Product Support Training Manager

Why join Nextech?

We are a leader in specialty healthcare technology solutions, headquartered in Tampa, FL.

We are an ever-growing team, guided by our iCREATE values of Integrity, Collaboration, Respect, Empowerment, Accountability, Trust, and Excellence. We hold these values in high regard and are driven to succeed in all we do.

We’re committed to hiring and retaining talent, which is why we invest in our employees through competitive pay, a generous bonus structure, great healthcare, a comprehensive wellness program, and many other benefits.

If you are a software engineer, finance or accounting professional, customer support specialist, or a business development expert with a passion for healthcare technology (just to name a few), we want to hear from you.

We are an equal opportunity employer with a commitment to diversity. All individuals, regardless of personal characteristics are encouraged to apply. If you are a candidate in need of assistance or an accommodation in the application process, please contact [email protected].

Job Summary:

Nextech is seeking a dynamic Product Support Training Manager to join our L&D team. In this role, you will design and deliver educational programs for our support organization, partnering with stakeholders and managers to identify growth opportunities and enhance customer interactions. By applying adult learning principles, you’ll create relevant and practical new hire and ongoing training to improve team efficiency and ensure excellent end-user experiences. The ideal candidate will have a strong background in support procedures and quality assurance, with exceptional teaching and communication skills, and a friendly, approachable demeanor. 

Essential Functions

• Design and enhance product support educational materials, including comprehensive digital presentations, detailed how-to manuals, and engaging instructional videos.
• Schedule and conduct training sessions for both new hires and experienced employees on a range of product support topics.
• Analyze customer feedback, identify opportunities for improvement, and provide targeted, on-the-job coaching.
• Assess the effectiveness of training programs through detailed analysis and prepare insightful progress reports.
• Oversee that employees consistently meet or exceed productivity benchmarks while upholding high standards of customer satisfaction and quality.
• Partner with Team Leads, Subject Matter Experts, and senior management to develop and continuously refine training curricula, incorporating feedback and performance data for optimal outcomes.
• Create, manage, and regularly update comprehensive education schedules and communication plans to reflect new products, updates, and feedback.
• Develop and deliver both in-person and virtual training sessions, employing diverse techniques to achieve effective and impactful learning.
• Build and oversee eLearning courses, ensuring that content remains relevant, effective, and aligned with professional development goals.
• Carry out additional responsibilities as assigned based on business need

Minimum Requirements

• 5-10 years professional training experience required
• Strong proficiency in Microsoft Office, especially PowerPoint, Word, and Excel
• Be passionate about the customer with a “seek to serve” attitude
• Solid experience within a support organization
• Demonstrable experience in creating eLearning courses
• Ability to collaborate effectively in both team and independent settings
• Excellent organizational, verbal, and written communication skills
• Proven ability to manage the complete training cycle
• Experience with conducting both in person and virtual training sessions

Preferred Requirements

• 2-4 years related experience in the healthcare industry preferred. 
• Experience in a SaaS-based company 

Working Environments/ Physical Demands

• Working Environment:
• Long-distance or air travel as needed – not to exceed 10% travel.
• Physical Demands:
• Activities require a significant amount of work in front of a computer monitor

Total Rewards

• Generous annual bonus opportunity
• 401(k) with Employer Match
• Flexible Time Off: take time off when you need it without worrying about available hours
• 10 paid holidays + 1 floating holiday
• Volunteer Time Off
• Insurance: Choice of Medical, Dental, and Vision plans
• Health Savings Account with employer match
• Flexible Spending Account
• 100% Company-Paid Parental leave
• 100% Company-Paid Life Insurance and Short/Long Term Disability Insurance
• iCREATE Employee Recognition Program
• Wellness Program including discounts on medical premiums
• Employee Assistance Program with free counseling sessions available
• Corporate Discounts on Retail, Travel, and Entertainment
• Pet Insurance options