Customer Training & Enablement Manager (Sydney or Melbourne, Remote)

About Optimal

Optimal is a leading provider of user experience (UX) research tools that empower organizations to create exceptional digital products. Our platform offers a suite of tools for conducting various UX research methods, including usability testing, card sorting, and tree testing and more. We are committed to helping our clients make data-driven decisions and deliver outstanding user experiences.

The role

We’re looking for a Customer Training and Enablement Manager to join our team and help guide our customers and prospects in making the most of Optimal’s tools. This is an exciting opportunity to play a key role in shaping the success of our customers, driving new business, and ensuring growth and retention in a collaborative environment.

This is a remote role, either in Melbourne or Sydbey.

What you'll do:

As the go-to expert on research practices and tools, you’ll be empowering both new and existing customers by delivering engaging, hands-on training and support that drives success.

Customer Enablement & Training:

• Design and deliver personalized onboarding and training, both online and in-person (1:1 and group settings), to ensure customers can fully harness Optimal Workshop’s platform
• Manage a book of business of around 30-40 customers to ensure their successful onboarding and adoption and drive positive renewal outcomes
• Create educational content like webinars, guides, and videos that make using our tools fun and easy
• Help customers build confidence in using the platform independently and check in regularly to ensure they’re hitting their research goals
  

Sales Enablement & New Business Support:

• Work alongside Sales and Customer Success to generate new business and help current customers grow
• Be the expert on research tools during pre and post-sale engagements, including demos, presentations, training and workshop facilitation
• Build strong relationships with customers to ensure retention and find new opportunities for growth within existing accounts

Research Consultation & Guidance:

• Guide customers on research best practices and how to leverage Optimal’s tools for effective user research
• Collaborate with internal teams to improve research workflows and ensure customers get the most value from our tools
• Share your expertise with customers through casual lunch & learns or office hours, always focused on best practices

Internal Advocacy & Thought Leadership:

• Partner with Marketing to create content that shows the power of UX research in driving better customer outcomes
• Help internal teams understand how research insights can shape strategies and boost overall company success

What we’re looking for:

• Knowledge in UX, UX research, design or product development practices: Understanding of UX, design and research methodologies and best practices, including knowledge of how usability testing, surveys, card sorting, and user interviews fit into the product development lifecycle
• Customer-facing experience: Proven track record in a customer-facing role, such as solutions consulting, customer success, or training and ideally in a SaaS environment
• Exceptional communication skills: Strong presentation, training, and interpersonal skills, with the ability to communicate complex research concepts clearly to diverse audiences
• Problem-solving mindset: Ability to analyze customer needs and recommend tailored research solutions that drive business outcomes
• Cross-functional collaboration: Experience working across teams (Sales, Marketing, Customer Success) to implement research insights and best practices company-wide
• Tech-savvy and adaptive: Familiarity with UX research tools, preferably Optimal Workshop or similar platforms, and the ability to quickly learn new technologies
• Organized and proactive: Strong time management, organization, and follow-through to ensure both customer success and internal team support 

What’s in it for you:

• Competitive salary (we offer a salary that reflects your experience and the value you’ll bring to our team)
• Annual wellbeing allowance and support
• Generous annual learning and development fund
• Employee Share Option Plan (ESOP) to help you benefit from the long-term success of the company.
• Home office set-up support
• 4 weeks annual leave, plus an additional day off on your birthday!
• Opportunities for professional growth and development
  
• Flexible and remote work (this role is remote, based in Sydney or Melbourne)

Ready to make an impact and help shape the future of UX research? We’d love to hear from you! Apply today to join our team. We’ll be interviewing as applications come in.