About the Role
As the Senior Enablement Manager, Customer Success, you will be accountable for designing and executing the training programs for 1) our Abnormal customers and 2) the Customer Success (CS) team. You will work with Customer Success leadership to align on priorities and build a program that brings new hires up to speed quickly, provides continuing education and addresses just-in-time training needs. You will use best-in-class training methods, build quality content and monitor effectiveness of our training programs. You will ensure our customer training program is effective and drives customer adoption.
In this job, you will bring these skills
- Prior experience defining, building and delivering enablement programs at a global scale.
- Have designed and administered content via variety of modalities - virtual, in person, asynchronously.
- Solid understanding of customer lifecycle and the role of Customer Success within that journey.
- Strong communicator, highly organized and keen attention to detail.
- Possessing design sensibilities to build content that is easy to understand and consume.
- Experienced with program management tools (ex. Asana) and LMS tools (ex. Workramp, MindTickle, Highspot).
- Strong collaborator, influencer and problem solver.
- Willingness and ability to operate in a fast-paced, dynamic and high growth technology environment.
- Have worked in a training or enablement capacity for 5+ years, including experience with Customer Success and Customer training.
- Cybersecurity background preferred.
Role Responsibilities + Deliverables
- Own the Customer Success training program - outline curriculum, manage content development, acquire content sign-off from intended audience leader and deliver training for onboarding and ongoing learning.
- Own Customer training program - develop and maintain training content and organize into learning paths for self-serve training to accelerate customer platform adoption.
- Build content that is easy for the learner to understand and organize materials simply and intuitively.
- Create training content by working with Abnormal Subject Matter Experts and gathering information from the sources of truth.
- Ensure up-to-date product training is available for CS and customers and that it addresses common FAQs.
- Be accountable for CS materials within enablement technology (ex. MindTickle) and content platforms (ex. Highspot).
- Have a maintenance plan for content produced and ensure materials stay current.
- Develop certifications programs based on topics identified by leadership.
- Ensure content meets the learner's job needs based on their job responsibilities.
- Monitor training completion rates and collect feedback from learners.
- Measure and report on the effectiveness of enablement programs, take action to optimize results and impact.
- Consider and use a variety of training modalities (virtual, in person, Zoom).
- Maintain high standards for all work produced as enablement is a critical piece of Abnormal’s ability to grow and scale.
- Independently project manage components of the enablement program from development to launch.
- Partner with Enablement peers and collaborate on Abnormal’s common GTM Enablement approach to include training calendar, communication plans, etc.
- As needed, participate in the design and development of content for Abnormal enablement events (ex. Go-to-Market Kick-Off).
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