Senior Training & Documentation Professional | Remote | NantHealth

NantHealth is adding a Senior Training and Documentation Professional to our Account Management team. In this role, you have the opportunity to directly impact our customers' experience. You're responsible for developing and delivering high-impact training programs and maintaining comprehensive customer-facing documentation to support healthcare SaaS products. This role ensures that customers, partners, and internal teams can effectively adopt and utilize solutions within a complex, regulated environment. The ideal candidate combines instructional design expertise, technical writing skills, and hands-on experience with digital adoption platforms like Pendo to drive user engagement and product success. This is a remote role and offers the opportunity to work remotely within the United States, with preference given to those flexible to work traditional eastern standard time hours.   Responsibilities are varied and include, but are not limited to: Training Development & Delivery Design and deliver scalable training programs, including e-learning, virtual instructor-led training (VILT), and live sessions Develop role-based learning paths for providers, payers, and internal stakeholders Partner with SMEs across Product, Clinical, and Operations teams to translate complex healthcare workflows into effective training Evaluate training effectiveness using learner feedback, adoption metrics, and performance data Assign and manage annual compliance training and associated reporting Documentation & Knowledge Management Create and maintain clear, compliant documentation including user guides, workflow documentation, knowledge base articles, and release notes Ensure all content aligns with healthcare regulatory standards (e.g., HIPAA considerations, audit readiness, and quality frameworks) Manage content lifecycle, including version control and updates aligned with product releases Organize and optimize content within knowledge management systems (e.g., Confluence, SharePoint) Digital Adoption & In-App Guidance (Pendo) Leverage Pendo to design and deploy in-app guides, tooltips, and walkthroughs that drive user adoption Analyze user behavior, feature usage, and engagement metrics to identify training gaps and opportunities Partner with Product and Customer Success to optimize onboarding experiences using in-app messaging and guidance Continuously refine digital adoption strategies based on data insights and user feedback Cross-Functional Collaboration Collaborate with Product, Customer Success, Support, and Implementation teams to identify training and documentation needs Support customer onboarding and enablement initiatives to reduce time-to-value Contribute to change management efforts by developing training and communication plans for new features and releases Success in this role is measured by: Increased product adoption and feature utilization Reduction in support tickets and call volume through improved training and documentation Improved onboarding efficiency and time-to-value for customers Training satisfaction scores (CSAT) and knowledge retention Engagement with in-app guidance and knowledge base content   Education & Experience Requirements: Bachelor’s degree in Education, Communications, Healthcare Administration, or related field (or equivalent experience) 3–7+ years of experience in training, instructional design, technical writing, or documentation within a Healthcare SaaS environment Hands-on experience with Pendo (in-app guides, analytics, segmentation) Strong understanding of healthcare workflows (payer, provider, or clinical systems preferred) Experience working in regulated environments with attention to compliance and quality standards Required Knowledge, Skills, and Abilities: Proficiency with e-learning tools (e.g., ISpring, Vyond ) and documentation platforms (e.g., DITA) Exceptional written and verbal communication skills Instructional design and adult learning principles Technical writing and content strategy Digital adoption and product analytics (Pendo) Healthcare domain knowledge (payer/provider workflows, interoperability concepts) Stakeholder collaboration and cross-functional alignment Data-driven decision making (training metrics, adoption rates, CSAT/NPS)   The salary range for applicable US-based applicants to this position is below.  The specific rate will depend on the successful candidate’s qualifications, prior experience as well as geographic location.   $90,000 - $126,000 base salary plus bonus potential.