Customer Training Specialist

ResMed has always applied the best of technology to improve people's lives. Now our SaaS technology is fueling a new era in the healthcare industry, with dynamic systems that change the way people receive care in settings outside of the hospital–and tools that work every day to help people stay well, longer. We have one of the largest actionable datasets in the industry, creating a complete view of people as they move between care settings. This is how we empower providers–with vital insight to deliver the care people need, right when they need it.

We're also ensuring that our health solutions connect to other companies' networks. Because when objectives align, everyone wins. And as we work today to drive better care and lower costs, we're developing more personalized solutions for tomorrow, utilizing machine learning, intelligent care paths, and predictive protocols. If you are an innovator who wants to make an impact we want to talk to you! We have exciting opportunities supporting Brightree by ResMed and MatrixCare by ResMed!

The Professional Services Trainer is a consultative substantial knowledge of adult learning methodologies, curriculum and instructional design principles. Using multimedia tools, implementation methodology, documentation and learning management systems you will train the new and existing MatrixCare customers on recommended best practices and product functionality.  This position requires the ability to learn new technologies quickly in a dynamic environment. Adult learning techniques are utilized to ensure proper training and adoption of MatrixCare’s product offerings and to assess training needs and effectiveness. This role requires excellent communication and facilitation skills, an executive presence and a track record of delivering results. The successful candidate must be a disciplined self-starter as well as a positive team player. Requires exceptional communication skills with a focus on collaboration across functional teams. Remote healthcare implementations and exposure to Project Management and Consulting is a must for our implementation trainer.

Let’s talk about Responsibilities:

• Delivers formal training classes to users on MatrixCare's Home Health & Hospice product line through lecture and hands-on training remotely.
• Mentors new training staff as they onboard.
• Manage customer escalations through appropriate MatrixCare channels.  
• Liaises with other departments and team leads for cross-functional collaboration and process improvement.
• Provides thought leadership and collaboration with departmental leadership team on training strategies and process.
• Explain technology to diverse customers at various levels.
• Interprets client workflow and adapts/customizes training to follow client-specific flow.
• Conducts new user assessment and evaluate knowledge retention during go-live support to assure a high degree of user competency and software adoption.
• Works collaboratively to design training approaches and to develop training scripts.
• Defines course outlines and learning objectives.
• Provide work progress update to meetings through meetings and project tracking tools.

Let’s talk about Qualifications and Experience:

• Knowledge of software implementations, system workflows and implementation best practices.
• Experience implementing and/or training
• 2+ years’ experience training
• 2+ years of experience training adult users on software applications, knowledge of adult learning principles and theories.
• Ability to work with different skill levels of adult learners.
• Strong analytical ability to troubleshoot and diagnosis software issues for clients during training.
• Experience working with Smartsheets, Salesforce and Financial Force a bonus.
• Proficient in MS Office Tools
• Must be a quick learner, self-directed, motivated, and have strong dedication and commitment level to the tasks at hand.
• Outstanding presentation, written, and verbal communication skills.
• Ability to work in a fast paced, high-pressure environment on a high performing team.
• Bachelor’s degree in education, technology, or related field preferred.
• Demonstrate professionalism, both in appearance and conduct.

We are shaping the future at ResMed, and we recognize the need to build on and broaden our existing skills and continue to attract and retain the world’s best talent. We work hard to offer holistic benefits packages, provide flexible work arrangements, cultivate a workforce culture that allows employees to grow personally and professionally, and deliver competitive salaries to our team members. Employees scheduled to work 30 or more hours per week are eligible for benefits. This position qualifies for the following benefits package: comprehensive medical, vision, dental, and life, AD&D, short-term and long-term disability insurance, sleep care management, Health Savings Account (HSA), Flexible Spending Account (FSA), commuter benefits, 401(k), Employee Stock Purchase Plan (ESPP), Employee Assistance Program (EAP), and tuition assistance. Employees accrue fifteen days Paid Time Off (PTO) in their first year of employment, receive 11 paid holidays plus 3 floating days and are eligible for 14 weeks of primary caregiver or two weeks of secondary caregiver leave when welcoming new family members.

Individual pay decisions are based on a variety of factors, such as the candidate’s geographic work location, relevant qualifications, work experience, and skills.

At ResMed, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case.  A reasonable estimate of the current base range for this position is: $61,000 - $92,000

​For remote positions located outside of the US, pay will be determined based the candidate’s geographic work location, relevant qualifications, work experience, and skills.

Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now! We commit to respond to every applicant.