Partner and Customer Enablement Lead

This full-time, one-year term position offers a unique opportunity to work remotely within time zones UTC -1 to UTC +5. The role is part of the Delivery division, specifically within the Training & Support team, and involves up to 40% travel annually. Flexible working hours are provided, with daily overlapping hours from 11:00 to 16:00 UTC, totaling approximately 40 hours per week. Reporting to the Head of Partner & Customer Enablement, the Enablement Lead will support implementing partners and software users in low- and middle-income countries to confidently adopt and effectively use Peek’s software and data intelligence platform. This role focuses on coaching, facilitation, and ensuring partners independently deliver quality eye health training using Peek’s reusable learning assets. Success is measured by partner adoption, confident software use, and quality outcomes in eye health screening programs.

Key Responsibilities

- Lead structured onboarding, enablement, and in-country Software User Training (SUT) with partners, using standard digital and non-digital learning assets. Deliver demonstrations and hands-on facilitation to enhance learning beyond self-serve options.
- Support field monitoring visits and coordinate software release updates with partners to ensure they remain current with Peek’s latest features.
- Maintain up-to-date internal software knowledge as Peek’s products evolve.
- Train new Peek staff on core software tools such as Peek Capture and Admin.
- Coach and develop core teams, Trainer of Trainers (ToT), Partner-as-Trainer (PaT) representatives, and Training Consultants to confidently cascade training independently.
- Quality assure all training models from Peek through partners to end users, using observation and remote monitoring aligned with certification frameworks. Provide feedback and confirm improvements based on data-driven decisions.
- Monitor screening and referral protocols remotely, ensuring quality of practice and intervening early where issues arise. Align quality assurance activities with team and organizational objectives, contributing to quarterly reports.
- Participate in in-country program design workshops, leading software configuration alongside Programme Management Leads and partners. Ensure data integrity and validate workflows before training delivery.
- Own software adoption and behavior-change outcomes by monitoring usage, engagement, and program data. Distinguish adoption challenges from operational or capability issues and intervene proactively.
- Act as a Subject Matter Expert (SME) to review and improve training materials, incorporating partner feedback into learning assets, configuration standards, and product updates.
- Manage incoming partner queries, tickets, bugs, and enhancement requests, providing first-line support within SLAs and escalating as necessary.
- Plan and manage multiple country programs and internal projects, maintaining realistic capacity assessments and communicating conflicts early.
- Maintain enablement plans, track progress using project management tools, and keep meeting notes transparent and up to date.
- Take full ownership of workload, decisions, and outcomes, ensuring partners meet program goals and enablement gaps are addressed.
- Support colleagues through knowledge sharing, work cover, and peer reviews, fostering strong cross-functional relationships.
- Represent Peek at industry events, collaborating with Communications teams to promote clear messaging and branding.

Required Qualifications

- Teaching or training qualification with at least 2 years of experience as a teacher, trainer, or facilitator.
- Proven experience training teams remotely in low- and middle-income countries (LMICs).
- Strong understanding of software products, configuration, and customer adoption processes.
- Demonstrated experience managing customer or partner relationships, setting expectations, and driving improved outcomes.
- Excellent coaching and facilitation skills, including giving developmental feedback and maintaining quality standards with non-direct reports.
- Strong communication and presentation abilities, capable of explaining technical concepts to diverse audiences with varying literacy and cultural backgrounds.
- Data literacy with the ability to track engagement, analyze outcomes, and implement appropriate interventions.
- Excellent time and program management skills.
- High personal ownership and accountability, thriving in a self-managed environment.
- Collaborative, team-oriented mindset with a focus on shared goals.
- Adaptability and a scalability mindset comfortable with change.

Preferred Qualifications and Benefits

- Background in eye health or clinical fields such as optometry, or understanding of screening and referral pathways, is desirable but not essential.
- Experience in customer success, customer enablement, or technical account management within a software organization.
- Familiarity with Train-the-Trainer (ToT) or cascade training models, including quality assurance in LMIC contexts.
- Experience configuring software for operational and clinical workflows.
- Knowledge of digital learning platforms such as LMS or in-app training.
- Additional language skills relevant to Peek’s partner regions are advantageous.

Peek is a mission-driven, award-winning organization focused on eliminating avoidable blindness worldwide. Working here means contributing to a global impact alongside supportive colleagues. The role offers competitive compensation benchmarked to local market rates, with salary ranges provided for specific jurisdictions.

Applications must be submitted through the official recruitment site by the closing date of 30 September 2026.