The Sales Enablement Manager is responsible for creating and driving enablement initiatives across our Customer Success organization. The Sales Enablement Manager should be a strategic thinker who can build strong relationships with Customer Success and Sales Managers, deeply understand their business priorities, and work collaboratively to develop and deliver effective programs. The Sales Enablement Manager will own the process end-to-end including needs analysis, content development, training delivery, communication, optimization and outcome assessment.

Core Responsibilities:

- Developing and Implementing Enablement Programs:

- Designing and delivering training programs for customer success and strategic account managers. Trainings on product knowledge, defined motions, sales processes, and best practices.

- Creating and maintaining onboarding programs for new CSM's and SAM's

o Developing and delivering ongoing learning and development opportunities

o 1:1 coaching and development for ramping CSMs and SAM's

- Content Creation and Management:

- Creating and maintaining a library of resources, including presentations, guides, templates, and FAQs, for team members to use in their daily work.

- Ensuring that content is accurate, up-to-date, and easily accessible.

- Process Improvement:

- Identifying areas for improvement in customer success and sales processes and workflows.

- Collaborating with other teams (e.g., product, marketing, sales) to implement improvements.

- Performance Measurement and Analysis:

- Tracking key metrics related to customer success, such as Playbook success, Retention initiatives, overall success of onboarding programs.

- Analyzing data to identify trends and areas for improvement.

- Collaboration and Communication:

- Working closely with Team members to understand their needs and challenges.

- Serving as a point of contact for CSMs & SAMs on enablement-related questions and issues.

- Collaborating with other teams to ensure cohesive customer experience.

Qualifications

- 5+ years of Customer Success, Enablement, Learning & Development or other directly relevant experience

- Passion for customer success, empowering others, and delivering value to customers

- Excellent critical thinking skills: able to breakdown business problems and create programs that align to business goals

- Exceptional communication skills and ability to work across groups and geographies

- Ability to design, develop and deliver fully executed programs and resources - this is a doing role!

- Results-oriented; able to accomplish both project and team goals

- Able to lead with authority on enablement programs and trainings

- A team player capable of high performance and flexibility in a fast-paced environment