features
  • Conducted platform training, particularly on new features, to new and existing internal team members
  • Created new training content to meet business needs and support internal and external customers
  • Designed and delivered video, in-person (dependent on travel protocol), live webinar and written training solutions
  • Escalated customer service needs found during training to the appropriate teams
  • Applied critical thought to understanding each client’s needs; determine how they can successfully use Athennian to solve immediate issues and ultimately achieve the organization’s mission
  • Personalized each consulting/training project based on a client’s need regardless of stage of growth (from startup to multi-million dollar organization), familiarity with Athennian software, and an individual’s role within the client organization (Managing partner, paralegal, legal assistant, etc.)
  • Assessed technical workflows for effectiveness and efficiency; created new procedures, workflows, and reports as needed
  • Established and built rapport with customers as a Subject Matter Expert on our platform

In this role, at 12 months, you will have:

  • Analyzed the training curriculum and delivery, identify needs, and formulated appropriate action plan recommendations in conjunction with Customer Experience leadership
  • Worked with department leadership to continuously assess training content, determine appropriate instructional procedures or delivery methods, and make improvements as needed
  • Maintained existing procedures, policies and guidelines and drove efficacy of content
  • Coordinated and facilitated customized trainings with clients, for which travel may be required
  • Leveraged existing touchpoints and tools, and identified where other solutions are needed, in order to ensure that customers get value from our software platform quickly

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Athennian

Cloud-based global legal entity management software.

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