Sr Product Trainer

The Senior Product Trainer, Internal Support & Implementations, leads internal product training for the teams responsible for implementing, supporting, and operating WestCX solutions. This role ensures that employees have the product knowledge, technical understanding, workflows, and job aids needed to deliver consistent outcomes across onboarding, implementation, go-live, and ongoing support.

The Senior Product Trainer serves as the primary internal training partner for product readiness and operational enablement. This role translates complex product capabilities, configuration requirements, implementation processes, integrations, and support procedures into practical, role-based learning experiences for Support, Implementations, Customer Success, and other operational teams.

The Senior Product Trainer partners closely with Product Management, Product Marketing, Engineering, Quality Assurance, Implementations, Support, and Operations to prepare teams for new products, enhancements, releases, and changing customer requirements. The role develops repeatable curricula, facilitates training, supports implementation readiness, and maintains searchable training and knowledge assets that improve time to proficiency and reduce reliance on individual subject-matter experts.

• Department:
  Product Marketing and Training
• Reports to:
  
  Senior Director, Product Marketing
• Primary partners:
  Product Management, Product Marketing, Engineering, Quality Assurance, Implementations, Client Support, Customer Success, Sales Engineering, and Operations
• Role focus:
  Internal product training for Support and Implementations

• Own the internal training strategy for new products, major enhancements, releases, and implementation capabilities.
• Partner with Product Management and Product Marketing to understand product value, use cases, features, integrations, limitations, readiness status, and intended customer outcomes.
• Define the training, documentation, and readiness requirements needed before a product or enhancement is released to operational teams.
• Maintain role-based learning paths for Support, Implementations, Customer Success, and other impacted internal audiences.
• Identify knowledge gaps and recommend training, documentation, process, or product improvements that improve operational readiness.

• Develop and deliver training that prepares Support and Implementations teams to configure, deploy, troubleshoot, maintain, and explain WestCX products.
• Translate product functionality into practical workflows, scenarios, troubleshooting approaches, configuration guidance, and escalation paths.
• Support implementation readiness activities, including training needs assessments, environment preparation, workflow demonstrations, user acceptance testing support, go-live preparation, and transition to steady-state operations.
• Create training for both legacy products and evolving platform capabilities, ensuring that content reflects current processes and clearly identifies differences between product lines or operating models.
• Partner with Support leadership to establish the product knowledge, break/fix procedures, documentation, and escalation guidance required for effective ongoing support.
• Support train-the-trainer programs and develop internal champions who can reinforce learning within their teams.

• Design and maintain instructor-led, virtual, self-paced, and blended learning programs.
• Create practical training assets, including presentations, facilitator guides, participant workbooks, demonstrations, videos, simulations, knowledge checks, certification materials, quick-reference guides, and job aids.
• Use workflow-based practice and representative scenarios to help learners apply product knowledge in realistic operational situations.
• Convert institutional and technical knowledge into documented, reusable, and searchable learning content.
• Build modular content that can be reused across onboarding, release enablement, implementation training, support readiness, and continuing education.
• Apply adult-learning principles, instructional design practices, and accessibility standards to training experiences.

• Facilitate engaging training sessions for technical and operational audiences with varied levels of product experience.
• Adapt delivery methods and pacing to learner needs, including shorter learning sessions, role-specific tracks,…