Manager of Training and Implementation

The Manager of Training & Implementation is responsible for delivering and supporting training programs that drive employee performance, customer adoption, and successful implementation of the iCredit

Works platform.

This hands‑on leader oversees training delivery, customer onboarding, implementation activities, and learning operations while ensuring training programs are effectively executed, measured, and continuously improved. Working closely with the Director of Education & Enablement, this role helps translate learning strategies into consistent, scalable training experiences for employees, customers, and partners.

• Deliver instructor‑led, virtual, and on‑demand training programs for employees, customers, and partners.
• Execute training plans aligned with product releases, business priorities, and implementation initiatives.
• Support certification programs, learner assessments, and training completion efforts.
• Assist in developing training assets, job aids, communications, and learning resources.

• Lead customer onboarding, activation, and implementation activities.
• Deliver training on platform functionality, integrations, workflows, and operational processes.
• Support customer adoption through webinars, onboarding sessions, and ongoing education.
• Identify implementation challenges and recommend practical solutions to improve user success.

• Deploy training through the LMS, including learner assignments, tracking, and completion reporting.
• Maintain training materials and documentation to ensure accuracy and consistency.
• Gather learner feedback and training results to support continuous improvement.

• Partner with Product, Operations, Customer Success, Compliance, Technology, and other stakeholders to support training and implementation initiatives.
• Coordinate training readiness for product launches, process changes, and system enhancements.
• Coach and support trainers and facilitators while promoting consistent delivery standards.
• Provide insights on training performance, readiness, and skill gaps.

• Successful customer onboarding, activation, and implementation
• Product adoption, user proficiency, and certification completion
• Training completion rates, learner satisfaction, and training effectiveness
• Reduced time to implementation and productivity
• Customer and provider satisfaction
• Accuracy and timeliness of training materials and resources
• Reduction in recurring support issues and improved operational readiness
• Successful adoption of new products, enhancements, and process changes

• 5-7 years of experience in training, enablement, sales training, implementation, customer education, or a related field
• Experience delivering customer‑facing and employee training programs
• Experience with LMS administration, reporting, and learner tracking
• Strong facilitation, communication, organizational, and problem‑solving skills
• Experience with fintech, healthcare technology, payments, lending, or SaaS environments preferred