Customer Training Manager

About SoftCo:

SoftCo is a fast growing global Procure-to-Pay (P2P) and Accounts Payable (AP) Automation SaaS company and we are looking for motivated, dynamic and collaborative people to be part of our exciting journey. Our AI-powered Automation technology is transforming how companies manage their Procure-to-Pay processes, improving efficiency, reducing fraud and ensuring compliance.

With 35 years’ experience, SoftCo adopts a customer-centric approach and ranks highest in independent customer satisfaction surveys. We are proud that all our projects are successful, and that our market-leading technology makes a real difference to our customers and their organizations. We operate from offices in the US, Finland, UK, Kosovo and Ireland. We have over a million users worldwide including Volkswagen, Patagonia, Primark, Logitech and all 80 departments of the Finnish Government.

Customer Training Manager – Your role:

We are looking for a resourceful, innovative, and experienced Customer Training Manager to define and execute SoftCo’s end-to-end customer training strategy. You will be responsible for designing, developing, and delivering training solutions that drive product adoption, enhance customer satisfaction, and establish SoftCo as a leader in customer enablement.

You will bring curiosity, adaptability, and drive – thriving in fast-paced environments and constantly seeking smarter, more scalable ways to deliver outstanding training experiences, including AI tools and emerging technologies.

Your responsibilities:

Strategy & Roadmap

• Develop and own the end-to-end customer training strategy and roadmap.
• Define the vision for SoftCo’s training offering, including self-serve resources, live delivery, and bespoke training for premium packages.
• Establish metrics to measure training effectiveness, adoption, and impact on customer success.
• Evaluate modern approaches including AI-enabled solutions to accelerate content creation and delivery.

Content Development

• Lead the creation and curation of high-quality training materials (e.g., guides, videos, interactive modules).
• Research and leverage AI tools (e.g., generative AI for draft content, automated video production, translation/localization tools) to develop content faster and more cost-effectively.
• Implement a scalable Learning Management System (LMS) or alternative platforms suitable for SoftCo’s needs and budget.
• Continuously update training content to reflect new product features and best practices.

Cross-Functional Collaboration

• Work closely with Product, Customer Success, and Marketing teams to understand customer needs and product changes.
• Engage with subject matter experts to create accurate, business-friendly content.
• Collect feedback from customers and internal stakeholders to inform continuous improvement.

Delivery & Enablement

• Oversee the delivery of training programs, including scheduling, facilitation, and logistics.
• Design self-serve and on-demand training experiences that scale.
• Develop tailored training for high-value customers and strategic accounts.

Resource Management & Innovation

• Evaluate alternative content and training delivery channels to support scalable growth.
• Bring a scrappy mindset to problem-solving, seeking innovative solutions to achieve goals.
• Proactively research emerging tools and approaches to keep SoftCo’s training programs modern and effective.

Continuous Improvement

• Analyse training performance data to identify gaps and opportunities.
• Drive initiatives to improve the quality and perception of SoftCo’s product resources and training capabilities.
• Position training as a key driver of customer adoption, success and retention.

Your profile:

• Minimum 5 years in customer training, customer education, or enablement roles within a software/SaaS environment.
• Proven experience designing training strategies and rolling out scalable education programs.
• Track record of leveraging technology and AI tools to enhance training development and delivery.
• Strong background creating a variety of content formats (videos, e-learning, documentation).
• Ability to quickly grasp complex software products and translate them into clear, customer-friendly language.
• Experience managing content updates to keep pace with frequent product changes.
• Demonstrated ability to seek alternative delivery models, e.g. using freelancers, vendors, AI tools, or other creative solutions.
• Self-starter who actively seeks out new technologies and approaches to solve problems.
• Excellent project management skills and ability to drive cross-functional initiatives.
• Skilled at building relationships across teams and influencing without formal authority.
• Outstanding written and verbal communication skills.
• Comfortable delivering live training sessions and presentations when needed.

Desirable

• Knowledge of Accounts Payable or Finance teams training
• Experience creating certification programs.
• Knowledge of adult learning principles and instructional design best practices.
• Familiarity with AI tools for content creation (e.g., ChatGPT, Synthesia, Canva AI, Descript).
• Exposure to customer success or onboarding functions.

What we can offer you:

This is an opportunity to expand your knowledge, develop your career and work with state-of-the-art technology in a rapidly growing sector. We encourage our team to be ambitious and in SoftCo there is a culture of progression. We support your development by investing in training and partnering with leading learning platforms and providers. Uniquely, our structure means you work directly with the most senior leaders in the business, who see your potential.

A competitive remuneration package is on offer and our benefits package includes membership of our on-site gym (Dublin), company paid health insurance, life assurance, pension, bonus package, long service incentive awards and an employee referral scheme. If working for one of the most innovative technology companies is your thing, then look no further.

Join SoftCo and be part of a talented team that is shaping the future of SaaS software. Apply now to embark on an exciting journey where your skills and expertise will make a meaningful impact.

SoftCo values diversity and inclusion, believing different perspectives drive innovation. We are an equal opportunities employer and welcome applications from all backgrounds. Learn more at softco.com/about-us.