Training Manager

The Training Manager is responsible for designing, delivering, and maintaining the firm's comprehensive training program. This includes new hire onboarding, training on new and existing software, and support for system upgrades and process improvements. The role emphasizes understanding and supporting end-users—meeting them where they are in their current skill set—and developing effective, personalized training programs (individual and group) to improve proficiency, confidence, and efficiency.

The Manager partners closely with attorneys, staff, and departments to ensure a seamless user experience across all firm systems and applications.

• Evaluate firmwide training needs, including for new hires, individuals assuming new roles, and users impacted by new software, upgrades, or IT policy changes.
• Develop and maintain an ongoing, in-house training program tailored to different user groups and skill levels. Design and deliver engaging learning experiences—live, virtual, and self-paced—covering firm software, applications, and processes. Create, update, and manage training materials, guides, e-learning modules, and reference documentation to ensure consistency and accessibility.
• Build strong internal relationships to ensure that training efforts align with end-user needs and firm priorities. Assess participants’ learning performance, identify opportunities for specialized or adaptive instruction, and ensure that the end-user experience remains a top priority.
• Develop and maintain a knowledge base and documentation for firm systems while educating staff on updates, and ensuring procedures are consistently followed. Track training completion and report on training effectiveness.
• Analyze support tickets and user feedback to identify trends, process gaps, and training opportunities. Collaborate with IT and software providers to suggest enhancements that improve usability and user satisfaction.
• Coordinate and execute beta and user acceptance testing (UAT) activities, ensuring software functionality, performance, and usability meet business requirements prior to rollout.
• Supervise and provide guidance, feedback, and overall support to the Training Coordinator.

• Bachelor’s degree in education, communications, or a related field, or equivalent experience, and at least seven to ten years of experience in software training, instructional design, or end-user support, preferably in a law firm or professional services environment.
• Strong technical understanding of business and legal software applications, with proven ability to design and deliver classroom, virtual, and one-on-one training sessions to drive training objectives.
• Excellent communication, facilitation, and interpersonal skills with high emotional intelligence and the ability to work effectively with individuals at all levels of the firm.
• Organized, detail-oriented, and proactive, with strong problem-solving skills and a commitment to confidentiality, discretion, and superior client service.
• Knowledgeable about both traditional and modern job training methods and techniques.
• Exceptional organizational skills including the ability to handle multiple assignments and prioritize work.