Client Trainer Job Description

Business software vendors that push new features every two weeks or migrate whole customer bases to new platforms face a gap between what the product can do and what clients actually use. Client Trainers exist to close that gap. Their audience might be accounting firm staff, multifamily property teams, or telecom operators, and their output is a customer who can work without a support ticket. Where a Customer Success Manager answers for renewals and an Instructional Designer answers for course content, the Client Trainer answers for whether learners can use the product after the session.

Success as a Client Trainer means turning newly released or newly implemented software into daily habits for customer staff, measured by adoption rather than attendance. The work sits within a Professional Services or customer experience team, with product development, sales, and customer support groups supplying context and receiving the feedback that trainers collect from every session.

Career Impact: Train-the-Trainer certification and adult learning expertise carry across software vendors serving accounting, property management, and telecom.

Business Impact: Clients start using new releases sooner, lifting product usage and post-session feedback scores that trainers track directly.

Growth Opportunity: Delivering to senior client leadership opens routes into curriculum ownership or customer education management.

Company Value: Remote web sessions from an office or home office sit alongside occasional customer-site travel.

• Deliver live training sessions to customer audiences, on-site or via webinar, that move users toward adoption of new product releases.
• Conduct needs assessments with clients to identify business requirements and gaps in user knowledge before designing learning solutions.
• Create instructor guides, quick reference cards, and e-learning modules for each product release, sized for both live and self-paced use.
• Partner with product, sales, and support teams to keep training content accurate ahead of every launch and rollout.
• Relay customer feedback gathered in sessions to product teams, improving adoption and the overall customer experience.
• Evaluate training effectiveness through learner assessments, evaluation forms, and usage data, and report results to internal stakeholders.
• Maintain training records and weekly status reports covering active and upcoming client engagements for management review.

• Bachelor's degree in education, business, or a related field, or equivalent work experience.
• 2 or more years of software training experience, with delivery to varied customer audiences in person and online.
• Excellent written, verbal, and presentation skills, including the ability to hold an audience's attention in virtual sessions.
• Ability to assess customer training needs and translate them into targeted learning solutions that drive product adoption.
• Experience creating training materials, curriculum, and documentation for software products used by non-technical customer teams.
• Ability to learn complex business software quickly and explain technical concepts in clear, digestible terms.
• Ability to manage multiple projects and stakeholders with competing priorities while working independently.
• Ability to work with cross-functional colleagues and build rapport with customer stakeholders at every level.

• Prior training or customer experience within the target industry, such as accounting, multifamily housing, or telecommunications.
• Knowledge of adult learning principles, supported by Train the Trainer programs or a related instructional certification.
• Fluency in a second language spoken by customers, such as French or Spanish, alongside English.
• Ability to travel to customer sites for on-site training, typically between 25 and 50% of working time.

• Post-session learner satisfaction score out of 5, showing how well the delivery lands with customer staff.
• Percentage of trained users active in the product after sessions, reflecting adoption.
• Percentage of releases with training content ready at launch, showing release readiness.
• Sessions delivered per month, showing training capacity across remote and on-site engagements.
• Learner assessment pass rate, measuring whether sessions build working knowledge of the product.
• Customer feedback items logged and relayed to product teams per month, reflecting the feedback loop.

• Base Salary Range: $60,000 to $90,000 per year, depending on experience, employer size, and region
• Bonus: Annual bonus of 5% to 10% of base, often tied to adoption or session targets
• Equity: Uncommon at this level, though some software vendors offer stock options or restricted stock units
• Health Benefits: Medical, dental, and vision coverage, with employers usually paying a share of premiums
• PTO: 15 to 20 days of paid time off plus company holidays
• Common Perks: Remote or hybrid work, 401(k) match, learning stipend, and paid business travel expenses

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Candidates must be authorized to work in the United States, and employment is contingent on the successful completion of a background check. Qualified applicants receive equal consideration regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by federal, state, or local law. Reasonable accommodations under the Americans with Disabilities Act are available to applicants who request them during the hiring process.

The Client Trainer delivers product training to accounting firm customers through remote web sessions, backed by needs assessments and learning solutions, so customers adopt the software faster and have a better experience with it. Reporting to the Professional Services team, the Client Trainer works alongside sales, product development, support centre, and QC colleagues and passes customer feedback back to them.

