Customer Success Platform Trainer

Waystar • Atlanta, GA

2d • Hybrid

About The Position

Conducts technical training courses for customers and / or employees in the use of complex situations for multiple products. Interacts with customer and functional organizations to develop specifications for content of courses. Prepares lesson plans from engineering documentation, field service requirements or software documentation. Works with engineering, technical support and manufacturing to ensure that course material reflects current product features. Instructs participants in both classroom lectures and laboratory sessions. Follows up to determine applicability of course material.

Requirements

• Bachelor's degree in a relevant field such as Education, Computer Science, Information Technology, or a related discipline, or equivalent practical experience.
• 4-7 years of experience in technical training, customer education, or a similar role, preferably within a SaaS or healthcare technology environment.
• Proven ability to translate complex technical concepts into clear, concise, and engaging training content for diverse audiences.
• Strong presentation, communication, and interpersonal skills with the ability to effectively engage and motivate learners.
• Proficiency with instructional design principles and adult learning methodologies.
• Experience with Learning Management Systems (LMS) and e-learning authoring tools (e.g., Articulate Storyline, Adobe Captivate).
• Demonstrated ability to work independently and collaboratively within a fast-paced, dynamic environment.
• Excellent organizational skills and attention to detail.
• Ability to travel occasionally for on-site training sessions, as required.

Responsibilities

• Design, develop, and deliver engaging and effective training materials, including presentations, user guides, online modules, webinars, and hands-on exercises, for both technical and non-technical audiences.
• Conduct live, virtual, and in-person training sessions for customers, partners, and internal staff on Waystar's software products, features, and best practices.
• Collaborate with product development, customer success, and sales teams to understand new features, product updates, and customer pain points to ensure training content is accurate, relevant, and timely.
• Assess training needs through surveys, feedback, and direct interaction with users to identify gaps and areas for improvement in existing training programs.
• Maintain and update existing training documentation and resources to reflect product changes and evolving user needs.
• Utilize learning management systems (LMS) and other training tools to manage course content, track learner progress, and report on training effectiveness.
• Provide post-training support and follow-up to address user questions and reinforce learning.
• Stay current with industry best practices in technical training and instructional design.
• Contribute to the continuous improvement of Waystar's training methodology and overall customer education strategy.

Benefits

• Competitive total rewards (base salary + bonus, if applicable)
• Customizable benefits package (3 medical plans with Health Saving Account company match)
• Generous paid time off for non-exempt team members, starting with 3 weeks + 13 paid holidays, including 2 personal floating holidays.
• Flexible time off for exempt team members + 13 paid holidays
• Paid parental leave (including maternity + paternity leave)
• Education assistance opportunities and free LinkedIn Learning access
• Free mental health and family planning programs, including adoption assistance and fertility support
• 401(K) program with company match
• Pet insurance
• Employee resource groups

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level