IT Trainer & Customer Success Manager

About Technology Solutions Technology Solutions is a leading provider of innovative IT services and solutions across the Wairarapa. We deliver modern workplace platforms and exceptional customer service to local government, education, and SMB clients. We partner with our clients, get to know their business, and leverage technology to take them forward.

Role Overview We are seeking an experienced IT Trainer & Customer Account Manager to design and deliver engaging training programs, while also managing key client relationships. This hybrid role helps clients and staff maximise the benefits of Microsoft 365, Artificial Intelligence (AI) tools, and cyber security best practices, while ensuring outstanding customer satisfaction and account growth.

Key Responsibilities

• Plan, develop, and deliver training on Microsoft 365 (Teams, SharePoint, OneDrive, Outlook and CoPilot) for varied user levels.
• Design courses and workshops on safe and effective use of AI tools (prompting, data governance, ethical use) for business, schools, and public groups.
• Educate users on cyber security fundamentals (password hygiene, MFA, phishing scam awareness, secure data handling).
• Create clear training materials: guides, slide decks, micro-learning videos, and quick-reference sheets.
• Run on-site and remote sessions; tailor content to role-based needs (end users, power users, admins, and governance).
• Assess capability gaps, gather feedback, and continuously improve curricula and delivery methods.
• Collaborate with sales and technical teams to deliver seamless solutions and support.
• Track and report on account activity, customer feedback, and service improvements.

Essential Skills & Experience

• Proven experience as an IT Trainer or Learning & Development specialist in a technology or similar educational environment/role.
• Strong, hands-on knowledge of Microsoft 365 administration and user adoption.
• Working understanding of AI in the workplace (Copilot, cloud AI services) and safe, compliant usage.
• Solid grasp of cyber security principles, user awareness, and incident reporting practices.
• Outstanding communication, facilitation, and stakeholder engagement skills.
• Demonstrated experience in customer or account management, preferably in a technology or services environment.
• Excellent relationship-building, negotiation, and problem-solving skills.

Desirable

• Microsoft Certified Trainer (MCT) or relevant Microsoft 365 certifications.
• Experience building learning paths and LMS content; familiarity with modern adoption frameworks.
• Experience with CRM systems and account management tools.
• Background in sales support or business development is a plus.

What We Offer

• Competitive salary and benefits.
• Professional development and certification support.
• A supportive, local team with diverse customers across the Wairarapa.