Medical assessment reimagined
Training and Implementation Specialist
Location
Canada
Posted
4 days ago
Salary
$75K - $90K / year
Seniority
Senior
Job Description
Training and Implementation Specialist
Fry
• Lead customers through onboarding and implementation, from early discovery through to launch. • Build on early discovery carried out with our solution specialists, capturing functional requirements and existing processes, so customers experience a seamless transition into onboarding. • Configure systems to support customer needs, working calmly through complexity where required. • Support customers through change, recognising that new systems and processes can feel daunting. • Design and maintain clear, practical learning and implementation resources (guides, walkthroughs, solution definitions, SOPs). • Turn recurring customer questions and challenges into reusable documentation, learning collateral and system improvements. • Reduce reliance on live granular training by enabling customers to self-serve confidently, freeing up more time to focus on more complex areas of the implementation. • Continuously improve onboarding materials based on customer feedback, usage patterns, and evolving product capabilities. • Deliver tailored training sessions where they add the most value, focusing on outcomes, not just features. • Provide thoughtful support during critical moments, using good judgment to resolve, escalate, or enable as appropriate. • Work alongside the wider Customer Success Team to triage and respond to support requests, always aiming to empower customers rather than create dependency. • Work closely with internal teams, including business analysis, engineering and product, to surface trends, risks, and opportunities for improvement. • Translate customer experience into clear insights that help improve our products, processes, and learning materials. • Contribute to a calm, collaborative team culture that values ownership, clarity, and continuous improvement.
Job Requirements
- Experience delivering software system training or onboarding for end users.
- The ability to explain complex concepts clearly and adapt your approach for different audiences.
- The ability to communicate clearly and confidently in written and spoken English, including when delivering training and producing documentation for customers.
- A natural curiosity about customer goals, challenges, and motivations.
- Confidence in learning new systems and navigating technical details.
- Strong problem-solving skills and a calm, structured approach to troubleshooting.
- Experience creating clear, user-focused learning or implementation materials.
- Comfort handling sensitive information in line with GDPR and quality standards.
- The ability to work autonomously while collaborating openly with others.
- A curious, experimental relationship with AI. You try things, reflect on what works, and embed it into how you actually work, not just how you think about working.
- Experience working with SaaS products and customer implementations.
- Exposure to education, training, or assessment environments.
- Experience supporting customers through change management.
- Familiarity with agile or digital transformation projects.
- Experience using tools such as Zendesk, Monday.com, or similar platforms.
Benefits
- Fully remote working
- Freedom to choose your equipment and learning
- A high-trust, low-bureaucracy environment
- Open-book finances and full salary transparency
- Generous salary, enhanced parental leave, and profit share
- £1,200 (local currency equivalent) annual health and wellbeing allowance
- Confidential mental health support
- CanadaLife Health Insurance
- Paid for internet and mobile phone
- Truly flexible working hours
- No set annual leave limit. You are expected to take at least 28 days.
- 25% of the company's profits are shared equally across the global team
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