Manager - Training

Manager - Training – M3

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Description

Summary:

The Training Manager leads the delivery and continuous improvement of customer training programs across all M3 products, including Accounting Core™, Core Select™, Insight™, Labor Management™, and add-on solutions (e.g., Intelligent Imaging, Document Imaging, PMS/POS mapping, project work, etc.). This role ensures customers are equipped with the knowledge and skills to successfully use M3’s software solutions. The Training Manager develops and mentors trainers, oversees training delivery quality, and partners across departments to align training with customer success and product adoption goals.

• Lead, mentor, and develop the Training team (including supervisor and specialists I–III), providing coaching, feedback, and support for professional growth.
• Oversee the planning, coordination, and execution of customer training programs, ensuring alignment with implementation timelines and product scope.
• Serve as the escalation point for training‑related challenges, ensuring resolution and customer satisfaction.
• Audit training content and delivery for accuracy, quality, and consistency.
• Collaborate with Product, Support, and Onboarding teams to ensure training materials are up to date and reflect the latest product functionality.
• Develop and maintain training standards, materials, and documentation to promote consistency.
• Track and report training KPIs, including attendance, satisfaction, adoption metrics, and effectiveness.
• Drive process and content improvements to enhance training delivery, including the use of new technologies, formats, or platforms.
• Support change management initiatives, ensuring training addresses new processes, products, or organizational updates.
• Partner with leadership to provide executive updates on training impact, customer adoption, and team capacity.
• Participate in or lead customer group trainings, virtual trainings, and workshops as needed.
• Stay current with best practices in adult learning, instructional design, and SaaS training delivery.
• Travel as required to deliver training sessions or support customer engagements.
• Create business plans / value propositions for all expenses and new initiatives.
• Facilitate/Manage new vendor pilot implementations as directed by leadership.
• Continuously promote and improve employee engagement on T&I processes and internal products knowledge.
• Provide Executive Updates for Key Responsibilities.
• Perform capacity planning to assist in workforce bandwidth planning.
• Other duties as assigned.

• Bachelor’s degree required in Accounting, Finance, Business, Information Systems, Hospitality, Education/Instructional Design, or related field. Equivalent work experience may be considered.
• 5–7+ years of progressive experience in software implementation, configuration, training, or customer onboarding within SaaS, hospitality, or accounting/finance industries.
• 2–3+ years of supervisory or leadership experience, with proven ability to coach, mentor, and develop team members.
• Experience managing complex projects, multi‑product implementations, or enterprise‑level customers.
• Proficiency with Microsoft Office Suite (Excel, Word, PowerPoint, Outlook); advanced Excel strongly preferred.
• Experience with project management methodologies and tools (e.g., Smartsheet, Asana, MS Project, or similar).
• Industry‑specific system knowledge preferred (e.g., Time & Attendance, ERP, financial reporting, or labor standards tools — depending on pillar).
• Certifications in Project Management (PMP, CAPM), Change Management (Prosci), or Customer Success are a plus.

• Ability to sit and/or stand for extended periods.
• Ability to perform work on a computer for extended periods.
• Ability to work in the office regularly, or pivot to working at home should emergency situations arise.
• Ability to attend work per assigned schedule and attend meetings with excellent attendance and punctuality.
• Ability to lift and move light to moderate items occasionally without reasonable accommodation.