Business English Trainer

Job Description: Business English Trainer
Position Overview
We are seeking a Business English Trainer to develop and deliver training programs that enhance the ability of customer-facing teams to communicate effectively with customers by understanding and solving for customer needs and expectations. The ideal candidate will have a strong background teaching and/or coaching English in a business setting (customer success, sales, or service delivery training), with expertise in communication as well as business. This role requires creating training and coaching plans, engaging training content, and facilitating both individual and group sessions to help employees to improve their ability to understand and communicate effectively in English (both written and spoken).

Key Responsibilities
Training Design & Delivery

• Develop and deliver comprehensive English communication training programs focused on business communication skills for both individuals and teams (Customer Success Managers, Business Analysts, and Service Delivery Analysts)
• Include both written communications (primarily email and Microsoft Teams) and verbal communication (primarily online meetings) with employees who have an ongoing relationship with customers (not a one and done call center type situation)
• Customize materials using actual communications, situations, and case studies specific both to Tangoe and to the in-scope roles
• Conduct interactive workshops, role-playing exercises, and scenario-based training to enhance learning outcomes
• Assess capabilities at an individual level and develop plans to improve performance. Communicate progress or lack thereof to management on a regular basis
• Utilize e-learning platforms, webinars, and in-person sessions to engage a diverse set of learners.

Program and Project Management

• Develop project plans, milestones, and key performance indicators to facilitate progress and use data to show communication is improving
• Track and report progress against agreed upon plan weekly, monthly, and quarterly both at the individual level, by team, and for the entire program

Curriculum Development

• Design training materials, guides, and job aids (quick reference guides, peer review, etc.) that align with business goals and customer success best practices
• Continuously update training content based on customer feedback, industry trends, and business priorities
• Leverage existing tools such as spell check, grammar check, Grammarly, and Tangoe GPT and teach employees how to use them effectively. Recommend additional tools if needed
• Collaborate with leadership and stakeholders to tailor training programs for various teams (Customer Success, Business Analysts, and Service Delivery Analysts)

Coaching & Performance Enhancement

• Provide one-on-one and group coaching to customer-facing employees to improve understanding, active listening, expectation management, and problem resolution skills
• Identify and teach cultural nuances and differences that can hinder effective business communication (for example nodding your head signals understanding and agreement in western cultures and not just an indication that you are actively listening), tone and conversational pacing, and avoiding informal language, region specific expressions, and colloquialisms that may not be easily understood
• Conduct training assessments, gather feedback, and measure training effectiveness using key performance indicators and customer feedback
• Identify skill gaps and recommend ongoing learning initiatives to enhance customer interactions

Collaboration & Stakeholder Engagement

• Partner with Customer Success, Business Analysts, and Service Delivery teams to understand evolving customer needs and integrate them into training
• Act as a subject matter expert on customer communication skills and strategies and share best practices and lessons learned across teams
• Support onboarding programs to assess new hire business communication skills and abilities and develop training programs and needed

Required Skills & Qualifications
Technical & Functional Skills

• Proven experience in training and coaching English business communication
• Strong instructional design skills and experience in creating engaging training content
• Familiarity with Learning Management Systems (LMS), virtual training tools, and e-learning platforms
• Ability to analyze customer data and feedback to tailor training programs effectively
• Strong understanding of phonetics, speech mechanics, grammar structures, and comprehension

Soft Skills & Competencies

• Excellent English business communication and presentation skills
• Strong problem-solving and conflict-resolution abilities
• High emotional intelligence with the ability to coach employees
• Ability to manage multiple training projects and adapt to changing priorities
• Passion for training, coaching, and customer experience
• Exceptional interpersonal skills with the ability to engage and motivate learners effectively.

Experience & Education

• Bachelor’s degree in business, communication, education, or a related field
• 5+ years of experience in English training, coaching, or a similar role
• Certification in training, coaching, or instructional design (e.g., CPTM, ATD) is a plus
• Expertise in business and corporate communication training, both verbal and written
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This role is work from office, based out of Tangoe’s Bangalore office.

Why Join Us?

• Opportunity to shape and impact the success of our customer facing employees within a fast-paced and dynamic organization
• Work with cross-functional teams to drive a culture of outstanding performance
• Gain exposure to industry-leading customer success strategies and contribute to business growth and retention goals
• Competitive salary and benefits package
• A dynamic, collaborative, and supportive work environment
• Access to advanced communication tools and training platforms
• Opportunities for professional growth and skill enhancement