Head of Training Implementation and Support

Our client based in Gauteng is seeking a dynamic individual with strong leadership skills, strategic planning and a deep understanding of software training, implementation methodologies and customer excellence.

Job Overview:

The Head of Training, Support and Implementation is a senior leadership role responsible for overseeing and managing client software training, implementation, and ongoing support services. This position plays a critical part in ensuring that new and existing clients successfully adopt and maximize the value of the organisation's software solutions.

Leadership & Management

·       Lead, develop, and mentor a team of training, implementation, and support professionals.

·       Establish clear goals, performance standards, and continuous improvement practices within the team.

·       Foster a culture of collaboration, accountability, and customer-centric service delivery.

System Implementation

·       Oversee the end-to-end implementation of software solutions for new and existing clients.

·       Coordinate with internal stakeholders (Sales, Product, Development, and Operations) to ensure seamless deployment and alignment with client and organisational objectives.

·       Monitor project progress, manage risks, and ensure timely delivery of all implementation milestones.

Training Strategy & Delivery

·       Develop and execute a comprehensive training strategy tailored to various client segments and learning needs.

·       Direct the creation of high-quality training materials, documentation, and multimedia content to support user onboarding and system adoption.

·       Lead or oversee the delivery of engaging training sessions (in-person or virtual) to client end-users and internal teams.

·       Collaborate with clients to design customised training programs based on their unique requirements.

Customer Support & Continuous Improvement

·       Oversee the client support function to ensure prompt, effective resolution of user issues and queries.

·       Implement mechanisms for feedback collection from clients and internal stakeholders to refine training and support approaches.

·       Monitor client satisfaction levels and implement initiatives to enhance the user experience and promote system utilisation.

Cross-Functional Collaboration

·       Work closely with the Product Development Team to communicate client feedback, feature requests, and bug reports.

·       Partner with Account Management and Client Success Teams to support long-term client engagement and retention.

Project & Resource Management

• Manage project timelines, deliverables, and resource allocation for all training, support, and implementation initiatives.
• Ensure effective planning and prioritisation to meet both client and organisational objectives.

Qualifications & Experience:

• Bachelor's degree in Business, Information Systems, Education, or related field (Postgraduate qualification advantageous).
• Minimum 7–10 years' experience in software training, implementation, or client support, with at least 3 years in a senior leadership role.
• Proven track record in managing cross-functional teams.
• Strong understanding of SaaS platforms, change management, and adult learning methodologies.
• Exceptional communication, presentation, and stakeholder management skills.
• Demonstrated ability to manage competing priorities in a fast-paced environment.

Key Competencies:

• Strategic and analytical thinking
• Leadership and people management
• Excellent communication and presentation skills
• Project management and problem-solving ability
• Customer orientation and relationship building
• Adaptability and innovation