Sage
Trainer
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Job Description
The Technical Trainer is responsible for designing, delivering, and continuously improving training programs for Intacct, HCM, GCC, X3 Support Analysts. This role plays a key part in onboarding new team members, enhancing the skills of existing analysts, and ensuring consistent, high-quality support aligned with our service standards. By equipping analysts with the knowledge, tools, and confidence they need, the trainer supports the development of a capable and customer-focused support team.
This is a hybrid role - three days per week in our Newcastle office.
Key Responsibilities
- Deliver structured onboarding and technical training programs for Support Analysts
- Design and update learning materials, guides, and curriculum to reflect product updates, support processes, and best practices.
- Collaborate with product experts, team managers, and coaches to identify training needs and skill gaps.
- Track learning outcomes, gather feedback, and adjust training programs for continuous improvement.
- Maintain up-to-date knowledge of products, support procedures, and internal tools.
- Develop Support certification, refresher training, and targeted upskilling initiatives.
- Promote a learning culture through knowledge sharing and collaboration across regions.
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Skills, Know-how And Experience
- Proven experience delivering technical training in a support or SaaS environment.
- Strong knowledge of financial management software.
- Excellent verbal and written communication skills; ability to explain complex concepts clearly.
- Strong instructional design skills and familiarity with adult learning principles.
- Ability to engage and motivate learners in both virtual and in-person environments.
- Proficiency in using learning management systems (LMS) and training tools.
- Strong organizational skills and attention to detail.
- Customer-focused mindset and passion for enabling others to succeed.
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Competencies
- Customer Focused – Committed to delivering value to internal learners and end customers.
- Action Oriented – Proactively improves training content and delivery.
- Trustworthy – Maintains credibility with stakeholders and learners through consistency and reliability.
- Innovative – Continuously seeks better ways to deliver and scale impactful training.
- Collaborative – Works closely with coaches, team leads, and SMEs to align learning with business goals.
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