Key Responsibilities

• Conduct needs assessments, create relevant learning solutions, and deliver product training to the customer base.
• Apply adult learning principles to training delivery and materials.
• Conduct remote web sessions from the office or home office.
• Act as the voice of the customer, channeling all feedback from sessions to improve product adoption and enhance the customer experience.
• Develop training programs, act as a subject matter expert, and assist in the creation and maintenance of training materials, including instructor and participant guides, quick reference cards, best practices, evaluation forms, and web-based training.
• Maintain training records and prepare reports to evaluate the effectiveness of training sessions and contribute to ongoing improvement.
• Monitor customer usage and conduct pre- and post-session check-ins to help increase product usage.
• Solicit testimonials and welcome product feedback from attendees to improve the customer experience.
• Collaborate with internal teams (sales, product development, support centre, QC).
• Act as second- and third-level line of support from time to time.

Required Qualifications

• Bachelor's degree in education or business, or equivalent combination of experience and training.
• 3 to 5 years of experience delivering captivating software training to varied audiences.
• Experience creating training materials and documentation.
• Experience in accounting software training.
• Experience using web conferencing tools to deliver engaging training.
• Strong knowledge of accounting concepts and the day-to-day business of an accounting firm, including processes, procedures, and workflow.
• Working knowledge of personal, corporate, and federal tax and/or accounting education.
• Solid knowledge of change management concepts, including the capacity to understand and adjust to various audiences.
• Experience with the company's products is a strong asset.
• Fluency in French and English is an asset.

Embedded within client rollouts across the Property Management, Renter Engagement, and Revenue Management product groups, the Client Trainer shapes training curriculum and courseware under general supervision so end users adopt newly implemented solutions. Working closely with clients to identify business requirements and resolve quality concerns found after migration, the Client Trainer also keeps accurate communication records and positive feedback metrics for each client activation.

Core Functions

• Deliver an exceptional training experience and motivate students to adopt newly implemented product solutions.
• Demonstrate knowledge across multiple product groups, such as Property Management, Renter Engagement, and Revenue Management, to ensure client rollout success and end-user adoption.
• Identify client business requirements and create training solutions to meet expectations.
• Create training curriculum and courseware under general supervision.
• Apply functional knowledge of product settings to troubleshoot basic setup issues.
• Create a positive, professional, and open learning environment that promotes engagement.
• Coordinate resolutions for quality concerns detected during post-migration for applicable products.
• Show positive client experience feedback metrics.
• Maintain accurate records of all communication received for each client activation.
• Submit travel and training-related expenses in a timely manner based on communicated expense procedures.

Qualifications & Experience

• Bachelor's degree or equivalent experience and education.
• 2 years of training experience, including the development of new curriculum courses and creating training process materials.
• 4 years of multifamily housing industry experience or related training experience.
• Experience leading training for senior-level leadership.
• Working knowledge of property management system solutions in addition to the company's own products.
• Proven ability to deliver exceptional training to large and small audiences in person or via webinar.
• Proficient in MS Office applications at an intermediate level, including Word, Outlook, PowerPoint, and Excel.
• Working knowledge of industry-standard webinar delivery platforms.
• Strong verbal, written, and interpersonal communication skills.
• Strong organizational and time-management skills, with the ability to handle multiple tasks.
• Ability to travel up to 25%, as needed.

Reporting to internal departments and subject matter experts on product content, the Client Trainer builds instructor-led learning resources and a self-service library, turning new releases into e-learning content. Partnering with customers, the Client Trainer helps them connect pain points to meaningful product adoption through onboarding and refresher sessions.

Primary Duties

• Partner with internal SMEs to build and update high-quality instructor-led customer learning resources that are easily transformed into e-learning content.
• Conduct effective and engaging customer onboarding and refresher training sessions using accepted education principles and track new training methods and techniques.
• Build and expand the self-service library of training solutions.
• Contribute creative ideas for change and improvement in content and delivery.
• Collaborate with internal departments to ensure accurate, effective training content and delivery of training.
• Assist in the assessment and evaluation of the educational effectiveness of the training.
• Produce new feature e-learning training content in cadence with biweekly releases when necessary.

Skills & Qualifications

• 3 or more years of experience leading presentations, public speaking, or classroom training for related products or services.
• Experience with Train-the-Trainer programs and certifications.
• Working knowledge of adult learning principles.
• Ability to produce and edit quality content templates for use across a variety of channels, such as videos and PowerPoints.
• Committed to making customers successful through training experiences, including understanding their pain points and translating that into powerful and meaningful product adoption.
• Strong presentation skills, including the confidence to own the virtual room.
• Ability to work independently and own assigned projects.

