About the role
About the Role
Broader than a typical "trainer" role. Owns how clients learn the software, from first login through advanced administration, across three channels:
Live and on-demand instruction: implementation training, release webinars, refreshers, maintained video library
In-product enablement: in-app walkthroughs, automated onboarding paths, contextual help that stays current with the platform
Managed enablement services: paid, ongoing agency-specific training and admin-level support
Focus is on building the system that produces and refreshes content, not personally producing every asset. A strong pipeline designer will get more leverage here than a strong presenter alone, though presenting is still required.
Key Responsibilities
Content Pipeline & Automation
Own the AI assisted content pipeline turning recorded sessions, release notes, or config changes into finished training material with minimal manual handling
Decide where human review gates belong
Keep help material synced with template/config changes, no manual rework each release
Design the pipeline so additional staff can plug in without rebuilding it
Reduce manual delivery hours per account as library and automation mature
Client Training & Enablement
Deliver implementation, admin, and end user training, remote and on site
Build and maintain a structured on demand library, organized by product/module/audience, versioned, outdated content retired
Produce quick reference guides, job aids, release notes, walkthroughs, KB articles
Partner with Support to convert recurring ticket themes into self serve content
Own the on premise to cloud training path as one reusable migration curriculum
Build an agency admin certification path so client side admins can onboard their own staff
In-Product & Automated Enablement
Partner with Product/Platform on what guidance gets built into the software
Design onboarding flows and in app walkthroughs to reduce scheduled instructor time
Managed Enablement Services
Define and maintain the paid offering as standard tiers, not custom scope per agency
Scope and deliver agency specific content: curricula, config specific docs, recurring sessions
Track engagement/outcomes, inform packaging, pricing, renewal
Act as SME on scoping and renewal conversations (Sales/CS own the sale)
Collaboration
Coordinate with Marketing on user groups, webinars, podcast/customer content
Work with Implementation and Support to align training timing with milestones and escalation trends
Required Skills
3+ years MS Office (Word, Excel, PowerPoint)
3+ years leading online training via web conferencing (Teams, Zoom, GoTo, Webex)
Experience recording, editing, publishing training video: screen capture, basic A/V cleanup, captioning, publishing (Snagit, Camtasia, Descript class tools)
Applied AI skill beyond basic prompting: built repeatable AI assisted workflows (chained prompts, templates, automations), understands where human review gates belong
Proven remote work effectiveness: self directed, responsive, disciplined follow through
Home workspace suitable for professional delivery (reliable internet, quiet, good A/V)
Ability to manage competing priorities across multiple accounts with minimal supervision
Strong documentation, communication, and presentation skills
Ability to explain things simply
Ability to travel approximately 25 to 30%
Preferred Skills
Experience with in app guidance/digital adoption platforms (Pendo, WalkMe, Userpilot, Appcues) or similar
Experience building/maintaining content in an LMS, help center, or KB with structured versioning
Comfort with light scripting/automation (Power Automate, Zapier, APIs)
Experience delivering training as a billable/contracted service, including scoping
Captions, transcripts, chapter markers for accessibility/searchability
Creating/deploying email notifications and campaigns (Outlook, SurveyMonkey, Constant Contact)
Experience with public safety, government, or regulated industry clients
Ability to lead small, medium, and large live groups, remote and on site
Prior remote/distributed team experience
Schedule flexibility
Initiative to solve problems unsupervised
First Year Success Metrics
Ticket deflection: fewer how to/training related tickets as self serve content matures
Time to first value: shorter interval from go live to independent product use
Self serve completion: adoption/completion rates on on demand courses, content gaps identified from data
Content freshness: help/training material stays current each release, no manual rebuild
Managed enablement efficiency: delivery hours per account trending down, renewal rate on engagements
Migration enablement throughput: on premise to cloud clients trained on schedule, curriculum reused not rebuilt
Certified agency admins: client side admins certified, share of routine training they absorb
MCM Technology is a leading platform provider of unified mission‑critical operations management for the public safety sector, with more than 250 systems deployed worldwide. Its platform is tailored to the specific needs of public safety and enables greater readiness, accountability and efficiency by offering simple configurability and flexible integration with existing industry systems.
At MCM, we’re building technology that helps public safety and government organizations operate more efficiently, make better decisions, and serve their communities with confidence.
Our platform brings critical data and workflows into one unified system—reducing complexity, improving visibility, and empowering the people who keep our communities safe.
We’re looking for passionate, driven individuals who want to make a real impact. If you’re excited about solving meaningful problems, working with innovative technology, and contributing to a mission that matters, we’d love to hear from you.
Join us in shaping the future of public safety technology.