Training, User Support & Adoption Lead

Valiant Solutions

. Develop and execute the AirHub training, user readiness, support, and adoption strategy .

Posted 9/22/2026full-timeRemote • United StatesSenior💰 $120,000 - $140,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in developing and executing training and user-readiness strategies for large technology implementations, with a strong focus on instructional design and user support models. Capable of measuring training effectiveness and user adoption while facilitating communication and engagement with diverse stakeholder communities.

Highest-signal resume keywords

Enterprise Training ExperienceUser Adoption Strategy DevelopmentInstructional Design ExpertiseUser Support Model ManagementTraining Effectiveness Measurement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Training DevelopmentUser Readiness StrategyRole-Based Curriculum DevelopmentKnowledge ManagementUser Support TriageUAT SupportTraining Material CreationMetrics MonitoringVirtual Training DeliverySelf-Service Training

Soft Skills

Facilitation SkillsWritten CommunicationPresentation SkillsStakeholder EngagementCustomer Service Skills

Industry Keywords

Technology ImplementationFederal Technology ImplementationsUser SupportOrganizational ReadinessAdoption Metrics

About the role

Key responsibilities & impact

Develop and execute the AirHub training, user readiness, support, and adoption strategy
Develop role-based training plans and learning paths for EPA and external user communities
Develop and deliver instructor-led, virtual, and self-service training
Create and maintain user guides, job aids, FAQs, videos, knowledge articles, and other user-support materials
Coordinate user onboarding and readiness activities for Beta and Production releases
Support UAT participants through orientation, training, instructions, office hours, and functional assistance
Establish the AirHub user-support model, including intake, triage, escalation, and resolution processes
Provide or coordinate Tier 1 and Tier 2 functional user support
Triage user-reported issues and route questions, data issues, access issues, and potential system defects to appropriate teams
Establish and maintain a user-facing knowledge base and known-issues information
Conduct office hours and enhanced rollout support during Beta and Production implementation
Coordinate user hypercare during major releases and transition users into the long-term support model
Monitor support trends, user feedback, training effectiveness, and adoption barriers
Identify recurring issues and provide feedback to Product on usability improvements and enhancement needs
Develop and monitor user-readiness, training, support, and adoption metrics
Partner with the Communications Lead on implementation communications and awareness activities

Requirements

What you’ll need

10+ years of experience in enterprise training, user adoption, user support, organizational readiness, or technology implementation
Demonstrated experience developing and executing training and user-readiness strategies for large technology implementations
Strong instructional design experience and knowledge of adult learning principles
Experience developing role-based curricula, user guides, job aids, knowledge articles, videos, and other training/support materials
Experience delivering instructor-led, virtual, and self-service training to diverse user populations
Experience establishing or managing functional user-support models, including intake, triage, escalation, knowledge management, and Tier 1/2 support
Experience supporting users during UAT, pilots/Beta releases, production rollout, and post-production stabilization
Experience measuring training effectiveness, user readiness, support trends, and technology adoption
Strong understanding of the relationship between user support, Product, Quality Engineering, and defect management
Experience supporting geographically dispersed internal and external stakeholder communities
Experience supporting Federal technology implementations preferred
Excellent facilitation, written communication, presentation, stakeholder engagement, and customer-service skills
Quiet, distraction-free workspace with adequate internet
Full attention and availability during working hours
Schedule aligned with coworkers’ and clients’ core business hours
Disclosure and written approval for current or future outside employment or other professional activities

Benefits

Comp & perks

Valiant pays 99% of the Medical, Dental, and Vision Coverage for Full-time Employees
Valiant contributes 25% towards Health Coverage for Family and Dependents
100% Paid Short Term Disability and Life Insurance Policy for Full-time Employees
100% Paid Certifications
401K Matching up to 4%
Paid Time Off
Paid Federal Holidays
Wellness & Fitness Program
Valiant University – Online Education and Training Portal
FSA programs for: Medical Costs, Dependent Care, Transit, and Parking
Referral Bonuses
Work-life balance
Career development opportunities