Customer Success Enablement Program Manager (Mailchimp)

Intuit Mailchimp is the #1 email marketing and automation platform. We empower millions of customers around the world to build their brands and grow their companies with a suite of multichannel marketing and CRM solutions powered by GenAI.

Mailchimp's Customer Success Skill & Service Excellence team blends the empowerment of our customers and employees in a cohesive and deliberate fashion to make meaningful impacts on the customers' brand, our product, and business goals. We develop creative, innovative, and scalable educational strategies to support the usage and adoption of the Mailchimp product across the globe.

The successful candidate will support the execution of our internal education strategy with a particular focus on Customer Success Account Management acceleration. A successful candidate will help ensure our team receives the right training, skills, and solutions while achieving organizational and business objectives.

This position will report to the Senior Manager of Customer Success (Skill & Service Excellence) and will interface directly with the members of the Customer Success Account Management teams. Additionally, they will collaborate cross functionally with Marketing, Sales Enablement, Customer Enablement, Strategy, Operations and Product to assure business goal alignment. Process development, reporting and forecasting, supporting market leading tactics and approaches as well as championing improvement initiatives and experimentation will be core to their outcomes. Everything this role does will help ensure consistent exemplary experience for Mailchimp's customers and employee

Responsibilities

• Develop, provide and facilitate blended onboarding, product and skill enhancement training programs with a toolbox of materials for Customer Success Account Management teams across the global organization
• Update Seismic (content management system) and oversee team specific content and hub management
• Gather and relay feedback to continuously iterate on the enablement strategy and ensure it is meeting ongoing needs of the audiences.
• Participate in industry events, publications, etc. to remain up to date on developments and best practices.
• Define and track program milestones, KPIs and overall outcomes along with reporting on progress.
• Partner with sales enablement and other key cross-functional partners to align on overlapping strategy and best practices.
• Deliver observable and measurable learning and evaluation outcomes in line with agreed business needs.
• Facilitate and coach instructor-led workshops, micro-learnings, and/or other types of virtual sessions on a variety of topics as needed.
• Support the identification of current skills and knowledge gaps.
• Support the development, delivery and training of onboarding, continuing education and other enablement content in collaboration with functional areas, peers, marketing and other cross-functional partners.
• Make recommendations for increasing productivity
• Regularly spend time with ICs to understand the "field reality" to inform enablement deliverables and approaches