Implementation Trainer

Jonas Software•Markham, ON

68d•Remote

About The Position

What You’ll Do Reporting to the Professional Services Manager, you will: Own and deliver live virtual and on-site software training for SpaSoft customers across multiple time zones Lead application consultation and system configuration, guiding customers through best practices aligned with their operational needs Provide hands-on go-live support, ensuring a smooth transition and confident system adoption (including extended hours when required) Review customer documentation and perform pre-implementation setup and data validation Design, document, and educate customers on custom workflows, operational procedures, and system optimization Create and maintain enablement content including LMS courses, knowledge base articles, help documentation, and internal playbooks Continuously evaluate and improve training materials based on customer feedback and product evolution Stay current on new features, modules, integrations, and platform updates in a SaaS environment Collaborate cross-functionally with Support, Product, and Professional Services teams to improve the customer journey Participate in product testing, feedback loops, and documentation to influence product quality and usability Step in to support customers by logging and resolving support cases when needed Manage multiple projects simultaneously, owning timelines, priorities, and stakeholder communication Assist Senior Trainers or Project Managers on larger or more complex implementations when applicable Deliver internal training sessions to upskill teams and promote product knowledge Actively participate in the EDGE customer-first process, ensuring exceptional customer satisfaction Attend in-person meetings or on-site engagements as required Take on additional responsibilities as the business grows — we value initiative What We’re Looking For Associate’s or Bachelor’s degree preferred 2+ years of experience in software training, enablement, implementation, or customer education Proven ability to self-manage projects, prioritize effectively, and deliver results with minimal supervision Strong problem-solving mindset with comfort navigating ambiguity and evolving requirements Ability to learn quickly, adapt fast, and thrive in a high-growth SaaS environment Experience working directly with customers in hospitality, hotel, spa, or wellness operations is a strong plus Background in customer support, technical consulting, or onboarding is an asset Confident presenter with experience in public speaking, facilitation, or instructional design Experience creating digital learning content, including videos, webinars, and online courses Strong written and verbal communication skills — clear, concise, and customer-focused Comfortable using modern workplace tools (Microsoft Office, Outlook, Teams, Excel, PowerPoint) Willingness and ability to travel internationally (valid passport required) While remote, there are possibilities to be asked to be at the office for meetings and other gatherings

Requirements

Associate’s or Bachelor’s degree preferred
2+ years of experience in software training, enablement, implementation, or customer education
Proven ability to self-manage projects, prioritize effectively, and deliver results with minimal supervision
Strong problem-solving mindset with comfort navigating ambiguity and evolving requirements
Ability to learn quickly, adapt fast, and thrive in a high-growth SaaS environment
Confident presenter with experience in public speaking, facilitation, or instructional design
Strong written and verbal communication skills — clear, concise, and customer-focused
Comfortable using modern workplace tools (Microsoft Office, Outlook, Teams, Excel, PowerPoint)
Willingness and ability to travel internationally (valid passport required)

Nice To Haves

Experience working directly with customers in hospitality, hotel, spa, or wellness operations is a strong plus
Background in customer support, technical consulting, or onboarding is an asset
Experience creating digital learning content, including videos, webinars, and online courses

Responsibilities

Own and deliver live virtual and on-site software training for SpaSoft customers across multiple time zones
Lead application consultation and system configuration, guiding customers through best practices aligned with their operational needs
Provide hands-on go-live support, ensuring a smooth transition and confident system adoption (including extended hours when required)
Review customer documentation and perform pre-implementation setup and data validation
Design, document, and educate customers on custom workflows, operational procedures, and system optimization
Create and maintain enablement content including LMS courses, knowledge base articles, help documentation, and internal playbooks
Continuously evaluate and improve training materials based on customer feedback and product evolution
Stay current on new features, modules, integrations, and platform updates in a SaaS environment
Collaborate cross-functionally with Support, Product, and Professional Services teams to improve the customer journey
Participate in product testing, feedback loops, and documentation to influence product quality and usability
Step in to support customers by logging and resolving support cases when needed
Manage multiple projects simultaneously, owning timelines, priorities, and stakeholder communication
Assist Senior Trainers or Project Managers on larger or more complex implementations when applicable
Deliver internal training sessions to upskill teams and promote product knowledge
Actively participate in the EDGE customer-first process, ensuring exceptional customer satisfaction
Attend in-person meetings or on-site engagements as required
Take on additional responsibilities as the business grows