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 delivercustomer training sessions in person, online, and through e-learning asrequired.

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

•        Provide technicalproduct expertise to Customer Success Executives by joining customer callswhere specialist iplicit knowledge is needed.

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

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

•        Raise issues andrisks to the Pod Lead as necessary.

•        Collaborate with theconsulting pods, support team, and Customer Success team to ensure a seamlesscustomer experience.

•        Keep skills andknowledge levels up to date, including attending training on new productfeatures and releases.

•        Continually assessand contribute to service process improvements.

•        Mentor and supportAssociate Trainers, helping them develop their product knowledge and deliveryskills.

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

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

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

Core Competencies:

Essential

•        Prior trainingdelivery experience on SaaS finance software.

•        Strong understandingof accounting processes, including month-end, VAT returns, and year-endprocedures.

•        Excellent verbal andwritten communication skills.

•        Ability to facilitateworkshops and deliver presentations to customers in both group and one-to-onesettings.

•        Comfortable workingreactively across multiple concurrent activities rather than within astructured project plan.

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

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

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

Desirable

•        Experience withiplicit or similar cloud accounting/ERP systems.

•        Accountingqualification or equivalent practical experience.

•        Experience deliveringcommunity or group enablement sessions.

•        Experience mentoringor coaching less experienced colleagues.

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Other Requirements

•        Willingness to travelUK-wide and occasionally internationally.

Success Metrics

•        Customer satisfactionscores for milestone support sessions, community sessions, and small orderdelivery.

•        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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