The Software Trainer is an important member of the implementation team who is responsible for providing training services to external clients and internal stakeholders. The Software Trainer minimizes the resources necessary of the implementation team by reducing on-site training and empowering the client with working knowledge for configuration decisions, and in the Support Department as a properly trained client is less reliant on Support. Software Trainers can also have a direct impact on revenue by providing advanced-level training to clients through Virtual Learning Labs. This incumbent represents the Company to the client. By developing positive client relationships and successful client training, this position can also increase sales by providing positive references for future clients. Software Trainers are responsible for delivering training through new and creative solutions by utilizing their substantial industry and product knowledge with internal and external clients.
Responsibilities
- Prepare and deliver remote and onsite training services to new and existing clients
- Prepare and deliver training to internal stakeholders
- Continuously develop instructional delivery and presentation skills
- Assess client progress and readiness to operate independently
- Coordinate and complete administrative functions necessary to deliver and document training programs
- Provide timely updates to the implementation and client support teams regarding client progress and preparedness
- Notify management and appropriate organization/department of issues or unplanned events that could impact the effectiveness/schedule/budget of the implementation
- Uphold Tyler’s core values by upholding superior service by committed teams, integrity in everything, intentional innovation and by exceeding client expectations
- Perform other duties as required
- Demonstrate proficient understanding of Tyler’s software solutions and provide a high level of education to clients
- Complete tasks independently/interdependently
- Work effectively in a fast paced, team based, customer service-oriented environment
- Communicate professionally and effectively, while focusing on adult learning methodologies, presentation techniques and course pacing
- Exercise good judgement, discretion, and tact while working with clients.
- Build rapport with the client staff while actively moving them towards independent operation
- Understand the implementation processes, methods and deliverables
- Ensure timely and thorough updates to the Tyler implementation team regarding client questions and issues that have arisen during training, as well the overall client readiness and preparedness to operate individually
- Influence clients, through training and examples, to adopt Tyler approaches to fulfill functional requirements
- Demonstrate proficient knowledge of the software’s capabilities, tools, best practices and alternative solutions to meet the client’s needs
- Maintain a courteous, professional, and confident demeanor throughout the training process
Qualifications
- A minimum of a B.S. or B.A. degree or equivalent experience
- Typically, a minimum of two-three years’ experience as Implementation Trainer or equivalent industry experience
- Passion for creating learning initiatives
- Excellent written and verbal communication skills including conveying, documenting, preparing, presenting, and educating new ideas to various audiences (including management) on both technical and non-technical information
- Ability to work effectively with all levels of the organization including senior level management
- Academically capable and able to grasp highly technical information
- Ability to interpret the client’s needs and expectations of the software and customize, when possible, the training experience to display the software’s ability to fulfill those areas
- Excellent analytical and logical thinking skills
- Knowledge and experience creating and executing on software test plans and reports helpful
- Ability to quickly identify and resolve technical issues occurring on the training dataset and classrooms and assisting clients in classroom access and connectivity
- Proven success record of influencing clients to meet their training expectations and therefore better preparing them for the implementation experience
- Ability to identify and contribute to process improvement initiatives
- Knowledge of principles and concepts in the discipline for which the knowledge transfer will be based is desired
- Experience in the following is a plus:
- Training propriety software applications
- Adult learning theories and practice
- Strong Microsoft Office skills and related tools
- Proven track record of successfully mentoring less experienced team members.
- Ability to travel periodically
- Valid driver’s license
