Customer Enablement Manager

As a Customer Enablement Manager, you'll partner closely with Enterprise Account Executives and lead both 1:1 time-bound engagements as well as ongoing 1:many engagements all designed to help ensure our customers are successfully adopting Figma at critical stages of their lifecycle. You will demonstrate deep product knowledge, workflow standard processes, and change management techniques to provide effective consultation and guidance to your customers on how they can best optimize their use of Figma, specific to their needs.
As an early member of the team, you'll work closely with our Senior Director of Customer Experience to help bring to life our customer enablement strategy crafted to lead our customers toward sustained success. You'll act as a product expert and adoption consultant, building and demonstrating key cross-functional relationships across Sales, Marketing, and Product Support as you deliver an outstanding and value-oriented customer experience. You'll use metrics, customer feedback, and direct experience to help identify new programs and resources needed to better engage and enable our customers. You are an excellent communicator and skilled project manager with a passion for customers and we can't wait to meet you!
This is a full time role that can be held from one of our US hubs or remotely in the United States.
What you'll do at Figma:

• Conduct discovery meetings to understand business objectives, core processes and workflows, and customer needs to provide ideal solutions and standard processes
• Leverage strong project management skills to develop and manage multiple concurrent, time-bound customer engagements
• Use qualitative and quantitative customer adoption metrics to inform areas of opportunity and impact
• Develop Figma customers into product expert and advocates while cultivating intra-company communities of advocates
• Partner with customer stakeholders to help them navigate organizational change and drive adoption of Figma as a new way of working within their business
• Serve as a product and enablement expert to develop recommendations for increased adoption and maturity
• Lead virtual and onsite group training and workshops as needed for large enterprise customers
• Develop scalable content and engagement tactics for a targeted audience based on their stage of the customer lifecycle
• Help develop and manage a library of customer enablement resources and tactics to help accelerate adoption and scale impact
• Partner with Solutions Architects, Design Advocates and Product Support to effectively complete customer engagements

We'd love to hear from you if this sounds like you:

• 4+ years of proven experience in Customer Success, Onboarding, Implementation, or Account Management roles and have supported customers at multiple stages of their lifecycle
• You are customer-centric, value-oriented and take a consultative approach to working with key partners
• You execute with excellence and have a track record of creating significant impact
• You have strong project management skills and experience working with multiple customers concurrently
• You embody our values and can thrive in a constantly evolving and growing environment
• You have excellent written and verbal communication and presentation skills
• Have experience using or working with Figma or strong product savvy and the ability to quickly develop proficiency
• You are comfortable speaking to customers representing different personas across both function and seniority

At Figma, one of our values is Grow as you go. We believe in hiring hard-working, curious people who are excited to learn and develop their skills. If you're passionate about this role but your past experience doesn't align perfectly with the points outlined in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.
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