Partner and Customer Enablement Lead

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.