Learning specialist designing digital and live employee development experiences for The Dufresne Group, a Canadian home furnishings retailer. Managing LMS content, learning analytics, facilitation, and capability - building initiatives.
About the role
- Group Training Specialist leading engaging instructor-led product training for Clio's Customer Education team. Collaborating cross-functionally to support customer onboarding and product adoption.
Responsibilities
- Deliver live product training sessions that help customers onboard successfully and adopt Clio’s products with confidence.
- Handle customer questions during sessions with professionalism and empathy, ensuring participants reach their first moments of value.
- Participate in special events including, customer appreciation summits and virtual conferences, to strengthen engagement and deepen product knowledge.
- Update instructor-led courseware based on training delivery experience, customer feedback, and Clio product upgrades to ensure content remains accurate and relevant.
- Collaborate cross-functionally to align outcomes of instructor-led training classes content with customer onboarding, adoption, and expansion initiatives to ensure consistent messaging and integration across programs.
- Capture and share customer feedback and insights that strengthen other Customer Education work-streams and initiatives.
- Prepare and coach Clio team members to effectively support product classes through delivery standards, chat assistance, Q&A participation, and follow-up activities that strengthen overall team performance.
- Manage your schedule effectively to meet delivery utilization targets and customer satisfaction metrics.
- Support initiatives that enhance the customer training experience across programs and perform additional duties as required to support team and company success.
Requirements
- 2+ years of experience in training facilitation, instructional delivery, or customer education within a fast-paced, high-growth environment.
- A university degree or equivalent experience in a related field (e.g., education, business, communications, media production, or social sciences).
- Understanding of adult learning principles, with demonstrated success designing and leading engaging group learning experiences.
- Proven ability to manage multiple priorities and deliverables while maintaining high quality and consistency.
- Expertise or strong interest in leveraging AI tools to enhance facilitation effectiveness and program scalability.
- Deep curiosity and capability to rapidly learn new software products, workflows, and legal industry concepts.
- Exceptional communication and interpersonal skills, with a natural ability to build trust and confidence with customers and internal partners.
- Serious bonus points if you have
- Experience delivering customer or employee training programs in a SaaS or technology-driven environment.
- Familiarity with legal technology or other professional services software (e.g., CRM, case management, or project management tools).
- Proven ability to adapt facilitation style to diverse audiences and customer segments.
- A track record of driving measurable outcomes like adoption, retention, or satisfaction through effective group learning experiences.
Benefits
- Competitive, equitable salary with top-tier health benefits, dental, and vision insurance
- Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin and Sydney) to be in office min. twice per week.
- Flexible time off policy, with an encouraged 20 days off per year.
- $2000 annual counseling benefit
- RRSP matching and RESP contribution
- Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years
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