Sr Product Trainer

The Senior Product Trainer, Internal Support & Implementations, leads internal product training for the teams responsible for implementing, supporting, and operating WestCX solutions.

This role ensures that employees have the product knowledge, technical understanding, workflows, and job aids needed to deliver consistent outcomes across onboarding, implementation, go-live, and ongoing support.

The Senior Product Trainer serves as the primary internal training partner for product readiness and operational enablement.

This role translates complex product capabilities, configuration requirements, implementation processes, integrations, and support procedures into practical, role-based learning experiences for Support, Implementations, Customer Success, and other operational teams.

The Senior Product Trainer partners closely with Product Management, Product Marketing, Engineering, Quality Assurance, Implementations, Support, and Operations to prepare teams for new products, enhancements, releases, and changing customer requirements.

The role develops repeatable curricula, facilitates training, supports implementation readiness, and maintains searchable training and knowledge assets that improve time to proficiency and reduce reliance on individual subject-matter experts.

Organizational Alignment



* Department: Product Marketing and Training


* Reports to: Senior Director, Product Marketing


* Primary partners: Product Management, Product Marketing, Engineering, Quality Assurance, Implementations, Client Support, Customer Success, Sales Engineering, and Operations


* Role focus: Internal product training for Support and Implementations

Key Responsibilities

Product Readiness and Training Strategy



* Own the internal training strategy for new products, major enhancements, releases, and implementation capabilities.


* Partner with Product Management and Product Marketing to understand product value, use cases, features, integrations, limitations, readiness status, and intended customer outcomes.


* Define the training, documentation, and readiness requirements needed before a product or enhancement is released to operational teams.


* Maintain role-based learning paths for Support, Implementations, Customer Success, and other impacted internal audiences.


* Identify knowledge gaps and recommend training, documentation, process, or product improvements that improve operational readiness.

Support and Implementations Enablement



* Develop and deliver training that prepares Support and Implementations teams to configure, deploy, troubleshoot, maintain, and explain WestCX products.


* Translate product functionality into practical workflows, scenarios, troubleshooting approaches, configuration guidance, and escalation paths.


* Support implementation readiness activities, including training needs assessments, environment preparation, workflow demonstrations, user acceptance testing support, go-li...