Senior Customer Support Trainer - Program Manager

September 29

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Raintree Systems

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Medical Record and Billing • Pediatric Therapy • Physical Therapy • Billing Services • Revenue Cycle

201 - 500

Description

• A Sr. Support Trainer & Knowledge Lead plays a critical role in ensuring support personnel possess the knowledge and skills required to assist customers effectively. • This role is responsible for defining, developing, and managing training, certification, and knowledge management programs for the Client Support Organization. • Identify training needs, build and deliver training curriculums, and construct robust certification programs. • Conduct engaging and effective training sessions utilizing various methods such as classroom training, virtual sessions, webinars, and hands-on exercises. • Assess performance through hands-on exercises, quizzes, tests, and practical evaluations to ensure comprehension. • Identify, create, and maintain training documentation, manuals, knowledge articles, and resources. • Collaborate on design/deployment of support-based knowledge initiatives and incorporate knowledge management principles into training. • Collaborate cross-functionally to understand new features and translate technical details into accessible training content.

Requirements

• Bachelor's degree in a relevant field or equivalent work experience. • Previous experience in product support or technical training roles. • Excellent verbal and written communication skills. • Flexibility to adapt training programs to meet evolving needs. • Solid understanding of the product being supported. • Ability to assess training effectiveness and make data-driven improvements. • Collaborative mindset to work with cross-functional teams. • A focus on customer satisfaction and understanding 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. • Proficiency in Indirect Leadership and project management. • Excellent organizational, verbal, and written communications skills. • Excellent problem-solving and analytical skills.

Benefits

• 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