The Sr. Manager, Customer Enablement & Onboarding is responsible for the deployment of customer onboarding and training programs. This includes overseeing training and collateral for our internal Customer Success team and customers. The Sr. Manager, Customer Enablement & Onboarding has expert level product knowledge and partners closely with Product, Marketing and internal Subject Matter Experts to design, orchestrate & create ongoing onboarding programs and feature release rollouts to ensure customers are successful.
He/she will identify learning needs to create self-service/self-paced e-learning curriculum, train-the-trainer curriculum, webinars, etc. Candidates will also have a background in education, particularly in adult learning, distance learning, or instructional technology, and will have experience developing eLearning models.
Develop and maintain expert level proficiency in products and value proposition to identify training objectives, prepare training materials, webinars, tutorial videos, customer surveys, interactive exercises and demos to ensure our clients are successful
Create courses, and manage and update eLearning and training content within the learning management system
Collaborate with internal product and marketing individuals to continuously improve training programs and to provide an exceptional learning experience
Work closely with members of Customer Success to provide insights on existing and future training tools from both observation and client feedback
Incorporate best practices when designing surveys and measuring the effectiveness of training programs on client adoption and client success initiatives
Incorporate a multitude of training modes (presentations, product demos, scenario-based exercises, etc.) when developing training programs
Design and deliver webinar trainings as needed
Provide a continuous assessment of training needs prioritization of needs, and execution of training; evaluate training outcomes and recommend program changes.
What We're Looking For:
5+ years experience in Enablement, Training, or Onboarding function
Excellent organization skills, you must be comfortable working in a fast moving environment and dealing with rapidly changing requirements
Passionate about training, coaching and scaling expertise
Knowledge of maintaining curriculum in Learning Management System
Proven experience with professional services and technical training & enablement programs
Experience in developing and managing role-based (persona-based) curriculum
Strong collaboration, planning, and project management skills
Exceptional writing, presentation and public speaking skills
Strong attention to detail, but ability to see the big picture.