Trainer

Sage; Newcastle upon Tyne; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

Sage in Newcastle upon Tyne is looking for a Technical Trainer to design, deliver, and continuously improve training programs for Intacct, HCM, GCC, and X3 Support Analysts. You will onboard new team members, enhance the skills of current analysts, and ensure consistent, high-quality support aligned with our service standards.

This is a hybrid role with three days per week in the Newcastle office. You will develop materials, track outcomes, collaborate with product experts and managers, and

Qualifications

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

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

Technical training

SaaS training

Financial software

Communication skills

Instructional design

Adult learning

Learner engagement

LMS proficiency

Organizational skills

Customer focus

Job description

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

• 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.