ZenaTech Inc.

Customer Education Specialist

Toronto, ON · 6 days ago · 64 applicants

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Payam Nejadi Rad

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Human Resources Professional | BCom HR, Advanced Diploma HR Management | Recruitment and People Operations | HRIS and Data Driven HR

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About the job

About Us:

ZenaTech (Nasdaq: ZENA | FSE: 49Q) is a technology company specializing in AI drones, Drone-as-a-Service (DaaS), enterprise SaaS, and quantum computing solutions for mission-critical business applications. Since 2017, the company has leveraged its software development expertise and expanded its drone design and manufacturing capabilities through ZenaDrone to innovate and enhance customer inspection, monitoring, safety, security, compliance, and surveying processes. ZenaTech serves over 100 enterprise software customers in law enforcement, government, and industrial sectors, with drones used in agriculture, defense, and logistics industries. The company has offices in North America, Europe, and the UAE.

Position Overview

The Customer Training & Enablement Specialist is responsible for delivering effective training and enablement programs that help customers successfully understand, adopt, and use the company’s software products.

This role works closely with Product, Customer Success, Support, and Software teams to translate product functionality into clear, practical, and user-friendly training experiences.

The ideal candidate combines strong communication and presentation skills with the ability to quickly understand software applications, business workflows, and customer needs.

Key Responsibilities

Customer Training

• Conduct live software training sessions for new and existing customers.
• Deliver virtual and, when required, in-person training sessions.
• Provide onboarding training for customers following software implementation or deployment.
• Demonstrate software features, workflows, and best practices using real-world scenarios.
• Adapt training sessions based on customer roles, business processes, and technical knowledge.
• Conduct refresher training and training sessions for newly released features.

Training Materials & Documentation

• Create and maintain customer-facing training materials, including:
• User guides
• Quick reference guides
• Training presentations
• Step-by-step instructions
• Video tutorials
• FAQs
• Knowledge base articles
• Training exercises and scenarios
• Ensure training materials remain aligned with current product functionality and releases.
• Collaborate with Product and Software teams to understand upcoming features and prepare training materials before customer rollout.

Customer Onboarding & Adoption

• Support customer onboarding by helping users understand how to effectively use the software.
• Identify areas where customers may require additional training or guidance.
• Help customers understand recommended workflows and software best practices.
• Monitor common customer questions and training gaps and recommend improvements to training programs and product documentation.
• Support customer adoption of new functionality and product releases.

Product Knowledge

• Develop strong functional knowledge of the company’s software products.
• Participate in product demonstrations, knowledge-transfer sessions, and release briefings.
• Maintain knowledge of new features, product changes, and workflows.
• Translate technical functionality into language that business users and customers can easily understand.

Cross-Functional Collaboration

Work closely with:

Product Management

• Understand product functionality, workflows, use cases, and upcoming releases.

Software Development / Technical Teams

• Clarify technical functionality and product behavior when required.

Customer Success / Account Management

• Identify customer training requirements and adoption challenges.

Support

• Identify recurring customer issues that could be addressed through improved training or documentation.

Sales

• Provide product training or demonstrations when appropriate and support customer transition from sales to onboarding.

Qualifications

• 2+ years of experience in software training, customer enablement, customer success, software implementation, technical training, or a similar role.
• Experience delivering software demonstrations or training sessions to customers.
• Strong presentation and communication skills.
• Ability to explain technical concepts to non-technical audiences.
• Strong understanding of software workflows and business processes.
• Experience creating training materials and user documentation.
• Comfortable learning multiple software applications.
• Strong organizational and time-management skills.
• Ability to manage training sessions with multiple customers and stakeholders.

Preferred Qualifications

• Experience working with SaaS or enterprise software.
• Experience with Learning Management Systems (LMS).
• Experience creating instructional or video-based training content.
• Knowledge of instructional design principles.
• Experience working with Product Management and Software Development teams.
• Experience supporting software implementation or customer onboarding.

Key Performance Indicators (KPIs)

Success in this role may be measured through:

• Customer training completion rate
• Customer onboarding/training satisfaction
• Customer adoption of key product features
• Reduction in support requests related to product usage
• Training material completion and accuracy
• Time required to prepare training for new releases
• Customer feedback following training sessions
• Percentage of product releases with updated training documentation

Artificial Intelligence

We use artificial intelligence to review and screen applications and materials. However, every candidate we move forward with is reviewed and selected, and all final hiring decisions are made by a member of our hiring team.

“We are an equal opportunity employer committed to employment equity utilizing hiring practices on merit and business needs. We encourage applications from women, Indigenous peoples, persons with disabilities, members of visible minorities and all others of legally protected status.”