Training and Enablement Manager

This role ensures our knowledge base, onboarding materials, product guides and internal documentation are clear, structured, accurate and aligned to evolving product functionality. As a SaaS business operating in a fast-scaling, AI-enabled environment, this role plays a critical part in customer adoption, operational efficiency and commercial success.

Key Responsibilities

People (Prospects, Customers & Internal Stakeholders)

• Design and deliver engaging product training sessions (virtual and in-person) for customers and internal teams.
• Develop structured onboarding programmes for new customers.
• Create internal enablement materials for Sales, Customer Success and Support teams.
• Work closely with Product, Engineering and CX teams to translate technical functionality into clear, user-friendly guidance.
• Gather feedback from users and stakeholders to continuously improve training materials.
• Support customer adoption initiatives through clear communication and enablement content.

Process (New Business & Commercial Discipline)

• Create scalable training frameworks that support growth and consistent customer onboarding.
• Develop and implement an ongoing training strategy
• Ensure training programmes capture product updates and maximise customer outcomes
• Create structure to measure impact of training

Systems (Data, CRM & Predictability)

• Maintain and manage the company knowledge base and documentation repositories.
• Use documentation and training analytics to measure engagement and effectiveness.
• Support internal systems training (CRM, ticketing systems, AI tools, etc.).
• Ensure documentation reflects current system processes and workflows.
• Leverage AI tools to improve efficiency, clarity and scalability of documentation.

Success Measures

• Reduction in support tickets linked to user error or unclear documentation.
• High customer satisfaction scores for onboarding and training.
• Timely and accurate documentation of new features and updates.
• Increased customer adoption and feature utilisation.
• Positive internal feedback on training quality and clarity.

Values and Behaviours

• Customer value first: Produces clear, outcome-focused documentation that helps customers achieve results.
• Ownership mindset and accountability: Takes full responsibility for documentation accuracy and training quality.
• Curiosity and willingness to learn, particularly around AI and emerging technology: Proactively explores new tools and continuously improves content quality.
• Collaboration over silos: Works cross-functionally to ensure alignment and clarity.
• Adaptable and comfortable in a fast-moving, scaling business: Thrives in change and evolving product environments.

Training and Enablement you will receive

• Structured onboarding (products, customers, systems)
• Systems training across CRM, ticketing and internal tools.
• Exposure to AI-powered contact centre technology.
• Ongoing development opportunities within a scaling SaaS organisation.

Skills and Experience

Essential

• Experience in a SaaS environment.
• Proven experience creating training materials and structured documentation.
• Strong written communication skills with the ability to simplify complex technical information.
• Experience delivering training sessions (virtual and/or face-to-face).
• Strong organisational skills and attention to detail.
• Ability to manage multiple projects and priorities.
•  Proficiency in documentation tools and knowledge base platforms

Desirable

• Experience within contact centre technology or CX platforms.
• Instructional design qualification or relevant certification.
• Experience using AI tools to enhance documentation or training delivery.
• Familiarity with CRM and customer support systems.
• Experience in a scaling or high-growth technology business.

Benefits and Perks

• 25 days annual leave plus your birthday off - So you can genuinely switch off, recharge, and bring your best self to work.
• Increased holiday entitlement with length of service - We recognise commitment and loyalty. As you grow with MaxContact, we give more back because owning it over time should be rewarded.
• Enhanced maternity and paternity packages -We support our people at every stage of life. By enabling families to take meaningful time when it matters most.
• Life insurance - Providing peace of mind for you and your loved ones reflects our commitment to doing the right thing and owning our responsibility to support our people beyond the workplace.
• Enhanced pension options- We help you invest in your future, not just your role today enabling you to make it count over the long term.
• Company-paid sick leave- We trust our people to take the time they need to recover and return well.
• Personal training allowance - We invest in your growth and encourage continuous learning. You’re empowered to develop your skills, challenge yourself, and challenge the status quo for your career and for our customers.
• Buy and sell holiday options- Flexibility matters. This option allows you to shape your working life around what’s important to you.
• Social, charity and culture committee events- We believe strong connections build great teams. These activities bring people together, support our communities, and reinforce our one team mindset.
• Hybrid working (minimum two days in the office)- We balance flexibility with collaboration.