Senior Operations Enablement Manager

Why This Role is Exciting

Our enablement organization is expanding, and we're seeking a dynamic Senior Operations Enablement Manager to lead a newly created team dedicated to supporting post-sales functions. Reporting to the Sr. Director of Customer Success Operations & Analytics, this role presents an exciting opportunity to spearhead the creation, execution, 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 Senior Operations Enablement Manager 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.  

  Develop Enablement Roadmap:

  • Lead the development of an enablement roadmap for the post-sales organization with partnership from leadership
  • Build strong relationships with key leaders within post-sales, fostering collaboration and alignment.

  Team Management:

  • Manage a team of enablement analysts, ensuring effective execution of the enablement strategy.
  • Identify and develop internal subject matter experts to support the onboarding program.

  Onboarding Strategy:

  • Develop a comprehensive onboarding strategy for each post-sales function with measurable outcomes → ensuring consistent collateral across CAS
  • Facilitate, coordinate, and manage onboarding sessions for new hires, tracking outcomes and reducing ramp time.

  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 providing insights and findings to key audiences

  Communication Strategy:

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

  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.
  • Enhancing Cultural Awareness and Connectedness:
  • Partner with the People team to develop initiatives to enhance cultural awareness within the post-sales organization, fostering a sense of belonging and inclusivity. 
  • Implement strategies to reduce organizational silos, improve employee connectedness, engagement, and overall satisfaction.

Attributes for a Successful Candidate 

• 8+ years of professional experience managing cross-functional programs simultaneously for customer-facing SaaS functions
• 3+ years of experience leading cradle-to-grave organizational initiatives
• Strong verbal and written communication skills with the ability to develop comprehensive communication strategies with proven success in delivering presentations to executive levels of leadership.
• Ability to develop and maintain relationships with cross-functional stakeholders at all levels of an organization
• Illustrated success in conducting gap analysis qualitative and quantitatively, reviewing data for trends, and providing data-driven solutions to organizational problems
• Understanding of training best practices and experience developing and facilitating training through a variety of delivery methods (online, self-paced, in-person, etc.)
• Sales training and enablement experience preferred
• Excellent knowledge of post-sales processes, best practices, and popular tools leveraged by sales and post-sales teams. 
• High adaptability, including the ability to manage multiple and competing priorities, quick deadlines, and constant change.
• Proven experience fostering a positive and inclusive organizational culture and embedding company culture and values that are consistently woven into learning experiences.
• Demonstrated ability to drive employee engagement initiatives.
• Proficiency using the Google suite of products, project management software sales management software (ex: Salesforce and GONG), and learning management systems or LMS