Partner and Customer Enablement Lead at Peek Vision

Key Responsibilities

• Lead structured onboarding, enablement and in-country Software User Training (SUT) with Peek’s implementing partners using standard learning assets (digital and non-digital). Deliver demonstrations and facilitative hands-on sessions where they add value beyond self-serve learning.
• Support field monitoring visits and facilitate software release alignment with partners ensure they keep up to date with Peek’s latest releases
• Stay up to date with internal software knowledge as Peek’s product evolves
• Train new Peek staff on Peek Capture and Admin
• Coach and develop core teams, Trainer of Trainers (ToT) lead trainers, Partner-as-Trainer (PaT) representatives and Training Consultants so Peek training is cascaded confidently and independently
• Quality assure all Peek training models (ToT, PaT and subsequent cascade models) from Peek through partners’ trainers to end users, using on the ground observation and remote monitoring against the certification framework’s QA criteria. Coach and give feedback where quality falls short, confirming improvement with data informed decision making. Own the assurance and sign-off your core team SUT certification decision, where readiness depends on cascade quality and programme screening outputs.
• Through remote monitoring, reinforce screening and referral protocols and govern quality of practice, catching issues early and intervening with core teams where necessary. Align quality assurance (QA) activity to team and organisational OKRs, feeding findings and trends into quarterly reporting
• Attend in-country programme design workshops, leading on configuration. Translate agreed designs into accurate configuration with country Programme Management Leads (PMLs) and partners, following best practice and supporting clean data reporting. Challenge requests that compromise data integrity, finding compliant alternatives with PMLs, partners, Data Insights, Product and Peek’s Software Application Support Engineer. Validate and test workflows with Programme Managers (PMs), IT leads and partner stakeholders before SUT training, ensuring users understand the operational flow created
• Own software adoption and behaviour-change outcomes so partners use the software confidently, correctly and independently. Monitor usage and engagement alongside outcome data e.g. referral outcomes, false positive rates, screening practices, connected to care rates distinguishing adoption issues from protocol, capability or operational causes. Report programme level outcomes against OKRs working with the Partner and Customer Enablement team and Data Insights team to test interpretations. Intervene proactively through coaching, corrective input, protocol reinforcement, configuration review or escalation, and follow up with partners accordingly
• Act as a Subject Matter Expert (SME) working with the wider enablement team reviewing materials for accuracy and field deliverability so Peek training assets keep improving. Gather partners feedback systematically and channel recurring themes into learning assets, configurations standards or product change working with respective Peek teams
• Own and triage incoming partner queries, tickets, bugs and enhancement requests, resolving at first line support within agreed SLAs and keeping partners updated. Escalate where needed to the Application Support Engineer and Product Development team with clear reproduction detail, impact and urgency.
• Plan and manage multiple country team programmes in parallel alongside internal projects with a realistic view of your capacity and flagging conflicts early to the Head of Partner and Customer Enablement.
• Maintain enablement plans covering scope, timelines, dependencies, time spent and owners using Monday.com boards. Keep internal and external meeting notes current and transparent to Peek teams. Prioritise against OKRs, deliver to agreed timelines and flag risks and dependencies in good time.
• Take full ownership and accountability for your workload, decisions and outcomes. Success in the role is dependent on whether partners achieve programme outcomes and how enablement gaps are closed.
• Support colleagues toward shared team goals through knowledge sharing, work cover and peer reviews building strong relationships across functions and geographies.
• Grow your networks at industry events representing Peek and working with our Communications teams to ensure clear messaging and branding of Peek with existing and potential partners\

Key Attributes

• A teaching or training qualification, with a minimum of 2 years experience as a teacher, trainer or facilitator
• Demonstrable experience training teams (remotely) in low-middle income countries (LMICs)
• Strong understanding of software products, software configuration and how customer adoption works in practice
• Demonstrable experience managing customers or partner relationships, effectively managing expectations and
• driving programmes to better outcomes
• Strong coaching and facilitation skills, building capability in others so knowledge sticks. Confident observing
• practice, giving developmental feedback and holding a quality standards with people you don’t manage
• Excellent communication and presentation skills, explaining technical concepts to non-technical audiences, adapting to varying literacy, digital literacy, English proficiency and cultural context. Credible in front of a room or on a call when working with partners remotely.
• Confident with data, tracking engagement and outcomes, reaching sound conclusions and translating them into the correct interventions
• Excellent time and programme management skills
• High personal ownership and accountability where you are self-directed, reliable and able to thrive in a self-managed environment
• A collaborative, team first approach that actively supports colleagues to achieve shared goals
• A scalability mindset, comfortable with change

Desirable Attributes

• An eye health or clinical background (e.g optometry) or understanding of screening and referral pathways  is desirable but not essential
• Customer success, customer enablement or technical account management experience in a software organisation
• Experience of Train-the-Trainer (ToT) or other cascade models including QA of delivery in LMICs
• Experience configuring software for operational and clinical workflows
• Familiar with learning through digital platforms e.g. LMS  or in app
• Additional language skills relevant to Peek’s partner geographies