Trainer

Job description

Job Title

Trainer

Job Description

The Technical Trainer is responsible for designing, delivering, and continuously improving training programs for Intacct, HCM, GCC, X3 Support Analysts. This role plays a key part in onboarding new team members, enhancing the skills of existing analysts, and ensuring consistent, high-quality support aligned with our service standards. By equipping analysts with the knowledge, tools, and confidence they need, the trainer supports the development of a capable and customer-focused support team.

This is a hybrid role - three days per week in our Newcastle office.

Key Responsibilities

Key Responsibilities

• Deliver structured onboarding and technical training programs for Support Analysts
• Design and update learning materials, guides, and curriculum to reflect product updates, support processes, and best practices.
• Collaborate with product experts, team managers, and coaches to identify training needs and skill gaps.
• Track learning outcomes, gather feedback, and adjust training programs for continuous improvement.
• Maintain up-to-date knowledge of products, support procedures, and internal tools.
• Develop Support certification, refresher training, and targeted upskilling initiatives.
• Promote a learning culture through knowledge sharing and collaboration across regions.

Skills, Know-how and Experience

• Proven experience delivering technical training in a support or SaaS environment.
• Strong knowledge of financial management software.
• Excellent verbal and written communication skills; ability to explain complex concepts clearly.
• Strong instructional design skills and familiarity with adult learning principles.
• Ability to engage and motivate learners in both virtual and in-person environments.
• Proficiency in using learning management systems (LMS) and training tools.
• Strong organizational skills and attention to detail.
• Customer-focused mindset and passion for enabling others to succeed.

Competencies

• Customer Focused - Committed to delivering value to internal learners and end customers.
• Action Oriented - Proactively improves training content and delivery.
• Trustworthy - Maintains credibility with stakeholders and learners through consistency and reliability.
• Innovative - Continuously seeks better ways to deliver and scale impactful training.
• Collaborative - Works closely with coaches, team leads, and SMEs to align learning with business goals.

Function

Customer Operations

Country

United Kingdom

Office Location

Newcastle

Work Place type

Hybrid

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Working at Sage means you're supporting millions of small and medium sized businesses globally with technology to work faster and smarter. We leverage the future of AI, meaning business owners spend less time doing routine tasks, like entering invoices and generating reports, and more time pursuing their ambitions.

Our colleagues are the best of the best. It's why we were awarded 2024 Best Places to Work by Glassdoor. Because to achieve extraordinary outcomes, we need extraordinary teams. This means infusing Sage with people who knock down barriers, continuously innovate, and want to experience their potential.
Learn more about working at Sage: sage.com/en-gb/company/careers/working-at-sage/
Watch a video about our culture: youtube.com/watch?v=qIoiCpZH-QE

We celebrate individuality and welcome you to join us if you embrace all backgrounds, identities, beliefs, and ways of working. If you need support applying, reach out at [email protected] .
Learn more about DEI at Sage: sage.com/en-gb/company/careers/diversity-equity-and-inclusion/