Training and Implementation Specialist

risr/

1d•CA$75,000 - CA$90,000•Remote

About The Position

This role exists to ensure customers are onboarded smoothly, configured well, and confident using the risr/ platform. The Training & Implementation Specialist will guide customers through the onboarding and implementation of assessment solutions, working closely with them to understand their goals and processes, support them through change, configure the platform, and ensure users are ready to launch with confidence. A key aspect of this role is to move away from repeated, manual training by creating clear, solution-focused documentation and learning resources that make onboarding easier, faster, and more consistent.

Requirements

Experience delivering software system training or onboarding for end users.
The ability to explain complex concepts clearly and adapt your approach for different audiences.
The ability to communicate clearly and confidently in written and spoken English, including when delivering training and producing documentation for customers.
A natural curiosity about customer goals, challenges, and motivations.
Confidence in learning new systems and navigating technical details.
Strong problem-solving skills and a calm, structured approach to troubleshooting.
Experience creating clear, user-focused learning or implementation materials.
Comfort handling sensitive information in line with GDPR and quality standards.
The ability to work autonomously while collaborating openly with others.
A curious, experimental relationship with AI. You try things, reflect on what works, and embed it into how you actually work, not just how you think about working.

Nice To Haves

Experience working with SaaS products and customer implementations.
Exposure to education, training, or assessment environments.
Experience supporting customers through change management.
Familiarity with agile or digital transformation projects.
Experience using tools such as Zendesk, Monday.com, or similar platforms.

Responsibilities

Lead customers through onboarding and implementation, from early discovery through to launch.
Capture functional requirements and existing processes to ensure a seamless transition into onboarding.
Configure systems to support customer needs.
Support customers through change, recognizing that new systems and processes can feel daunting.
Design and maintain clear, practical learning and implementation resources (guides, walkthroughs, solution definitions, SOPs).
Turn recurring customer questions and challenges into reusable documentation, learning collateral and system improvements.
Reduce reliance on live granular training by enabling customers to self-serve confidently.
Continuously improve onboarding materials based on customer feedback, usage patterns, and evolving product capabilities.
Deliver tailored training sessions focusing on outcomes.
Provide thoughtful support during critical moments, using good judgment to resolve, escalate, or enable as appropriate.
Work alongside the wider Customer Success Team to triage and respond to support requests, aiming to empower customers.
Work closely with internal teams, including business analysis, engineering and product, to surface trends, risks, and opportunities for improvement.
Translate customer experience into clear insights that help improve products, processes, and learning materials.
Contribute to a calm, collaborative team culture that values ownership, clarity, and continuous improvement.