Internal Enablement and Training Manager
Department:
Customer Operations Employment Type:
Permanent - Full Time Location:
London - Paddington
Description
We are at a key turning point in the organisation, with this role and the Knowledge Manager role being critical to the success of our internal enablement project success. We, as a business, now have internal training and development as a priority and you will have the infrastructure to enable you to thrive in this role. Your role, as Internal Enablement and Training Manager, will be ensuring that our internal teams, particularly Customer Support and Sales, are fully equipped with the product knowledge and soft skills needed to excel. You will develop and deliver tailored training sessions to help our teams understand our products inside and out, effectively address customer needs, and close deals efficiently. This is a high-impact role aimed at increasing internal effectiveness, driving productivity, and improving the overall customer experience. You will have a lot of opportunity to make meaningful contributions to the increased success of our teams, and will have a varied role with no shortage of priorities to get your teeth into.
Key Responsibilities
Product Knowledge Development:
Quickly acquire in-depth knowledge of the company’s products, including features, functionality, and value propositions. Keep training materials up-to-date with the latest product updates. Training Design & Delivery:
Develop engaging training programs and content that educate internal teams (Customer Service, Sales, and Account Management) on product offerings, industry best practices, and soft skills. Enablement Strategy:
Build and execute a comprehensive internal enablement strategy to elevate our teams’ proficiency in product knowledge, sales techniques, and customer service skills. Content Creation:
Develop training resources including manuals, e-learning content, job aids, and presentation materials that cater to different learning styles (visual, auditory, hands-on). Workshops and Training Sessions:
Facilitate workshops, onboarding programs, and ongoing skill development sessions for employees, focusing on both product knowledge and interpersonal communication skills. Sales Enablement:
Collaborate with Sales Leadership to identify gaps in the sales process and build targeted programs to enhance sales skills such as consultative selling, objection handling, and closing techniques. Customer Service Excellence:
Create training to elevate the quality of customer interactions, focusing on active listening, empathy, problem-solving, and ensuring positive customer outcomes. Performance Monitoring:
Track the effectiveness of enablement programs through assessments, feedback, and performance metrics, making necessary adjustments to improve outcomes. Collaboration with Cross-functional Teams:
Work closely with Product, Marketing, and HR teams to ensure alignment of training programs with business objectives and product changes.
Skills, Knowledge & Expertise
Experience:
Minimum of 3-5 years of experience in training, enablement, or a similar role, ideally within a SaaS or tech-driven environment but we would consider any relevant industry experience if you are a keen learner! We would also consider candidates with a Customer Success background. Product Knowledge Ability:
Proven ability to quickly understand and master new software products, with the capability to simplify complex concepts for diverse audiences. Training & Facilitation Expertise:
Strong experience in designing and delivering training programs, both in-person and virtually, using various methods and tools to meet the needs of adult learners. You should feel confident in adapting and tailoring programs to suit different learning styles as well as the needs of the business. Customer Service & Sales Training:
Demonstrated experience in developing training content related to customer service excellence and sales skills, with a focus on improving team performance. Communication Skills:
Exceptional written and verbal communication skills, with the ability to inspire, engage, and motivate learners. Instructional Design:
Knowledge of instructional design methodologies and the ability to create content for diverse learning formats (e-learning, classroom, on-the-job). Collaboration & Influence:
Ability to build strong relationships across departments and influence without direct authority. Working with senior stakeholders across the business and with SME's in departments, you will be collecting and collating business specific information to create these training programs. Adaptability:
Comfortable in a fast-paced environment, adaptable to change, and able to pivot training programs to meet evolving business needs.
