Customer Service & Support Jobs in Sarasota, FL (Now Hiring) — 705 open — Page 15

Overview

We are seeking a motivated and adaptable Implementation Software Training Lead to join our Implementation Support team. This role serves as the training leader for software implementation initiatives and is responsible for developing and executing training strategies that drive successful user adoption, operational consistency, and implementation success. The Implementation Software Training Lead will own the training curriculum, establish training standards and best practices, and serve as the organization's subject matter expert on training methodologies, software workflows, and change management. In addition to delivering high-quality remote training and support, this role will mentor team members, lead process improvement initiatives, analyze adoption and training effectiveness metrics, and partner with cross-functional stakeholders to enhance the overall implementation experience. This position serves as the primary resource for training strategy, governance, and continuous improvement across all implementation initiatives. Limited travel (up to 25%) may be required to support key implementation and training initiatives. 

Responsibilities

Training Development & Resource Management 

• Develop, maintain, and continuously improve training materials, ensuring alignment with system functionality, organizational standards, and best practices.  
• Own and continuously evolve the training curriculum strategy and roadmap, leveraging feedback, adoption metrics, and organizational priorities to improve learning outcomes, user readiness, and operational efficiency. 
• Ensure all online resources are accurate, up-to-date, and effectively support user adoption and system usage.  
• Establish and maintain governance processes for training content, ensuring consistency across implementations and supported platforms. 
• Organize and manage centralized training repositories and knowledge bases for internal and client use.  

 

Training Delivery (Primarily Remote) 

• Deliver engaging and effective remote training sessions for end users during software implementations.  
• Tailor training content to varying skill levels, operational workflows, and organizational objectives.  
• Serve as a subject matter expert on training methodologies and software workflows, providing guidance and recommendations to stakeholders. 
• Provide hands-on instruction and real-time support to reinforce learning and ensure user confidence.  
• Conduct occasional in-person training sessions (up to 25% travel) as needed to support key implementations.  
• Facilitate train-the-trainer sessions and support the development of internal training capabilities.  
• Provide coaching and guidance to team members on training delivery techniques, content development, and user engagement strategies. 

 

Client Implementation Support 

• Partner with implementation teams to support go-live activities and ensure a seamless transition for end users.  
• Act as the training lead for assigned implementations, partnering with stakeholders to ensure training readiness, user preparedness, stakeholder alignment, and successful adoption outcomes. 
• Troubleshoot user questions and workflow challenges during and immediately after training sessions.  
• Serve as a key point of contact for training-related questions during implementation phases.  
• Provide strategic recommendations regarding workflow optimization, change management, and training approaches to support implementation success. 
• Assess implementation risks related to user adoption and develop mitigation strategies to support successful go-live outcomes. 

 

Team & Operational Support 

• Provide ongoing remote support to users post-training, reinforcing adoption and addressing follow-up questions.  
• Collaborate with internal teams to identify training gaps, trends, and opportunities for process improvement.  
• Lead training-related process improvement and standardization initiatives that enhance efficiency, scalability, and consistency across implementation and support activities. 
• Serve as a training mentor and resource for team members, fostering consistency in training delivery, documentation standards, and customer experience. 
• Assist the Implementation Support team with day-to-day operational tasks.  
• Recommend and implement best practices to improve scalability, efficiency, and training effectiveness. 

 

Feedback, Reporting & Continuous Improvement 

• Gather and analyze feedback from training sessions to improve training effectiveness and delivery methods.  
• Track training completion, user engagement, and overall effectiveness.  
• Develop, track, and analyze key performance indicators (KPIs) that measure training effectiveness, software adoption, customer satisfaction, and implementation success. 
• Stay current on software updates and enhancements, incorporating changes into training content proactively.  
• Partner with leadership to identify emerging training needs and align learning initiatives with organizational goals and implementation strategies. 

 

Training Strategy & Leadership 

• Develop and execute training strategies that support successful software adoption and operational excellence. 
• Establish training standards, best practices, and quality measures across all implementation projects. 
• Collaborate with leadership and cross-functional stakeholders to prioritize training initiatives and drive continuous improvement. 
• Evaluate new tools, technologies, and instructional methods to enhance training effectiveness and scalability. 
• Champion change management efforts by promoting user readiness, engagement, and adoption across supported locations. 
• Serve as the primary advisor to leadership on training trends, adoption challenges, and learning strategies that support organizational objectives. 

 

Work Environment:  

This position is remote/local to the Sarasota, FL area. The role is designed to support virtual training delivery and collaboration, with occasional travel (up to 25%) for on-site client support when necessary. Standard office and virtual training tools will be used regularly. 

Physical Demands: 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit; walk; use hands to handle; and reach with hands and arms.   

Competencies: 

• Quality of Work – Consistently produces acceptable quality of work and only requires a reasonable amount of supervision. 

 

• Initiative – Demonstrates a strong work ethic. Takes the appropriate risks and focuses on outcomes. Needs only a reasonable level of supervision.    

 

• Communication – Demonstrates effective listening skills.  Maintains eye contact. Focuses on content. Is thoughtful and articulate when speaking with others. Has good written and oral communication skills. 

 

• Customer Service – Is attentive and responsive to the needs of others.  Handles difficult situations with patience, tact and grace.  Accurately identifies and anticipates needs.  Flexible with making adjustments in service delivery.   

 

• Punctuality/Time Management – Is reliable and punctual to work and all meetings, functions and training.  Fulfills commitments on time that contribute to team goals. 

 

• Ensures Accountability – Holds self and others accountable to meet commitments. Follows through on commitments and ensures others do the same. Acts with a clear sense of ownership. 

 

• Action Oriented – Taking on new opportunities and tough challenges with a sense of urgency, high energy and enthusiasm. Identifies and seizes new opportunities. Steps up to handle tough issues.  

• Collaborates – Building partnerships and working collaboratively with others to meet shared objectives. Partners with others to get work done. Gains trust and support of others.

   

  Develops Talent – Supports the growth and development of others by sharing knowledge, providing constructive feedback, and fostering continuous learning.

   

  Strategic Mindset – Anticipates future training needs and aligns learning initiatives with business objectives.

   

  Drives Results – Consistently achieves objectives while balancing quality, efficiency, and customer satisfaction.

 

Qualifications

• Associate or bachelor’s degree in Education, Information Technology, Business Administration, or a related field. 
• Minimum of 3–5 years of experience delivering software training, user education, or related instructional programs. 
• Exceptional presentation, facilitation, and verbal/written communication skills, with the ability to engage audiences of varying technical proficiency. 
• Demonstrated ability to assess software workflows and business processes and translate them into effective training solutions and learning strategies. 
• Strong organizational, time management, and problem-solving skills with the ability to manage multiple priorities in a fast-paced environment. 

 

Preferred Qualifications 

• Experience leading training initiatives, curriculum development, learning program design, or instructional design projects. 
• Proven ability to mentor, coach, and support the professional development of peers and team members. 
• Experience supporting software implementations, system conversions, and organizational change management efforts. 
• Knowledge of adult learning principles, training methodologies, and learning best practices. 
• Experience developing and maintaining training documentation, standard operating procedures (SOPs), knowledge base articles, and other learning resources. 
• Familiarity with healthcare, dental practice management, or SaaS software environments is preferred. 

Personal Attributes: 

• Passion for teaching and empowering users to maximize software capabilities. 
• Adaptability and flexibility to accommodate varying client needs and schedules. 
• Strong interpersonal skills and the ability to communicate complex concepts effectively. 
• Detail-oriented with a commitment to providing top-notch training and support