Product Trainer (14-month contract)

Hootsuite; Calgary; Hybrid; CAD 47,000 - 67,000; Full time

Job summary

An innovative company is seeking a Product Trainer to enhance customer experiences with their products. This role involves leading training sessions, developing materials, and ensuring customer satisfaction through effective communication and engagement. With a flexible work arrangement, you will collaborate with cross-functional teams and deliver both online and onsite training. If you are passionate about customer success and eager to share your knowledge, this position offers a fantastic opportunity to make a significant impact in a dynamic environment.

Qualifications

• Experience in delivering training, preferably in tech/SaaS.
• Strong presentation skills, both in person and online.

Responsibilities

• Lead discovery sessions to understand customer training needs.
• Create and deliver engaging webinars on Hootsuite products.
• Manage training logistics and customer satisfaction.

Skills

Training Delivery

Presentation Skills

Technical Explanation

Customer Management

Quick Learner

Effective Communication

Project Management

Problem-Solving

Job description

We’re looking for a Product Trainer to help us train our customers on Hootsuite and Talkwalker products and act as a key member of the end-to-end customer journey. You’ll work with the Professional Services team to successfully launch and guide customers by educating them on how to use Hootsuite/Talkwalker products. Our flexible work arrangement allows for remote work or a hybrid model, in line with Hootsuite's distributed workforce strategy. This role is open to applicants in Alberta and British Columbia. You will report to the Manager, Product Trainer.

What You’ll Do

1. Understand Customer Needs: Lead discovery sessions with cross-functional teams and customer calls to understand their goals, needs, knowledge gaps, and training expectations.
2. Training Logistics: Schedule and prepare for training sessions across time zones, review customer accounts, and finalize agendas.
3. Develop Training Materials: Contribute to creating and maintaining team training resources.
4. Webinar Training: Create and deliver engaging live webinars on all Hootsuite products, ensuring understanding and addressing questions.
5. Onsite Training: Deliver onsite training sessions, involving travel as needed.
6. Project Management: Update training plans with relevant progress and summaries.
7. Customer Satisfaction: Strive to exceed CSAT score targets by delivering tailored, clear, and engaging training sessions.
8. Additional Duties: Perform other duties as required, demonstrating agility.

What You’ll Need

• Experience in delivering training, preferably in tech/SaaS or relevant fields.
• Strong presentation skills, both in person and online.
• Proven ability to teach and explain technical solutions to diverse audiences.
• Ability to manage customer expectations and resolve issues.
• Quick learner of new skills, technologies, and processes.
• Customer-focused attitude and proactive service orientation.
• Effective communication skills, both written and verbal.
• Results-oriented with high performance standards.
• Skilled in process and project management.
• Logical problem-solving skills, understanding root causes of issues.

Who You Are

• Tenacious, motivated by success of customers and colleagues.
• Curious, always seeking to learn and improve.
• Conscientious, reliable, with strong integrity.
• Humble, empathetic, respectful of others’ perspectives.

Our six guiding principles include:
Step Up: Dare to go beyond expectations.
One Team: Respect individuality, build trust, and support each other.
Customer Obsessed: Focus on customer success.
Go Fast, Be Agile: Prioritize speed and simplicity.
Play to Win: Build a profitable, impactful company.
Neighbours & Allies: Give back and support communities.

Accommodations are available upon request. The pay range for this role in Canada is $47,700—$66,700 CAD.