Sitting at the intersection of retail data and client training, the Client Trainer leads case study trainings that show how clients should use the story behind the data, giving stakeholders and system users actionable recommendations. Operating across product management and client stakeholder groups, the Client Trainer gives product management feedback from user acceptance testing and helps clients use point-of-sale, consumer, and retailer data with confidence.

Duties

• Train and demonstrate expert knowledge of point-of-sale, consumer, and retailer-specific data in conjunction with accessing data in technology systems.
• Deliver training courses that employ adult learning principles and a variety of effective training techniques.
• Collaborate cross-functionally to create a business model for the development of business case study trainings that focus on practical application of the story behind the data and how clients should use it.
• Stay informed of industry/vertical trends on how best to generate insights and actionable recommendations.
• Participate in cross-functional activities, such as UAT, to provide feedback to product management for the next generation of technology product release.
• Develop a clear understanding of the company's products and solutions and convey their benefits to client stakeholders and system users through use case development and training sessions.
• Think strategically to generate new ideas, activities, and case studies that enhance the learning programs.
• Drive high customer satisfaction and serve as a client advocate for new technology.

Requirements

• 3 or more years of business-to-business experience with CPG, retail, software, a top-tier consulting company, or technical training experience.
• Previous training experience using virtual delivery is preferred.
• Solid knowledge of point-of-sale, consumer and shopper, loyalty, and supply chain data, and category management practices, along with the strong ability to synthesize that data into insights.
• Working knowledge of software applications and products and services designed for consumer-packaged goods and retail industries is valued.
• Proven ability and experience translating complex, technical concepts into an easy-to-understand and digestible format.
• Ability to manage multiple stakeholders with varying priorities and drive for solutions and commitment to a shared goal.
• Strong organization and project management skills.
• Ability to work independently as a proven self-starter and outside-the-box thinker who is action-oriented.
• Strong written and oral communication and presentation skills.
• Strong interpersonal skills, including the ability to develop and maintain strong collaborative relationships with teammates and stakeholders.

A key member of the customer training program, the Client Trainer builds and revises training courseware and delivers on-site and online sessions that raise the level of service the customer base receives from the company's solutions. Collaborating across clients in the telecommunications industry, the Client Trainer tailors training to each customer's requirements and culture.

Functions

• Deliver customer-facing on-site and online training.
• Create and revise training courseware, both core and custom.
• Participate in Training Needs Analysis activity with clients.
• Design or revise and enhance existing training programs and materials to meet the business needs.
• Assist with development metrics to determine the effectiveness of training materials and programs.
• Facilitate all levels of evaluating training effectiveness.
• Develop process/training documentation for all training programs.
• Analyze organizational issues and opportunities to determine, develop, and implement ways to improve customer and organizational effectiveness.
• Provide weekly status reports and updates on all training engagements that are active and pending.
• Keep abreast of all industry standards and technologies.
• Work with the customer to customize the training delivery based on the customer's requirements and culture when necessary.
• Provide internal product training as needed.

Experience & Qualifications

• BA/BS degree.
• 2 or more years of experience developing and delivering customer-facing training in a corporate environment.
• Experience in the BSS, OSS, and/or telecommunications industry is preferred.
• Experience with application development using Java and JavaScript, and with relational databases (Oracle preferred), is a bonus.
• Experience working with application servers (WebSphere, WebLogic) and various operating systems (Windows, Unix) is a bonus.
• Strong communication skills and fluency in Spanish and English are a must.
• Fluency in additional languages, specifically Portuguese, is a plus.
• Ability to travel to customer sites to provide training, with travel required from 30 to 50% per month as needed.

Consistent best practices across the CX organization depend on the Client Trainer, who owns quarterly training programs matched to the needs of individuals, teams, and CX management. Serving as a partner to CX leadership and other stakeholders, the Client Trainer manages the full training cycle and supports company-wide initiatives, such as new product launches.

Accountabilities

• Build strong relationships and rapport with the CX team and leadership to gain a firm understanding of the CX organization.
• Assess the training needs of individuals, teams, and the CX organization as a whole and develop quarterly training programs that meet those needs.
• Support CX management with the onboarding needs of new members and newly promoted members of the CX team.
• Support each member of the CX organization with ongoing training and resources that instill best practices and uplevel their skill set.
• Partner with CX leadership and other stakeholders to manage the full training cycle, including content development, event logistics, and accountability and measurement.
• Enable the CX team through efficient processes and systems (Gainsight, Zendesk, Smartsheet, etc.).
• Support company-wide initiatives, such as new product launches and strategies.
• Work towards developing a framework for efficient and effective client training that drives sophistication across the key client base.

