Customer Adoption/Training Executive (Saas)

About IRIS

IRIS Software Group is one of the UK's largest privately held software companies, trusted by 100,000+ businesses, schools and accountancy firms to keep their operations running. Our software pays 1 in 6 UK employees, supports over 12,000 schools, and is relied on by 91 of the top 100 UK accountancy firms.

We're a Great Place to Work® certified employer, recognised for our commitment to well-being, inclusion and development - and we're growing fast.

Training Customer Enablement Executive

Department: Customer Success

Location: UK

Employment type: Full-time

Job Summary

The Customer Enablement Executive is responsible for training customers and helping them understand how to get the best value from their product. Through proactive education, engagement and support, the role helps customers build confidence, increase usage and realise the benefits of their solution as quickly as possible.

Working as part of the Customer Success function, the role focuses on supporting customers through targeted training, adoption activity and regular engagement. A key focus is identifying customers in a red state, understanding the root cause of low usage or limited engagement, and providing the right guidance, training and follow-up to help move them towards a green, value-realising position.

The Customer Enablement Executive acts as a trusted guide across the customer journey, helping customers overcome barriers, embed product knowledge and see measurable value from their solution.

Key Responsibilities

Customer Training and Enablement

· Conduct Microsoft Teams or Zoom calls where required for Customer Engagement referrals.

· Maintain the Customer Engagement section in CRM Viewer for all payroll clients.

· Regularly update the Red RAG 1 document with communication updates and training progress.

· Book one-month follow-up calls with clients who have requested training to discuss progress, feedback and any further training gaps, and update CRM Viewer with relevant comments.

· Maintain the Customer Engagement mailbox on a daily basis.

· Support the Content Designer with external training sessions.

· Follow up payroll client queries with the relevant internal support teams.

· Share feedback on possible bureau training gaps or pushback with Client Payroll Team Leads.

Collaboration

· Work closely with Product Owners, Learning and Development, and Managed Service Team Leads to drive improvements.

· Attend relevant weekly meetings with key stakeholders, such as RAG and Onboarding.

· Attend monthly Staffology Payroll Showcase meetings across all relevant areas, including HR, Education and Payroll.

Key Performance Indicators (KPIs)

Typical success measures may include:

· Training session completion rate over a quarter.

· Consistent movement of client RAG status from red to green.

· Positive customer satisfaction scores (CSAT).

· Customer testimonials and success cases.

· Customer retention rates.

Skills and Experience

Essential

· Experience in a customer-facing role and working in high-performing teams.

· Ability to train customers, resolve issues and help customer build confidence in products.

· Excellent communication and presentation skills.

· Strong organisational and time management skills, ensuring CRM systems are kept up to date and diaries are managed effectively.

· Ability to build rapport and trust with customers.

· Experience in delivering training sessions to clients on a one-to-one basis and to larger groups.

Why You’ll Love Working Here

• Impact: Your work will influence millions globally.

• Growth: Continuous learning and career development opportunities.

• Belonging: A culture that celebrates diversity and empowers every individual.

Ready to Apply?

Click Apply - we’re excited to learn about your unique perspective and experience. If you need adjustments during the process, let us know. We’re committed to making this opportunity accessible to everyone.

What to expect from our hiring process

Our process is designed to be fair, transparent and straightforward. Stages vary depending on the role - more senior positions may involve additional steps, and some areas include role-specific assessments such as a technical test or case study - but typically you can expect:

• Application review - we assess your experience and potential

• Initial call - a short conversation to learn about you and share more about the role

• Skills assessment - tailored to the position, e.g. case study, coding challenge or portfolio review

• Final interview - meet the team and explore how you'll make an IMPACT at IRIS

We'll always walk you through the specific stages at the start of the process so you can prepare with confidence.

If you need any adjustments or accommodations during the process, let us know, we’re committed to making this experience accessible for everyone.