Product Training Specialist

Granicus is the leading provider of citizen engagement technologies and services for the public sector, bringing governments closer to the people they serve with the first-and-only Civic Engagement Platform. Granicus works with more than 5,500 government organizations and connects more than 280 million people in the largest Citizen Subscriber Network of its kind.

**The Role**
- This
**Training Specialist** role lives within Granicus' OpenCities and OpenForms product family and is a key member of the Implementation Services (IS) team.

As a
**Training Specialist**, you will be working as the primary trainer to train clients on the OpenCities and OpenForms products. This highly visible role helps existing, and new customers in Australia, New Zealand and the United States transform their websites and online forms.
- As a Product Trainer, you will be an expert on the OpenCities and OpenForms platforms. Your role is responsible for the creation, maintenance, and facilitation of all OpenCities and OpenForms training curriculum. This includes but is not limited to online training sessions, webinars, and video tutorials. You will be involved in the complete customer life cycle by facilitating monthly webinars to educate current and prospective customers about the capabilities of the CMS (Content Management System) and form-building tools. During new client implementations, your role will support Project Managers and the Training Manager to ensure that new OpenCities and OpenForms customers are provided with training best suited for their projects and needs.
- A key part of the role is collaborating with the Support Team to find areas for improvement in training curriculums that will help lower support cases. In addition, working with Content Writers to edit knowledge base articles.
_The role is a remote role (WFH); however, Granicus has an office located in the Melbourne CBD_. As part of the broader Granicus client services team, we pride ourselves on a friendly, supportive, and hardworking environment and value what each team member brings to the table.

**What You'll Do**:

- Master the OpenCities and OpenForms product family - you will be an internal expert on the product
- Train and enable customers to utilise the OpenCities and OpenForms platforms via online training sessions
- Facilitate monthly webinars for current and prospective customers
- Provide ad-hoc training services, work with client needs and deliver training sessions with custom agendas to support Project Managers and Support Teams
- Collaborate with the Support Team to understand areas of client knowledge that can be improved by training, with a common goal of lowering support cases
- Work with Content Writers to edit and provide feedback on knowledge base resources to continuously improve our help centre content
- Create video tutorials to keep our library of how-to videos up to date with every product release
- Create and maintain training curriculums to incorporate product changes and changing needs of clients

**Who You Are**:

- 1 - 2 years of experience working in software/tech, specifically around user training facilitation
- You are comfortable delivering online training sessions to small-large groups of participants and can train non-technical customers on the use of the software
- You have excellent presentation and communication skills - listening, verbal, and written
- Proven track record of developing and maintaining customer relationships
- You can work both independently and as a member of cross-functional teams, both remote and in person (if required)
- You can work with customers and product teams to create a continuous feedback loop on our product to improve our product roadmap
- You can work efficiently in a fast-paced environment with the ability to manage multiple training sessions per week

**Bonus skills and experience (nice to have, not required)**:

- Experience in local government
- Experience using or supporting a CMS product and a form-building tool
- Experience using Loom or other screen recording tools