Adoption & Enablement Trainer

Key Responsibilities:

•        Deliver post-implementation milestone support to customers, including guided assistance through their first month-end close, first VAT return, and first year-end processes on iplicit.

•        Facilitate self-book community drop-in sessions for new users, providing an engaging and supportive introduction to iplicit, including where to find resources and how to get the most from the system.

•        Deliver small orderwork including ad-hoc training, refresher sessions, and minor configurationchanges, ensuring rapid and high-quality turnaround.

•        Create and deliver customer training sessions in person, online, and through e-learning as required.

•        Deliver targeted enablement sessions to customers following significant product releases, ensuring they understand and can take advantage of new functionality.

•        Provide technical product expertise to Customer Success Executives by joining customer calls where specialist iplicit knowledge is needed.

•        Guide customers in optimising their processes through best practices and effective use of iplicit.

•        Assist with the maintenance and content of the LMS and knowledge base.

•        Raise issues and risks to the Pod Lead as necessary.

•        Collaborate with the consulting pods, support team, and Customer Success team to ensure a seamless customer experience.

•        Keep skills and knowledge levels up to date, including attending training on new product features and releases.

•        Continually assess and contribute to service process improvements.

•        Mentor and support Associate Trainers, helping them develop their product knowledge and delivery skills.

•        Maintain excellent relationships with customers, team members, and third-party organisations.

•       Identify and provide feedback on potential software improvements around application design, functionality, and user experience.

•       Contribute towards the company knowledge base for the enhancement of company services provided.

Core Competencies:

Essential

•        Prior training delivery experience on SaaS finance software.

•        Strong understanding of accounting processes, including month-end, VAT returns, and year-end procedures.

•        Excellent verbal and written communication skills.

•        Ability to facilitate workshops and deliver presentations to customers in both group and one-to-one settings.

•        Comfortable working reactively across multiple concurrent activities rather than within a structured project plan.

•        Organised, methodical, and conscientious with strong time management skills.

•        Team player with strong interpersonal skills; self-reliant, confident, and decisive.

•        Good general IT knowledge; competent user of MS Office applications, including Excel.

Desirable

•        Experience with iplicit or similar cloud accounting/ERP systems.

•        Accounting qualification or equivalent practical experience.

•        Experience delivering community or group enablement sessions.

•        Experience mentoring or coaching less experienced colleagues.

‍

Other Requirements

•        Willingness to travel UK-wide and occasionally internationally.

Success Metrics

•        Customer satisfaction scores for milestone support sessions, community sessions, and small order delivery.

•        Responsiveness andturnaround time for small orders.

•        Quality and engagement feedback from community drop-in sessions.

•        Contribution to Associate Trainer development and team knowledge sharing.

•        Effective collaboration with Customer Success Executives on customer calls.

•        Timely delivery of product release enablement sessions to customers following significant updates.

‍