## Implementation TrainerApply: Markham
- Ontario
- Canada: Full time: Posted 30+ Days Ago: R49033## ##

Job Description
What You’ll DoReporting to the Professional Services Manager, you will:
* Own and deliver live virtual and on-site software training for SpaSoft customers across multiple time zones
* Lead application consultation and system configuration, guiding customers through best practices aligned with their operational needs
* Provide hands-on go-live support, ensuring a smooth transition and confident system adoption (including extended hours when required)
* Review customer documentation and perform pre-implementation setup and data validation* Design, document, and educate customers on custom workflows, operational procedures, and system optimization* Create and maintain enablement content including LMS courses, knowledge base articles, help documentation, and internal playbooks
* Continuously evaluate and improve training materials based on customer feedback and product evolution
* Stay current on new features, modules, integrations, and platform updates in a SaaS environment
* Collaborate cross-functionally with Support, Product, and Professional Services teams to improve the customer journey
* Participate in product testing, feedback loops, and documentation to influence product quality and usability
* Step in to support customers by logging and resolving support cases when needed
* Manage multiple projects simultaneously, owning timelines, priorities,



and stakeholder communication* Assist Senior Trainers or Project Managers on larger or more complex implementations when applicable
* Deliver internal training sessions to upskill teams and promote product knowledge
* Actively participate in the EDGE customer-first process, ensuring exceptional customer satisfaction
* Attend in-person meetings or on-site engagements as required
* Take on additional responsibilities as the business grows — we value initiativeWhat We’re Looking For* Associate’s or Bachelor’s degree preferred
* 2+ years of experience in software training, enablement, implementation, or customer education* Proven ability to self-manage projects, prioritize effectively, and deliver results with minimal supervision
* Strong problem-solving mindset with comfort navigating ambiguity and evolving requirements
* Ability to learn quickly, adapt fast, and thrive in a high-growth SaaS setting* Experience working directly with customers in hospitality, hotel, spa, or wellness operations is a strong plus
* Background in customer support, technical consulting, or onboarding is an asset
* Confident presenter with experience in public speaking, facilitation, or instructional design* Experience creating digital learning content, including videos, webinars, and online courses
* Strong written and verbal communication skills — clear, concise, and customer-focused
* Comfortable using modern workplace tools (Microsoft Office, Outlook, Teams, Excel, PowerPoint)
* Willingness and ability to travel internationally (valid passport required)
* While remote, there are possibilities to be asked to be at the office for meetings and other gatherings

📌 Implementation Trainer (Markham)
🏢 EWS Group
📍 Markham