Sr. Customer Support Trainer & Knowledge Lead - Hybrid (SaaS/Healthcare IT/EMR/EHR)

Sr. Support Trainer & Knowledge Lead

Phoenix, AZ (hybrid, 3 days per week onsite)

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.
• 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 focu