US- Software Training Specialist (Clinical)

PointClickCare

46d•$79,000 - $88,000•Remote

About The Position

At PointClickCare, our mission is to help providers deliver exceptional care, starting with our people. As a leading health tech company, we empower employees to push boundaries, innovate, and shape the future of healthcare. With a vast dataset and a Marketplace of integrated partners, our platform serves numerous provider organizations, impacting millions of lives. We reinvest significantly in R&D, providing employees with resources for innovation. Recognized by Forbes and honored as one of Canada's Most Admired Corporate Cultures, we offer flexibility, growth, and meaningful work. We empower our people to be architects of a smarter, human-first healthcare future, accelerated by AI. Employees harness AI for creativity, productivity, and decision-making, enhancing collaboration and outcomes. Our hiring practices uncover AI expertise, and we invest in continuous training and development to nurture innovation. This role involves travel to customer sites (30% required) and may require travel to offices in Mississauga and/or Salt Lake City for remote roles, or residing within commutable distance for hybrid roles. The Software Training Specialist plays a pivotal role in preparing and delivering high-quality training to both new and existing customers, leveraging adult learning principles and a variety of instructional tools and platforms. This position is responsible for continuously improving training processes, conducting instructor-led sessions online and onsite, and ensuring content stays current with product updates and industry standards. By facilitating communities of practice, implementing reinforcement strategies, and coaching customer super users, the specialist drives knowledge transfer, user engagement, and long-term solution adoption. Ongoing professional development through workshops and certification ensures the specialist remains equipped to provide exceptional support and guidance throughout the customer journey. The role reports to the Sr Manager, Professional Services.

Requirements

Post-secondary education, preferably in training and development, education, or a related field
Previous client-facing training experience, preferably in the software industry
Self-motivated and enthusiastic, with strong interpersonal skills
Excellent communication skills, both written and verbal, particularly as it relates to explaining both simple and complex technical concepts to non-technical users
Strong understanding of adult learning concepts/theories, training development techniques, and best practices
Strong software & technology aptitude and literacy
Excellent presentation skills
Experience conducting training sessions both in-person and remotely
Excellent documentation skills
Ability to work in a dynamic and fast-paced environment
Proficiency with gen-AI (i.e. Claude, Copilot)
Proficiency with Microsoft Office suite of products and other teleconferencing solutions (i.e. Zoom, WebEx, etc.)

Nice To Haves

Clinical or Financial experience within the senior care industry is preferred (i.e. skilled nursing or assisted living)

Responsibilities

Conduct classroom training at company sites, industry conferences, or customer locations.
Coordinate and schedule training sessions, including participant and resource management.
Promote and facilitate adoption of online learning modules (e.g., SmartZone) to support ongoing user education.
Determine individual and group training needs to address specific business requirements.
Continuously evaluate and improve training formats, materials, and delivery methods to enhance scalability, accessibility, and effectiveness.
Leverage AI tools to analyze learner feedback and performance data, identify gaps, and continuously improve effectiveness training content and delivery.
Solicit and provide feedback regarding curriculum and programme design to ensure training content is relevant and current with product updates.
Implement reinforcement strategies such as spaced-learning campaigns, micro-challenges, job aids, and peer learning groups to boost retention and long-term adoption.
Facilitate communities of practice, user groups, and ongoing enablement sessions to foster peer learning and sustained engagement.
Define and communicate training expectations to end users for effective learning outcomes.
Develop and mentor customer super users to enable them to lead internal training, advocate for best practices, and drive ongoing adoption within their organisations.
Deliver train-the-trainer programmes, including coaching and shadowing, to empower customer super users.
Assess post-training knowledge transfer and identify areas for improvement.
Maintain up-to-date training databases and content reflecting latest product enhancements and real-world examples.
Work collaboratively with Product, Support, and Customer Success teams to share insights, identify emerging challenges, and inform product or content enhancements.
Identify and escalate risks or issues related to product adoption, technology, knowledge retention, or access to self-learning resources to management as needed.
Support achievement of established metrics (KPIs), including process compliance and customer satisfaction scores (e.g., Net Promoter Score).
Recommend and improve AI-native processes.
Participate in educational workshops, seminars, and in-house certification and release training to maintain up-to-date professional and technical knowledge.