Lead, Enablement (Sales & CX)

About the Team & Role

Enablement ensures employees possess the skills, knowledge, process expertise and access to assets to optimize every provider and patient interaction. It’s a collaborative approach to identifying and delivering the right training, resources, support, and tools to teams so they are fully equipped to help providers and patients achieve their goals. Knowledge management is an essential part of this, allowing the teams Enablement serves to reduce knowledge silos, maximize productivity, reduce inefficiencies, deliver a better customer experience, and win more providers faster.

Note that up to 30% of your time may be spent on additional, out-of-role business needs. This is because our business is rapidly changing in order to achieve our mission of building a new mental healthcare system. This is an extraordinary asset for your career, allowing you to diversify your skills, take on stretch opportunities, try on new types of enablement work, and support the business in new ways.

You Will

• Make knowledge-sharing simple, powerful, and accessible
• Define the knowledge management strategy for agents and salespeople at Headway
• Build and implement that strategy from 0-to-1, culminating in a future with “just-in-time” enablement for the Growth (sales) and Customer Experience (CX) organizations
• Implement your strategy leveraging the existing tools and systems, including Confluence, Lessonly, Gong, Outreach, and more
• Advocate for new technology as needed and get creative innovating with the technology that exists for agents and salespeople today
• Aggregate, create, and manage high-quality, up-to-date, easy-to understand content
• Ensure resource discoverability
• Ensure resource maintenance, relevance, and quality
• Define and implement content tagging, mapping, and naming conventions
• Review and update articles, pages, lessons, text expanders, macros, and slides
• Work with internal teams to generate unified templates for common asset types
• Partner with CX and Revenue Enablement, agents, salespeople, their leaders, and Subject Matter Experts (SMEs) to customize and evolve the knowledge base
• Report to the Head of Enablement

You’d be a great fit if…

• You have 3-5 years’ experience in sales enablement
• You’ve designed and implemented a knowledge management strategy for customer-facing roles before
• You’ve partnered with customer-facing teams and fellow enablers to maintain the assets they need to do their jobs effectively
• You have experience working with content management systems (learning management systems like Lessonly are a plus)
• You thrive in fast-paced, high-growth startup environments and embrace the change that comes with it
• You have experience leading a team of high-performing enablers