Partner and Customer Enablement Lead

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Partner and Customer Enablement Lead based in United States.** This role sits within a global Training & Support function focused on helping partners and software users adopt technology confidently and effectively. You will lead enablement, coaching, training, and quality assurance across international programmes, with a particular focus on low- and middle-income countries. The position combines customer enablement, programme delivery, software configuration, data-informed quality management, and stakeholder engagement. You will coach partner trainers to independently cascade learning while ensuring training quality and programme outcomes remain consistently high. The role offers significant ownership, with responsibility for identifying adoption gaps, improving user behaviour, and driving measurable outcomes. You will collaborate across product, data, programme management, support, and communications teams in a distributed and mission-driven environment. With up to 40% international travel, this is an opportunity to make a tangible impact through technology-enabled health programmes across multiple countries. ### Accountabilities - Lead structured onboarding, enablement, and in-country Software User Training using established digital and non-digital learning assets. - Deliver demonstrations and hands-on facilitation where additional support is needed beyond self-directed learning. - Support field monitoring visits and help partners stay aligned with software releases and product updates. - Maintain strong internal knowledge of evolving software capabilities and train new team members on relevant platforms. - Coach and develop core teams, lead trainers, Partner-as-Trainer representatives, and Training Consultants to enable effective independent training delivery. - Quality-assure Train-the-Trainer, Partner-as-Trainer, and subsequent cascade models through observation, remote monitoring, certification frameworks, and data-informed feedback. - Reinforce screening and referral protocols through remote monitoring, identify quality issues early, and intervene with coaching or corrective action. - Contribute quality findings and trends to organisational and team OKRs and quarterly reporting. - Participate in programme design workshops, lead configuration activities, and translate agreed operational designs into accurate software configurations. - Challenge configuration requests that could compromise data integrity and work with relevant technical and programme stakeholders to identify compliant alternatives. - Validate and test workflows with programme managers, IT leads, and partner stakeholders before training and rollout. - Own software adoption and behaviour-change outcomes by monitoring usage, engagement, referral outcomes, screening practices, and other programme indicators. - Distinguish adoption challenges from protocol, capability, or operational issues and intervene through coaching, configuration reviews, protocol reinforcement, or escalation. - Act as a subject matter expert, reviewing training materials for accuracy, scalability, and field deliverability. - Gather partner feedback systematically and translate recurring themes into improvements to learning assets, configuration standards, or product development. - Own and triage partner queries, tickets, bugs, and enhancement requests, resolving first-line issues within agreed SLAs and escalating appropriately. - Manage multiple country programmes and internal projects simultaneously, maintaining realistic capacity plans and proactively identifying conflicts or dependencies. - Maintain enablement plans, timelines, dependencies, meeting records, ownership, and progress through structured project management tools. - Represent the organisation at relevant industry events and support clear external messaging and partner engagement. - Take full ownership of workload, decisions, delivery quality, and outcomes while contributing to shared team goals through knowledge sharing and peer support. ### Requirements: - Teaching or training qualification with at least 2 years of experience as a teacher, trainer, or facilitator. - Demonstrable experience training teams remotely in low- and middle-income countries. - Strong understanding of software products, configuration processes, and how customer adoption works in practice. - Demonstrable experience managing customer or partner relationships, setting expectations, and driving programmes toward stronger outcomes. - Excellent coaching and facilitation skills, with the ability to build lasting capability in others. - Confidence observing professional practice, providing developmental feedback, and maintaining quality standards with individuals outside your direct management line. - Excellent communication and presentation skills, including the ability to explain technical concepts to non-technical audiences. - Ability to adapt communication and training approaches to different levels of literacy, digital literacy, English proficiency, and cultural context. - Strong data literacy, with the ability to monitor engagement and outcomes, identify meaningful trends, and translate findings into appropriate interventions. - Excellent programme, project, organisation, and time-management skills. - High personal ownership and accountability, with the ability to work independently and reliably in a self-managed environment. - Collaborative, team-oriented approach with a willingness to support colleagues and shared objectives. - Scalability mindset and comfort working in evolving environments. - Experience in customer success, customer enablement, or technical account management within a software organisation is desirable. - Experience with Train-the-Trainer or other cascade training models, including quality assurance, is advantageous. - Experience configuring software for operational or clinical workflows is a plus. - Familiarity with digital learning platforms such as LMS or in-app learning environments is beneficial. - An eye health or clinical background, such as optometry, or knowledge of screening and referral pathways is desirable but not required. - Additional language skills relevant to international partner geographies are advantageous. - A strong interest in using technology and data to improve health programme outcomes is beneficial. ### Benefits: - Full-time, 1-year contract with the possibility of extension. - Remote working arrangement within the specified timezone range of UTC -1 to UTC +5. - Flexible working hours, with collective daily overlap from 11:00 to 16:00 UTC. - Approximately 40-hour working week. - Up to 40% international travel, including opportunities to work directly with programmes and partners across multiple countries. - Salary benchmarked against local market ranges by jurisdiction. - Published annual salary benchmarks include 1,890,000–2,225,000 INR for India, 11,000,000–13,400,000 NGN for Nigeria, 3,418,000–4,020,000 PKR for Pakistan, and 3,288,000–3,868,000 KES for Kenya. - Opportunity to contribute to technology-enabled health programmes with tangible international impact. - Distributed, multidisciplinary, and collaborative working environment. - High level of ownership, accountability, and autonomy in the role. - Opportunity to work across training, customer enablement, software, data, programme management, and product functions. - Exposure to international programmes and diverse professional and cultural environments. - Commitment to equal opportunity, diversity, inclusion, and a supportive team culture. - Video-based recruitment process with potential interviews, pre-screening questions, presentations, and project-based assessments depending on the role.