Partner and Customer Enablement Lead

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Oversee structured onboarding, enablement, and country-specific Software User Training with implementing partners utilizing standard learning materials.

• Conduct demonstrations and facilitate interactive hands-on sessions that provide added value beyond self-directed learning.

• Assist in field monitoring visits and ensure software release alignment with partners.

• Stay updated with internal software knowledge as the product develops.

• Train new Peek employees on Peek Capture and Admin systems.

• Mentor and develop core teams, Trainer of Trainers lead trainers, Partner-as-Trainer representatives, and Training Consultants.

• Assure the quality of training models and oversee delivery through on-site observation and remote monitoring.

• Provide coaching and constructive feedback where quality is lacking, confirming improvements through data-driven decision-making.

• Reinforce screening and referral protocols, while governing the quality of practice through remote monitoring.

• Incorporate quality assurance findings and trends into quarterly reports.

• Participate in program design workshops and lead configurations with Programme Management Leads and partners.

• Convert program designs into precise configurations and support accurate data reporting.

• Question requests that jeopardize data integrity and identify compliant alternatives.

• Validate and test workflows with program managers, IT leads, and partner stakeholders before training sessions.

• Take ownership of software adoption and behavior-change outcomes, monitoring usage, engagement, and outcome data.

• Report program-level outcomes against OKRs and take corrective actions through coaching, protocol reinforcement, configuration review, or escalation.

• Review training materials for accuracy and field applicability, gathering feedback from partners.

• Manage and prioritize partner queries, tickets, bugs, and enhancement requests; resolve first-line support issues within SLAs.

• Escalate issues to Application Support and Product Development with detailed reproduction information, impact, and urgency.

• Plan and oversee multiple country programs and internal projects concurrently.

• Maintain enablement plans, timelines, dependencies, time investment, and ownership using Monday.com.

• Keep internal and external meeting notes updated and accessible.

• Prioritize tasks against OKRs, adhere to timelines, and flag risks and dependencies.

• Assist colleagues through knowledge sharing, work coverage, and peer reviews.

• Represent Peek at industry events, supporting clear messaging and branding.

⛳️ Requirements

• A qualification in teaching or training.

• At least 2 years of experience as a teacher, trainer, or facilitator.

• Proven experience in training teams remotely in low to middle-income countries (LMICs).

• Strong understanding of software products, configuration, and customer adoption.

• Demonstrated experience in managing customer or partner relationships and driving programs towards improved outcomes.

• Excellent coaching and facilitation abilities.

• Outstanding communication and presentation skills.

• Capability to explain technical concepts to non-technical audiences and adapt to varying levels of literacy, digital skills, English proficiency, and cultural contexts.

• Comfort with data, tracking engagement and outcomes, drawing sound conclusions, and translating them into actionable interventions.

• Exceptional time and program management skills.

• High degree of personal ownership and accountability; self-motivated and dependable in a self-directed environment.

• Collaborative, team-oriented mindset.

• Adaptable to change with a focus on scalability.

• Willingness and ability to travel up to 40% annually.

• Must be at least 18 years old.

🏝️ Benefits

• Flexible working hours throughout the week.

• Approximately a 40-hour full-time work week.

• Remote work with daily overlapping hours from 11:00 to 16:00 UTC.

• Opportunities to travel to programs in various countries.

• Supportive and mission-driven colleagues.

• Professional development opportunities through knowledge sharing, peer reviews, and participation in industry events.

• Commitment to equal opportunity employment.

• Video-conferenced interview process.

• Compensation aligned with local market salary ranges for each jurisdiction.