Bilingual Client Training Consultant providing training and support on Fidelity's technology platform. Ensuring clients are educated on using products and services effectively.
About the role
- Learning & Development Systems and Process Training Specialist at Modern Family Law. Responsible for training internal users on technology systems and improving operational processes.
Responsibilities
- Design and deliver training programs, job aids, and quick-reference guides for all internal systems, operational processes, and policies, with a particular emphasis on Salesforce-based workflows and integrated applications.
- Conduct live virtual training sessions and develop on-demand modules, including new-hire systems training, refresher courses, and targeted skill-building sessions.
- Maintain a current knowledge base with step-by-step documentation, screenshots, and short video demonstrations.
- Provide hands-on support to users adapting to new features, processes, workflows, or system changes.
- Partner with Operations, IT, and other key stakeholders to remain informed about upcoming system updates, integrations, policy changes, and automation initiatives.
- Collaborate with subject matter experts to gather process details and draft comprehensive Standard Operating Procedures for core business functions.
- Translate technical updates into clear, user-friendly instructions and workflows for attorneys, paralegals, and support staff.
- Develop and execute communication plans for firm-wide process changes to ensure all users know what’s changing, why it matters, and how to adapt.
- Monitor adoption and identify training gaps or resistance points, then address them proactively.
- Gather and analyze user feedback to refine training programs and recommend process improvements.
- Support testing of new tools and features from a training perspective to ensure smooth launches.
- Collaborate with L&D colleagues and relevant stakeholders to align tech/process training with core legal skills development for a seamless learning experience.
Requirements
- 3+ years of experience in Learning & Development, Technical Training, or Process Enablement (professional services or legal environment preferred).
- Bachelor’s degree preferred.
- Strong technical aptitude with the ability to quickly learn and teach complex software platforms.
- Hands-on experience with Salesforce or similar enterprise CRM/workflow systems.
- Proven ability to create clear and engaging instructional materials (e.g., step-by-step guides, video tutorials, job aids).
- Excellent instructional design, presentation, and facilitation skills, with the ability to explain technical concepts to non-technical audiences.
- Proficiency with tools such as LMS platforms, Microsoft Office/365, and screen-capture/video tools.
- High level knowledge and experience working with the Microsoft Suite of products such as Word, Excel, PowerPoint; Adobe; and Zoom Conferencing Technology.
Benefits
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Short Term & Long Term Disability
- Training & Development
- Work from Anywhere -- eligible after 6 months.
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