Software Training Specialist (Clinical)

About the role

PointClickCare, a health tech company serving over 30,000 provider organizations, is hiring a Software Training Specialist (Clinical) for a remote US role. The specialist prepares and delivers high-quality training to new and existing customers using adult learning principles, improves training processes, runs instructor-led sessions online and onsite, and coaches customer super users. The role reports to the Sr Manager, Professional Services.

Key responsibilities

• Develop and prepare training programs, including classroom training at company sites, conferences or customer locations, and scheduling of sessions with participant and resource management.
• Promote and facilitate adoption of online learning modules (e.g., SmartZone) and determine individual and group training needs.
• Evaluate and improve training formats, materials and delivery, using AI tools to analyze learner feedback and performance data.
• Implement reinforcement strategies such as spaced-learning campaigns, micro-challenges, job aids and peer learning groups, and run communities of practice and user groups.
• Define training expectations for end users, develop and mentor customer super users, and deliver train-the-trainer programmes with coaching and shadowing.
• Maintain up-to-date training databases and content, and work with Product, Support and Customer Success teams to share insights and support KPIs such as Net Promoter Score.
• Participate in workshops, seminars and certification training, and recommend AI-native process improvements.

Required profile

• Post-secondary education, preferably in training and development, education or a related field.
• Previous client-facing training experience, preferably in the software industry.
• Experience conducting training sessions in person and remotely.
• Clinical or financial experience in the senior care industry (skilled nursing or assisted living) is preferred.

Required skills

• Strong understanding of adult learning concepts, training development techniques and best practices.
• Excellent written and verbal communication and presentation skills, able to explain complex technical concepts to non-technical users.
• Proficiency with gen-AI tools (e.g., Claude, Copilot).
• Proficiency with Microsoft Office and teleconferencing solutions (e.g., Zoom, WebEx).

Remote roles involve occasional travel to the Mississauga and/or Salt Lake City offices for onboarding, team events and meetings. Hybrid roles require living within commuting distance of the office and 30% travel to customer sites is required for eligibility.