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About the Role

This role is an opportunity to restore and redefine core delivery capacity within a rapidly growing customer implementation lifecycle. As a Technical Trainer, you will solve critical adoption challenges by bridging the gap between project implementation and independent customer success, ensuring users master workflows. You'll join a team with creative autonomy to design content, high visibility across complex SaaS platforms, and the agency to raise the quality bar for empowering our global customer base.

Responsibilities

Deliver live Instructor Led Training (ILT) and Virtual Instructor Led Training (VILT) using hands-on, scenario-based exercises tailored to end-user and admin-level audiences.
Support participants through live exercises and ambiguous situations, maintaining focus on learning objectives.
Facilitate train-the-trainer sessions that equip customer-side trainers to carry material forward independently.
Apply adult learning principles and a learner-centered mindset to design and deliver experiences that prioritize genuine skill transfer.
Collaborate with SMEs to transform complex workflows into practical, scenario-based learning activities.
Develop training content in multiple languages and build repeatable facilitation guides and activity banks.
Consult on learning context and audience, and design materials that distinguish between live, exercise-based delivery and self-paced consumption.
Solicit feedback from learners and stakeholders post-delivery and use it to iterate on content quality.
Track content performance and learner outcomes to identify patterns and improvement opportunities.
Navigate and demonstrate SaaS platforms confidently in live environments, including troubleshooting unexpected software behavior.
Apply a strong understanding of Salesforce-based platforms or similar technical backgrounds to answer configuration-level questions accurately.
Utilize an LMS to deploy, organize, and track learner progress, interpreting data and metrics.
Operate effectively within structured implementation methodologies, delivering training during key project phases.
Adjust communication depth and tone for different audiences, from executive sponsors to field technicians.
Manage a pipeline of concurrent training engagements independently, communicating proactively when timelines are at risk.
Recognise the boundaries of education scope, advocate clearly when requests fall outside of it, and escalate appropriately.
Complete Sitetracker Project Management Admin Certification and successfully shadow core implementation training sessions within 90 days.
Deliver supported end-user training sessions alongside a senior team member within 90 days.
Establish working relationships with the Solution Delivery and Customer Success teams within 90 days.
Demonstrate consistent follow-through on all administrative responsibilities within 90 days.
Own and independently deliver a full end-user training engagement from prep through post-session follow-up within 180 days.
Manage a full pipeline of concurrent customer training engagements independently within 180 days.
Design or significantly update at least one training module in collaboration with a SME within 180 days.
Begin cross-training on Admin certification course content within 180 days.
Attain Salesforce Certified Platform Administrator within 365 days.
Deliver at least one train-the-trainer session within 365 days.
Identify a gap in the current training catalog or delivery model, propose a solution, and build or pilot it within 365 days.
Operate as a fully independent contributor across a full project portfolio within 365 days.

Requirements

Transition away from building content in isolation to working inside active customer projects.
Collaborate closely with Solution Delivery and Customer Success teams to identify training gaps and propose proactive solutions.
Bring a consulting mindset to every engagement, listen to customer needs and translate them into effective learning experiences.
Adjust facilitation pace and approach in real time based on learner engagement and comprehension.
Maintain resilience when conditions are ambiguous or priorities shift.
Bring intellectual curiosity and a commitment to continuous growth.
Troubleshoot unexpected software behavior and explain admin concepts within a training context.
Support learners through complex workflows.
Coordinate cross-functionally with Solution Delivery and Customer Success teams without creating unnecessary overhead.
Escalate appropriately rather than absorbing unchecked scope.
Shadow core implementation training sessions.
Build familiarity with the facilitation structure, hands-on exercise format, and session documentation requirements.
Begin coordinating training for active projects.
Maintain all required documentation and follow-up.
Produce materials others on the team can pick up and deliver.
Support or co-facilitate Admin-level sessions.
Minimal reliance on reminders for administrative follow-through.
Track record of proactive stakeholder communication.

Skills

Training Delivery & Facilitation
Instructional Content Development
Technical Aptitude & SaaS Platform Fluency
Communication & Stakeholder Management
Adult learning principles
Learner-centered mindset
Salesforce-based platforms
LMS utilization
Structured implementation methodologies
Project Management

Experience Level

Senior

Education Level

Sitetracker Project Management Admin Certification
Salesforce Certified Platform Administrator