• Create a dynamic training curriculum and change management program • Develop and refine a dynamic training curriculum tailored to customers' technical aptitude (beginner, moderate, advanced), department, role, persona, and agency size. • Design and execute structured change management programs grounded in best practices, helping agencies move beyond onboarding to genuinely reorienting their workflows around Swiftly — so staff adopt it as a core tool for their job functions, not just a new system to learn. • Deliver personalized training across the customer journey • Lead remote and on-site training for transit agencies during implementation (new customers and upsells) in coordination with Swiftly's Implementation Managers. • Support post-implementation training for existing customers in collaboration with Account Managers. • Training sessions include creating and presenting materials, guiding users through Swiftly's solutions via live demonstrations, and answering product-related questions ranging from basic to technical — including how underlying data sources and integrations affect what customers see in the platform. • Lead internal enablement on new products and features • Develop and deliver comprehensive training sessions for internal teams — including Implementation Managers, Customer Success Managers, and Account Managers — to ensure deep understanding of new products and features. • Collaborate with Product, Marketing, and Sales teams to gather insights and align on key messaging, feature benefits, and use cases. • Act as a subject matter expert (SME) for new products and features, providing ongoing support and clarification to internal teams as needed. • Develop and maintain product education and knowledge base resources • Create resources including (but not limited to): training videos (product-, feature-, or persona-specific), knowledge base articles, and written workflow and standard operating procedure guidance. • Maintain an up-to-date product education library, ensuring content aligns with evolving Swiftly features and workflows. • Leverage AI tools to accelerate content development — drafting, refining, and maintaining training materials, knowledge base articles, and video scripts at scale without sacrificing quality. • Design and lead 1:many product education opportunities • Design and facilitate live webinars and workshops to drive adoption of new features and best practices. • Identify trends in customer challenges and proactively create educational opportunities for broader audiences.

• Serve as a trusted advisor, driving a cross-functional, unified customer experience. • Help customers achieve business objectives through the usage of technology. • Manage schedule and priorities to help customers achieve their goals. • Provide meaningful insights to develop and drive a holistic customer strategy. • Create a long-term relationship with assigned customers while developing an understanding of their technical goals.

• Working towards becoming a Subject Matter Expert (SME) • Developing standard processes within your areas of expertise and be a champion for their adoption • Forging strong partnerships with customers and colleagues • Managing the CAM engagement with a customer using strong project management practices while also developing solutions to business problems • Taking ownership of your customer’s continued success by ensuring accurate adoption of the platform • Engaging customers in enlightened business need discussions versus feature/function basics. Continually drive customers toward their strategic goal • Providing a strong technical understanding of our product with the ability to discuss and demonstrate the full Coupa platform and how it may be configured to meet a customer’s business needs • Building and/or improve templates, training and presentations • Handling customers where up to 25% of your time may include travel

Role Description Looking for a hands-on behaviour change and UX expert to anchor product development and adoption in user insights and behavioural science. You will take ownership of user research and behaviour-led design across our products and services. You will partner with product teams to make development farmer-first and with marketing and operations teams to ensure smoother adoption among farmers and team. Job Type: Full Time Location: Hyderabad/Remote Reporting to: VP of Product Level: Sr. Manager / Head Key Responsibilities - Lead user research with farmers and field staff to understand behaviours and adoption barriers, and translate into product direction. - Design and iterate user experiences based on real usage and feedback. - Apply behaviour change principles to product design and rollout to drive adoption and sustained use. - Partner with Product and Engineering to turn research insights into improvements. - Work with Marketing and Operations on behaviour-led onboarding and adoption strategies for farmers and internal staff. - Stay hands-on through pilots and scale-up, maintaining learning loops as products scale. Qualifications - Experience in user research, product design, behavioural design, or related roles. - Strong understanding of behaviour change concepts and experience in applying them. - Experience working with various teams to translate research and conceptual insights into actions and getting them implemented. - Comfort (and enjoyment) with field-based research and direct interaction with users. - Experience with technology products in addition to physical services. Nice-to-Haves - Experience working with rural users or farmer-facing products. - Background in agriculture, livelihoods, development, or social impact sectors. - Experience in taking early-stage or prototype products from concept to scale. Hiring Process - Apply on jobs.kheyti.com - Initial call - Panel interview with product team - Field visit + Final interview - Reference checks