Technical Qualifications

• 3 or more years of experience in a Client Experience role within a SaaS environment.
• Hands-on experience training and/or mentoring individuals within a Client Experience/Customer Success environment.
• Experience working in Martech or a solid understanding of the digital marketing landscape.
• Proven knowledge of account management best practices.
• Ability to juggle multiple tasks, priorities, and multiple internal stakeholders simultaneously.
• Strong listening skills, curiosity, and eagerness to better understand the inner workings of the company.
• Ability to effectively engage executive leadership.
• Strong communication and presentation skills.
• Proven ability to engage training attendees both in person and remotely, and to own the room.

As the Client Trainer, this role delivers training to new and existing clients on the company's products and services, driving user adoption and a maximum return on investment in financial services, banking, and insurance. The account managers and product teams rely on this work to hear the Voice of the Customer and to act on potential leads for new requirements.

Activities

• Proactively contact clients to promote the benefits of training and arrange training with other members of the training team.
• Provide regular reporting of existing and future training sessions.
• Work alongside product teams to understand the future roadmaps of the products and share industry insights.
• Ensure any client feedback is fed back through the "Voice of the Customer".
• Participate in industry conferences and demonstrations.
• Serve as a recognised expert in all assigned products.
• Highlight any potential leads for new requirements to account managers or internal stakeholders.

Position Requirements

• CIPD qualification or equivalent training industry qualification is ideal.
• Experience with client engagement.
• Experience working in the financial services industry.
• Working knowledge of financial fraud, compliance requirements, or identity fraud.
• Ability to relate complex system functionality to a client's needs in an easy-to-understand way.
• Strong communication, organisation, and presentation skills.
• Ability to manage a diary and workload in a busy environment.
• Willingness to learn and develop continuously.

Client Trainer leads the design, development, and delivery of learning interventions that support employee learning and performance projects across health plan and public sector call center teams. The work directly supports the Learning and Performance department and CMC Learning Leaders, who depend on current system training materials and Train the Trainer sessions when the call center system changes.

Operational Focus

• Design and develop appropriate and effective instructional materials and content.
• Deliver training through appropriate channels (e.g., classroom, teleconference, asynchronous and synchronous online) while incorporating instructional design principles and methodologies.
• Collaborate with Corporate Operations, IT Project Management, Care Management Center (CMC) Learning and Performance, and other stakeholders to work on projects, influence change management, drive training strategy, and coordinate project rollouts.
• Lead or co-lead the overall design, development, and delivery of learning products, services, and interventions, including specific needs analysis, learning outcomes definition, structure and design of the learning product, implementation planning, communication with relevant stakeholders, and follow-up on evaluations for learning transfer.
• Serve as an advocate for learning and change management in project planning meetings and effectively communicate project plans, milestones, and training strategy on an ongoing basis.
• Provide support for business or systems migrations and new office openings.
• Provide leadership and consultation to CMC Learning Leaders and Specialists on process improvement initiatives, share best practices, and create a virtual Learning Community.
• Maintain accurate, current iSeries/IP training materials that Health Plan/Employer Solutions and Public Sector CMC Learning Teams can customize for new hire training.
• Serve as subject matter expert (SME) for CMC Learning Leaders and Specialists in reference to call center policies and procedures content as it relates to iSeries/IP.
• Support iSeries/IP enhancements by participating in User Acceptance Testing (UAT), creating training materials for UAT, and Train the Trainer (TTT).
• Deliver Train the Trainer sessions using blended learning techniques and current learning technologies to ensure all CMCs have necessary information when there are changes to the iSeries/IP system.
• Provide support to other call center initiatives (non-iSeries), including serving as Project Manager or subject matter expert, participating in UAT, designing, developing, and delivering TTT, and assisting with documentation.
• Support Learning and Performance department strategy, effectiveness, projects, processes, and team working environment.

Knowledge, Skills & Abilities

• 3 to 5 years of training experience in the healthcare or insurance industry.
• 2 or more years of experience leading and managing projects.
• 1 or more years of formal training experience, including classroom delivery and content design and development.
• Proven understanding of instructional design, adult learning concepts, performance improvement, change management, and learning best practices.
• Familiarity with behavioral health and managed care business, operations, and systems migrations.
• Ability to convert abstract ideas into concrete learning solutions and proven ability to communicate technical information to non-technical customers.
• Strong project management skills.
• Experience with a learning management system is required.
• Strong working knowledge of the MS Office suite of products.
• Strong interpersonal skills, including the ability to function independently and as a team member.
• Effective organizational, time management, and communication skills, combined with attention to detail.