Senior Enablement Manager, Customer Success

About the Role

As the Sr Enablement Manager for Customer Success, you will be accountable to design and execute a comprehensive enablement strategy for 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.

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 a 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.
• 8+ years of training or enablement experience, including experience with Customer Success.
• Cybersecurity background preferred.

Role Responsibilities + Deliverables

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• 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.
• 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.
• 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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