Trainer

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.