Description:
The Senior CS Product Enablement manager focuses on ensuring that the CS are informed on all product aspects and implications, as relevant to their required level. You orchestrate and create the delivery of knowledge originated from Product, Product Marketing and CS Engineering in a way that CS can work with and benefit from. You translate knowledge into content and training to engage, connect and inspire the CS team. Your efforts will directly impact our team's efficiency, our customer's product experience, and ultimately contribute to the company's retention and growth objectives.
What will you do?
- Ownership of the readiness of all CS customer-facing teams on all aspects of the product.
- Identify knowledge gaps and performance improvement opportunities within the CS team.
- Collaborate with cross-functional teams to gather product updates, features, and best practices to incorporate into training materials.
- Work closely with Product and Engineering to understand new product features, the roadmap, and how it ties back to solving customer problems. Then translate and deliver to the different CS teams.
- Planning and providing product launch and releases training, considering how product capabilities impact their efforts.
- Support the creation of CS and customer-facing educational resources to empower self-service and enhance customer engagement.
- Create and run various certifications for CS teams
- This role requires the skill to translate technical details into value and storytelling, and assist others in doing the same.
- Monitor and evaluate the effectiveness of enablement strategies and tools, adapting as needed to meet changing business and team needs.
You will work with our other CS Enablement team members to:
- Design, develop and maintain training strategies and programs for CS
- Create and carry out tailored and effective programs and projects for the CS teams
- Work collaboratively to gather and relay feedback to allow for continuous iterations on the enablement strategy
- Implement tools and processes aligned with the global company efforts and adjusting them to the CS relevant aspects
- And more…as this company and department grows the role and remit will evolve too.
Requirements
Requirements are often considered a measure of how equipped you are to do the job, but sometimes, they aren’t the only factor. If you don’t have nearly enough experience, or not all the skills, we’d still like to hear from you. This could be the perfect fit for you and us.
- Demonstrable experience of over 4 years leading Product Enablement efforts: strategy, tasks and teams, ideally within SaaS / Customer Success environments
- Experience in customer facing roles, preferably in a global organization.
- Prior experience in CS facing roles or product training roles is required.
- Experience in creating product training programs, building them and improving them.
- Detail-oriented with exceptional organizational, documentation, and time-management skills.
- Hands-on experience with CS and Project management tools (e.g. Salesforce, Tableau, Asana, Highspot) - preferred
- Multi-lingual - preferred