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.

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

• 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.

• 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.

• 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.

• 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
• Experience with in contact centre technology or CX platforms.
• 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.

• 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 Max Contact, 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.
• Enhanc…