Training and Documentation Specialist

The Role

Economic Impact Catalyst (EIC) is the #1 solution for building and scaling small business support programs through cutting-edge software and enterprise solutions. Our AI-powered SaaS platform helps small business program managers drive economic growth through data-driven decisions and strategic interventions.

We're seeking a dynamic Training & Documentation Specialist to join our Client Operations team. This role is perfect for an educator-turned-tech professional who thrives on helping others learn and succeed with our platform. You'll create comprehensive training materials and documentation for our evolving AI-powered software, while serving as a bridge between our development team, internal staff, and the small business program managers who depend on us. This is a remote role reporting to our VP of Client Operations.

What You'll Do:

Client-Facing Documentation & Training (60%)

• Create Exceptional Resources: Develop clear, user-friendly documentation for new features and updates that help small business program managers succeed with our platform
• Build Training Materials: Design video tutorials, step-by-step guides, and interactive resources that embody our bias for beautiful, useful content
• Deliver Training: Conduct client training sessions and webinars on new features, best practices, and platform capabilities
• Client Collaboration: Work with small business program managers to understand their learning needs and gather feedback with empathy and curiosity
• Maintain Knowledge Base: Keep our help center content current, organized, and accessible for our diverse user base

Internal Team Development (40%)

• Team Training Programs: Design and deliver training for account executives, customer success managers, helpdesk, and data entry teams
• Process Documentation: Create internal troubleshooting guides and process documentation with authenticity and clarity
• Ongoing Development: Conduct regular skill-building sessions to keep teams current on platform updates and AI capabilities
• Onboarding Excellence: Develop welcoming, comprehensive onboarding materials for new team members that reflect our values
• Strategic Partnership: Collaborate with leadership to identify training gaps and develop solutions that drive productivity

You're a Perfect Fit If You Have:

• Bachelor's degree in Education, Communications, or related field (or equivalent experience)
• 3+ years of teaching, training, or instructional design experience with proven ability to make complex concepts accessible
• Strong communication skills - both written and verbal, with ability to adapt to different learning styles
• Technical aptitude - comfortable with technology and able to quickly learn new software platforms
• Content creation experience - track record developing educational content and training materials
• Client-facing comfort - experience presenting to external audiences or eagerness to develop this skill
• Empathy and curiosity - genuine interest in understanding how people learn and succeed

Nice to Haves:

• Experience in SaaS, technology, or software companies
• Background in adult learning principles and instructional design
• Familiarity with documentation tools (Confluence, Notion, etc.) and video creation software
• Previous experience transitioning from education to corporate training
• Understanding of customer success or client operations
• Knowledge of economic development, small business support, or government sectors
• Experience documenting AI-powered features or data-driven platforms

What We Offer:

• Mission-Driven Impact: Your training and documentation directly help small business program managers drive economic growth in their communities
• Hybrid Flexibility: Work from home and collaborate with our Raleigh, NC team with flexible arrangements that support productivity
• Shape the Strategy: Opportunity to build training and documentation practices for a growing, mission-driven SaaS company
• Professional Growth: KPI-driven approach to success with opportunities to develop expertise in tech training and instructional design
• Comprehensive Benefits: Health, vision, and dental coverage, 401(k) with company match, generous paid time off, paid sick leave, paid parental leave, paid volunteer time, and paid list of federal holidays
• Collaborative Culture: Join a team that values fearlessness in trying new approaches, authenticity in communication, and excellence in execution

Why This Role is Perfect for Former Educators:

• Leverage Teaching Skills: Apply your classroom expertise to high-growth technology environment
• Adult Learning Focus: Use your understanding of learning styles in corporate training context
• Curriculum Development: Transform your lesson planning skills into impactful documentation
• Relationship Management: Translate classroom management into client relationship excellence
• Simplify Complexity: Utilize your gift for explaining difficult concepts in accessible ways
• Meaningful Work: Continue making a difference by helping professionals who support small business growth

Ready to Educate with Purpose?

If you're an experienced educator or trainer who wants to use your skills to help small business program managers succeed while building something meaningful, we want to hear from you. At EIC, your training excellence will empower professionals worldwide to create economic opportunity in their communities.