Training & Implementation Specialist

Job-ID: 16888; Location(s): Remote 

JOB DESCRIPTION SUMMARY

The Training and Technical Implementation Specialist plays a multi-faceted role in advancing Viega’s Customer Success organization by designing and leading impactful training initiatives that elevate team performance and align sales strategies with organizational goals. This position also leads technical user acceptance testing efforts by developing business requirements, partnering with stakeholders on IT-deployed initiatives, and documenting and updating critical processes. In addition, the role is responsible for leading ISO compliance and audit activities across Customer Success teams, ensuring consistent adherence to quality and regulatory standards.

JOB DESCRIPTION DETAILS

Responsibilities

• Designs, leads, and facilitates advanced, multi-format training initiatives (in-person, virtual, blended) focused on core competencies including product knowledge, ISO compliance, and evolving business processes, inclusive of recurrent and enterprise-impacting training programs.
• Strategically partners with Talent Development, department leadership, and enterprise stakeholders to align training strategy and curriculum with organizational priorities and long-term business objectives.
• Serves as a subject matter leader for Customer Success training, providing guidance, mentorship, and quality oversight to junior training team members to ensure consistency, effectiveness, and continuous improvement.
• Leads all Customer Success ISO compliance and audit activities, including ownership of compliance readiness, QMS documentation accuracy, training records and plans, audit preparation and facilitation, cross-functional coordination, and timely implementation of corrective actions and auditor recommendations.
• Leads technical user acceptance testing (UAT) for Customer Success initiatives by defining and documenting business requirements, validating system functionality, and ensuring solutions align with operational needs prior to deployment.
• Partners cross-functionally with IT and business stakeholders to support enterprise technology initiatives, serving as a key liaison throughout requirements definition, implementation, testing, and post-launch stabilization.
• Acts as the primary escalation point for Customer Success technical implementation issues, driving resolution and continuous process improvement.
• Leads enablement for Customer Success teams on core sales tools and systems (e.g., CRM), ensuring adoption, proficiency, and alignment with standardized processes.
• Provides coaching, objective feedback, and performance insights to leadership in alignment with learning objectives, exit criteria, and performance management processes.
• Owns the ongoing evolution of training content, ensuring materials remain current with industry trends, regulatory requirements, and organizational changes.
• Measures and reports training effectiveness and ROI, leveraging assessment data, performance metrics, and pass rates to inform leadership and guide strategic decisions.
• Delivers data-driven recommendations to enhance sales performance, operational capability, learner engagement, and overall Customer Success effectiveness.
• Leads interactions directly with customers to support and adopt critical customer processes that enhance the customer experience. Assess customer experience issues and leads problem solving activities.
• Attends meetings and events as required and/or assigned.
• Performs other duties as required and/or assigned.
• Required to travel up to 50% of the time.

REQUIRED QUALIFICATIONS

Knowledge, Skills and Abilities

• Strong knowledge of learning theory, instructional strategies, and coaching methods.
• Proficient in the use of common office equipment and software – including: computers, printers, Microsoft Word, Excel, Outlook, Teams, and PowerPoint
• Experienced in the use of CRM tools and their application in sales environments
• Proficient at identifying and documenting technical requirements for key Customer Success IT projects
• Knowledge in technical user acceptance testing, requirements gathering and documentation
• Demonstrated ability to ISO compliance standards
• Excellent written and verbal communication skills and demonstrated ability to communicate effectively with all levels of the organization
• Demonstrates effective listening skills
• Strong interpersonal skills with demonstrated ability to effectively partner with key stakeholders and tactfully exercise influence across the organization
• Well-organized with strong attention to detail and time-management skills
• Effectively self-starts, demonstrating the ability to independently identify needs, take initiative to address them, and consistently drive projects to completion with minimal supervision.
• Effectively manages multiple tasks, priorities and project management
• Robust relationship-building, customer service, and strategic selling skills
• Works effectively both independently and in a team environment, collaborating well with internal teams and other stakeholders
• Demonstrated ability to deliver engaging presentations to variety of audiences  

Education, Certification/License & Work Experience

• High School diploma or equivalent required
• Bachelor’s Degree preferred
• 5-7 years’ professional experience in a combination of customer service, training, sales and/or ISO compliance positions
• 3+ years’ professional experience developing and delivering engaging training to professional workforces required
• Current, valid driver license required

Equivalent combinations of education and experience may be considered

Total Rewards Package:

Compensation

• Base: $73,000-99,000 based on specific compensable factors including, but not limited to education, work experience, and geographic market.
• Bonus: This role will be eligible for participation in a discretionary annual bonus program, pursuant to which an employee may be awarded a percentage of their salary based on the company’s performance and their own individual performance.

Benefits

• Medical, Dental, Vision
• Wellness Program
• Health Savings Account (HSA) with a company contribution
• Voluntary Benefits (Life, AD&D, Disability)
• 401(k) retirement plan with a 7.5% company contribution
• Time Off Programs – 22 days Paid Time Off (PTO), 9 Company Holidays, 2 Volunteer Days

Application Window

• Posting date: 1/21/26
• The application deadline for this job is: 1/24/2026

Your contact person:

Brad Kerwin 

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