Software Training Lead

Working Hours

40 hours per week, core hours 10:00–16:00

Hybrid – 2 days in the office per week

Up to 20% domestic and international travel

This role exists to own and deliver Trust Flight’s software customer training and education programme, ensuring customers have the knowledge and confidence to maximise the value of Trust Flight’s software products. The Training Manager is responsible for face‑to‑face and virtual training delivery, eLearning content, ; directly contributing to product adoption, customer satisfaction, time‑to‑value, and training revenue.

Full ownership of the customer training and education programme, including training curriculum design, content strategy, and delivery scheduling.

Independently manages training delivery priorities, content roadmap and escalates resource constraints and strategic direction changes to the Consultant Manager.

Coordinates with cross‑functional teams (Customer Success, Support, Product) on implementation dependencies but does not commit team resources or approve scope changes.

Global scope; delivers training to UK, European, and international customers across all products.

Internal

Implementation team: coordination on customer onboarding training needs and implementation‑specific training delivery.

Customer Success: alignment on customer adoption gaps, training recommendations, and ongoing enablement needs.

Product Engineering: early access to product changes and new features to update training materials and help articles proactively.

Support: insight into common customer issues and knowledge gaps to inform training content priorities.

Sales & Account Management: support with customer training as part of commercial proposals and expansion conversations.

External

Customers: direct engagement for face‑to‑face and virtual training delivery, training needs assessment, and feedback gathering.

eLearning platform vendors: management of LMS tools and content delivery infrastructure.

Design, deliver, and continuously improve face‑to‑face and virtual training programmes across Trust Flight’s product suite (Centrik, Tech Log, MEL Manager, Smart Suite).

Develop and maintain eLearning content that enables customer self‑service learning and scales training delivery beyond instructor‑led sessions.

Scope, schedule, and deliver customer training engagements, including commercially sold training services; work with Implementation and Customer Success to identify adoption gaps and deliver targeted enablement.

Establish and track training effectiveness metrics, using data and customer feedback to continuously improve content quality and delivery approach.

Manage the training content roadmap, prioritising updates based on product releases, customer feedback, and support trends.

Achieve training satisfaction scores of 4.5/5 or above across all delivery formats within the first 12 months.

Increase eLearning adoption and completion rates by 20% year‑on‑year.

Complete onboarding and independently deliver first customer training within the first 60 days.

Trust Flight is an AI‑first organisation. Every role is expected to actively engage with AI tools and digital ways of working to drive efficiency, quality, and innovation.

Tier 2 — AI Practitioner

Applies AI to optimise processes and decisions.

Designs prompts and workflows that leverage AI for analysis, reporting, or automation. Evaluates AI output quality and bias. Identifies new AI use cases within their function. Shares best practices with the team.

• Use AI tools (e.g. Claude, Copilot) to accelerate the creation and updating of training materials, help articles, and eLearning scripts.
• Design AI‑assisted workflows to automate content updates when product features change, reducing time‑to‑publish.
• Leverage AI to analyse training feedback, support ticket trends, and usage data to identify content gaps and prioritise improvements.
• Evaluate and pilot AI‑powered training technologies (e.g. AI‑generated video, interactive tutorials,…