Software Training Lead

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

Work Pattern: Hybrid – 2 days in the office per week

Travel Requirements: Up to 20% domestic and international travel

Purpose of the Role: This role exists to own and deliver TrustFlight’s software customer training and education programme, ensuring customers have the knowledge and confidence to maximise the value of TrustFlight’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.

Scope & Decision-Making Authority: 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.

Key Relationships:

• 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.

Key Responsibilities:

• Design, deliver, and continuously improve face‑to‑face and virtual training programmes across TrustFlight’s product suite (Centrik, TechLog, MEL Manager, SmartSuite).
• 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.

Key Metrics for Success:

• 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.

AI & Digital Competency: TrustFlight 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.

AI Fluency Tier: 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.

Role‑Specific AI & Digital Skills:

• 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, chatbot‑based learning) to scale customer education.

AI Development & Growth:

• Complete TrustFlight’s AI Practitioner onboarding programme within the first 30 days.
• Dedicate 4 hours per month to experimenting with AI tools for training content creation, delivery, and analytics.
• Lead quarterly AI knowledge‑sharing sessions focused on AI applications in customer education and content creation.
• Actively contribute to TrustFlight’s AI community of practice; identify and pilot new AI‑powered approaches to customer training.

Competencies & Behaviours:

• Customer Centricity: Designs training experiences around customer needs; ensures content enables genuine product adoption and self‑sufficiency.
• Communication: Presents complex product concepts clearly and engagingly to diverse customer audiences.
• Innovation: Proactively identifies and implements new training formats, tools, and AI‑powered approaches to scale customer education.
• Attention to Detail: Maintains high‑quality, accurate content across all training materials, eLearning modules, and help documentation.
• Collaboration: Works effectively with Implementation, Customer Success, Product, and Support to align training with customer needs and product changes.

Required Qualifications & Experience:

• 3+ years’ experience in a training, enablement, or customer education role within a SaaS or technology company; one or more of the following:
• Proven track record designing and delivering customer training programmes for technology products.
• Experience creating eLearning content, training guides, and help documentation.
• Experience in the aviation, aerospace, or other regulated industries.
• Comfortable working with technology platforms and learning new software products quickly; strong written and verbal communication skills.

Desirable Skills & Experience:

• Familiarity with the aviation industry, including airline or MRO operations, maintenance processes, or regulatory frameworks.
• Experience with eLearning authoring tools (e.g. Articulate, Camtasia, Loom).
• Experience measuring training effectiveness using data analytics and learner feedback.
• Background in instructional design or adult learning methodologies.
• Experience working with international customers and delivering training across multiple time zones.