Job Benefits
At Dye & Durham we strive to be visionaries! As a leader in our field, we ensure our employees are ready for the next challenge in their journey with us by offering internal and external training opportunities. We offer competitive salaries and a whole host of benefits including healthcare, pension, company discounts, wellness programs, and paid days off to move house or volunteer for your favourite charity. Do you share our DNA? We ask how tomorrow can be better than today We are passionate about solving our customer's challenges Our ideas break boundaries We value different perspectives and encourage dialogue We take ownership and celebrate together
#J-18808-Ljbffr
Department:
Customer Operations Employment Type:
Permanent - Full Time Location:
London - Paddington
Description
We are at a key turning point in the organisation, with this role and the Knowledge Manager role being critical to the success of our internal enablement project success. We, as a business, now have internal training and development as a priority and you will have the infrastructure to enable you to thrive in this role. Your role, as Internal Enablement and Training Manager, will be ensuring that our internal teams, particularly Customer Support and Sales, are fully equipped with the product knowledge and soft skills needed to excel. You will develop and deliver tailored training sessions to help our teams understand our products inside and out, effectively address customer needs, and close deals efficiently. This is a high-impact role aimed at increasing internal effectiveness, driving productivity, and improving the overall customer experience. You will have a lot of opportunity to make meaningful contributions to the increased success of our teams, and will have a varied role with no shortage of priorities to get your teeth into.
Key Responsibilities
Product Knowledge Development:
Quickly acquire in-depth knowledge of the company’s products, including features, functionality, and value propositions. Keep training materials up-to-date with the latest product updates. Training Design & Delivery:
Develop engaging training programs and content that educate internal teams (Customer Service, Sales, and Account Management) on product offerings, industry best practices, and soft skills. Enablement Strategy:
Build and execute a comprehensive internal enablement strategy to elevate our teams’ proficiency in product knowledge, sales techniques, and customer service skills. Content Creation:
Develop training resources including manuals, e-learning content, job aids, and presentation materials that cater to different learning styles (visual, auditory, hands-on). Workshops and Training Sessions:
Facilitate workshops, onboarding programs, and ongoing skill development sessions for employees, focusing on both product knowledge and interpersonal communication skills. Sales Enablement:
Collaborate with Sales Leadership to identify gaps in the sales process and build targeted programs to enhance sales skills such as consultative selling, objection handling, and closing techniques. Customer Service Excellence:
Create training to elevate the quality of customer interactions, focusing on active listening, empathy, problem-solving, and ensuring positive customer outcomes. Performance Monitoring:
Track the effectiveness of enablement programs through assessments, feedback, and performance metrics, making necessary adjustments to improve outcomes. Collaboration with Cross-functional Teams:
Work closely with Product, Marketing, and HR teams to ensure alignment of training programs with business objectives and product changes.
Skills, Knowledge & Expertise
Experience:
Minimum of 3-5 years of experience in training, enablement, or a similar role, ideally within a SaaS or tech-driven environment but we would consider any relevant industry experience if you are a keen learner! We would also consider candidates with a Customer Success background. Product Knowledge Ability:
Proven ability to quickly understand and master new software products, with the capability to simplify complex concepts for diverse audiences. Training & Facilitation Expertise:
Strong experience in designing and delivering training programs, both in-person and virtually, using various methods and tools to meet the needs of adult learners. You should feel confident in adapting and tailoring programs to suit different learning styles as well as the needs of the business. Customer Service & Sales Training:
Demonstrated experience in developing training content related to customer service excellence and sales skills, with a focus on improving team performance. Communication Skills:
Exceptional written and verbal communication skills, with the ability to inspire, engage, and motivate learners. Instructional Design:
Knowledge of instructional design methodologies and the ability to create content for diverse learning formats (e-learning, classroom, on-the-job). Collaboration & Influence:
Ability to build strong relationships across departments and influence without direct authority. Working with senior stakeholders across the business and with SME's in departments, you will be collecting and collating business specific information to create these training programs. Adaptability:
Comfortable in a fast-paced environment, adaptable to change, and able to pivot training programs to meet evolving business needs.
Job Benefits
At Dye & Durham we strive to be visionaries! As a leader in our field, we ensure our employees are ready for the next challenge in their journey with us by offering internal and external training opportunities. We offer competitive salaries and a whole host of benefits including healthcare, pension, company discounts, wellness programs, and paid days off to move house or volunteer for your favourite charity. Do you share our DNA? We ask how tomorrow can be better than today We are passionate about solving our customer's challenges Our ideas break boundaries We value different perspectives and encourage dialogue We take ownership and celebrate together
#J-18808-Ljbffr
