Training & Support Lead

Location: London (hybrid), with regular travel to customer sites

Reports to: Commercial leadership, with a dotted line into Product Development

Works closely with: Product, Engineering, Sales, Marketing, and Customer Success

The Company:

Our client is a fast-growing, venture-backed AI software company. The business has recently raised a growth round, is growing quickly in the UK, Europe and the US, and keeps adding new capabilities and routes to market.

The product is unique in its level of automation and applicability and has worldwide demand created by regulation and necessity. More details on a first call.

Why This Role Matters:

This hire owns the point where a customer goes from buying the platform to relying on it and becomes the voice of the customer inside the product team. It is the first role of its kind, with real influence over what gets built next.

The Role:

• You will lead customer training and support, connecting customers with the product development and sales teams.
• You will be the main product contact for end users across a wide range of organisations, and your goal is to make sure every customer adopts the platform well and keeps getting value from it.
• The role reports into the commercial side of the business, with a dotted line into product development.

Key Responsibilities:

Customer training

• Plan, set up and deliver a structured training programme for larger enterprise customers and self-serve users, on site and remotely, and keep customers up to date as new capabilities launch.
• Run in-person demos and training sessions for large groups, and screen-share sessions for individual teams.
• Work with sales and marketing to create training materials, guides, videos and support tools that help customers become self-sufficient.
• Own 1st and 2nd tier customer support, including choosing and setting up the systems and tools, and handling direct responses and problem solving.
• Learn customer workflows in depth, such as disclosure requests, data access requests and incident review, including set-ups that run through technology partners, and solve problems with customers so each one gets real value from the platform.
• Oversee training and support processes with the US-based Customer Success Manager, sharing insight and knowledge across both markets.

Product feedback and validation

• Gather, sort and prioritise customer requirements, and feed them back to the product team regularly as a trusted member of the wider product and development team.
• Work with the product team to specify, test and tune new capabilities as they are built, leading internal testing and validation based on your knowledge of customers.

Commercial insight and reporting

• Spot expansion and upsell opportunities and pass them to the sales team.
• Improve customer usage dashboards and reporting, and use the data to target training, flag adoption risk and show impact.

Candidate Profile:

• At least 2-3 years in a dedicated software training role within a high-growth software business.
• Hands-on experience giving direct customer support while working closely with internal product and development teams.
• A track record of solving customer problems and working with a product team to shape and test new features.
• An excellent communicator, comfortable on site with customers, on screen-share calls, and presenting demos and training to large groups.
• Data-driven, with strong skills in data analysis and reporting.
• Proactive and self-motivated, with the leadership to build a function from scratch.
• Experience supporting technical or regulated customers, such as public sector, healthcare, security or insurance.
• Familiarity with video systems, AI/ML products or API-based integrations.
• Working knowledge of data protection rules such as GDPR and data access or disclosure requests.
• Experience setting up support tools and knowledge bases (for example Zendesk, Intercom, Freshdesk or HubSpot) or creating video and e-learning content.

What's On Offer:

• The chance to build the training and support function at a scaling, investor-backed AI company with an exciting roadmap.
• Real influence on the product as a trusted member of the wider product team.
• Work that matters: helping organisations use their data in a way that respects the people in it.

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