Operations Enablement Specialist

Why This Role is Exciting

Our enablement organization is expanding, and we're seeking a dynamic Operations Enablement Specialist to support a newly created team dedicated to supporting post-sales functions. Reporting to the CAS Enablement Manager, this role presents an exciting opportunity to spearhead the creation, coordination, and facilitation of onboarding programs for our Customer Advisory Services (CAS) organization. The CAS organization encompasses Renewals, Customer Success, Support, Onboarding, and Customer Experience teams.

Key Responsibilities 

So, what will this Operations Enablement Specialist DO, exactly? So glad you asked! Our post-sales organization has been steadily growing and we’d like to bring even more focus to the programs surrounding onboarding new and existing employees, supporting and educating our teams on product launches/system changes/process changes, while also helping improve cultural awareness and organizational connectedness.  This means supporting our teams that drive customer adoption, customer retention, and customer satisfaction while driving the creation and continuous improvement of a world-class enablement strategy.  

New Employee Onboarding:

• Facilitate, coordinate, and manage onboarding sessions for new hires, tracking outcomes and reducing ramp time

Support for Product Launches and Releases:

• Facilitate training and learning experiences to support product launches, collaborating closely with Sales Enablement, Product and Product Marketing teams.

Cross-functional Collaboration:

• Partner with cross-functional stakeholders, including sales enablement, product, and marketing, to analyze training needs CAS.
• Develop specialized content to address team training requirements.

Learning Experience Development:

• Deliver engaging learning experiences using various mediums, such as live classroom training, online/on-demand tutorials, and videos.
• Build and manage training courses within our internal learning management system.

Reporting and Dashboards:

• Prepare ongoing reports and dashboards linking onboarding efforts with ramp time, satisfaction, knowledge comprehension, and skill certification.

Communication Strategy:

• Develop a communication strategy to highlight changes to systems, processes, and reporting across the post-sales organization.
• Emphasize cross-functional impacts through effective communication channels.

Enhancing Cultural Awareness and Connectedness:

• Partner with the HR/People team to develop initiatives to enhance cultural awareness within the post-sales organization, fostering a sense of belonging and inclusivity.
• Implement strategies to improve employee connectedness, engagement, and overall satisfaction.

Attributes for a Successful Candidate

• 2+ years of professional experience supporting multiple cross-functional projects simultaneously for customer-facing SaaS functions (sales, customer success, renewals, customer support.).
  • Preference is given to candidates with experience in training and/or enablement focused on sales.
• 2+ years minimum of SaaS sales/customer success/renewals/customer support experience
• Excellent knowledge of post-sales processes, best practices, and popular tools leveraged by sales and post-sales teams. 
• Understanding of training best practices and experience delivering training through a variety of delivery methods (online, in-person, etc.)
• High adaptability, including the ability to manage multiple and competing priorities, quick deadlines, and constant change.
• Expert ability to collaborate and drive co-ownership of key programs and deliverables, while coordinating multiple activities and programs within a team environment.
• Proven experience in fostering a positive and inclusive organizational culture.
• Demonstrated ability to drive employee engagement initiatives.
• Ability to integrate cultural awareness into learning experiences, ensuring alignment with the organization's values.
• Excellent communication and presentation skills.
• Proficiency using the Google suite of products.
• Project Management experience using Monday.com, Asana, or similar project management software.