Training Manager

About the Role

We are looking for a passionate Training Manager to build and develop high-performing customer-facing teams. The role involves training client-facing employees on Grexa’s internal and customer-facing software, business processes and objection handling. The goal is to equip teams to deliver an exceptional customer experience while driving product adoption, account growth, renewals, and retention.

The ideal candidate should have experience in software training, software sales, or IT support, along with a strong passion for coaching and developing people.

Key Responsibilities

• Conduct new hire training, covering products, customer lifecycle, internal processes, and tools.
• Deliver training on customer relationship management, product adoption, renewals, upselling, cross-selling, and account expansion.
• Facilitate mock customer interactions, role plays, and case studies based on real business scenarios.
• Partner with leaders, product managers and Quality teams to identify re-training items, performance gaps and implement targeted learning interventions.
• Conduct refresher programs whenever new features, products, or processes are introduced.
• Coach team members through one-to-one feedback sessions to improve customer conversations and business outcomes.
• Measure training effectiveness through assessments, performance metrics, and quality scores.
• Maintain training documentation, learning records, certifications, and MIS reports.
• Continuously update training content to align with product enhancements and evolving business requirements.

Requirements

• Prior experience in software training, software sales, IT support, relationship management or similar customer facing roles.
• 3-5 years of experience in Training, Learning & Development, or Coaching.
• Excellent facilitation and presentation skills with the ability to engage adult learners.
• Comfortable working with software products and skilled in relationship building, objection handling, and business communication
• Ability to collaborate with cross-functional teams including Product, Operations, Sales, and Quality.
• Graduate/Postgraduate in Engineering or a related technical field is preferred.

What We Offer

• Opportunity to shape the capabilities of a fast-growing Grexa team.
• Exposure to AI products and customer success best practices.
• Cross-functional collaboration with Product, Sales, Operations, and Quality teams.
• A fast-paced environment with significant opportunities for career growth in Learning & Development.