Training Specialist (HOA & COA Management) in Charlotte, North Carolina at Cusick Community Management Partners LLC

Training Specialist

Company: Cusick Community Management
Location: Charlotte, NC
Work Arrangement: Primarily in-office, with a minimum of three days per week. Full in-office presence is expected during new hire onboarding weeks and major program rollouts.
Reports To: President
Employment Type: Full-Time, Salaried

Position Summary

Cusick Community Management is seeking an experienced and highly organized Training Specialist to own and lead the company's employee training, onboarding, systems education, program rollouts, and board training initiatives.

This position will play a key role in ensuring employees have the knowledge, resources, and tools necessary to be successful in their roles. The Training Specialist will oversee the new hire experience from onboarding through the ramp period, develop training materials and programs, provide systems training, and serve as a subject matter expert for key platforms including CINC, HOAce, AvidXchange, and Vonage.

The Training Specialist will also work closely with the President and Regional Directors on company-wide initiatives and will lead the initial training and rollout of new programs, processes, and systems. This position will also be responsible for providing training to boards of directors for communities transitioning to Cusick Community Management.

Essential Responsibilities

• Own the new hire experience from the employee's first day through completion of the onboarding and ramp period.
• Coordinate department-specific onboarding with department leaders and provide training directly when appropriate.
• Develop, maintain, and update onboarding plans for each position.
• Ensure training materials remain current as company processes and procedures evolve.
• Administer competency checks to ensure new hires understand their responsibilities and can effectively perform their jobs before completing onboarding.

• Serve as the internal training expert and first point of escalation for CINC, HOAce, AvidXchange, and Vonage.
• Develop and maintain role-specific training curriculums for each platform.
• Ensure employees understand how systems should be used based on their specific responsibilities.
• Maintain consistency in how systems are configured and utilized across communities and departments.
• Evaluate new system releases and features and determine their impact and applicability to Cusick.
• Lead training and adoption of applicable system updates and enhancements.
• Coordinate user setup and permissions with system owners.
• Ensure system access is properly provisioned during onboarding and revoked during employee offboarding.

• Design and deliver the initial training for new programs, processes, and system changes.
• Develop training materials, presentations, job aids, and competency assessments for new initiatives.
• Work directly with the President regarding company-wide rollout priorities and timing.
• Prepare Regional Directors and other leaders to reinforce new programs after the initial implementation.
• Monitor adoption following implementation and identify areas requiring additional training or reinforcement.
• Return to provide additional training when programs or processes are not being consistently adopted.

• Develop and maintain an ongoing training plan to ensure employees remain current as systems, statutes, and company processes change.
• Maintain training materials, study guides, reference materials, and job aids across departments.
• Meet regularly with Regional Directors and department supervisors to identify training gaps and areas where employees may need additional support.
• Develop targeted training programs when a recurring issue requires structured instruction rather than one-on-one coaching.
• Confirm employee understanding and competency following targeted training.
• Identify recurring issues across multiple employees and escalate patterns to leadership when they may indicate a larger process or operational issue.

• Provide onboarding and training for every new board transitioning to Cusick Community Management.
• Train board members on CINC portal functionality and clarify the respective responsibilities of the board and management company.
• Maintain and update board training materials and curriculum.
• Provide boards with reference materials they can utilize following training sessions.
• Conduct annual refresher training following board elections to account for board member turnover.
• Coordinate with the Community Association Manager and Regional Director to ensure board training is tailored to the specific community.
• Maintain accurate records of which communities have completed board training and when training occurred.

• Own and coordinate the employee offboarding process in partnership with supervisors, HR, and IT.
• Complete the company's offboarding checklist, including same-day system access revocation.
• Coordinate equipment returns and required documentation.
• Ensure departing employees acknowledge applicable confidentiality and restrictive covenant obligations.
• Coordinate knowledge transfer and account reassignment with the employee's supervisor.
• Maintain complete and accurate offboarding documentation.

Qualifications & Experience

• 3+ years of experience in training, learning and development, or a supervisory position with significant training responsibilities.
• Community association management experience is preferred.
• Experience with CINC Systems is strongly preferred.
• Familiarity with AvidXchange, Vonage or comparable VoIP systems, and AI-assisted workflow tools is a plus.
• Demonstrated ability to build training programs and materials from the ground up.
• Strong ability to understand and communicate technical information across multiple departments.
• Excellent presentation and facilitation skills with both individuals and groups.
• Comfortable delivering training in person as well as virtually.
• Strong interpersonal and communication skills with the ability to work effectively with employees, supervisors, leadership, and client-facing audiences.
• Strong organizational skills and attention to detail.
• Ability to exercise discretion and sound judgment when handling employee offboarding and performance-related training matters.

What Success Looks Like: Success in this position will be measured by:

• Reduced time to productivity for new hires.
• Successful completion of employee competency checks.
• Strong adoption of new systems, programs, and processes.
• Reduction in repeat errors and escalations involving trained responsibilities.
• Completion of board training for transitioning communities within established timelines.
• Consistent annual board refresher training.
• Accurate and timely completion of employee offboarding requirements.
• Positive feedback from supervisors and Regional Directors regarding training effectiveness and responsiveness.

About Cusick Community Management

Cusick Community Management is a division of Summit Management Partners serving more than 300 communities throughout the Carolinas. The company operates from offices in Charlotte, Rock Hill, and Raleigh and provides community association management services to communities throughout the region.