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.

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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.

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