Customer Success Enablement Manager

<h2>Job Description</h2><p></p><p><span><b>The Customer Success Strategy Team</b> has responsibility for training Zendesk's Global Customer Success Team on key tools, processes, and product knowledge. We also have responsibility to provide the measurement of how effective the enablement is post learning. We are a part of the wider team known as Customer Experience, and our team is responsible for process, technology, and enablement of the Customer Success Team.</span></p><p></p><p><span><b>We are seeking a highly organized and skilled Customer Success Enablement Manager to join our Global team. </b>The Customer Success Enablement Manager will be responsible for designing, developing, and implementing training programs that equip our global Customer Success Team with the knowledge and skills needed to deliver outstanding service to our customers. You will collaborate closely with various stakeholders to ensure our teams are well-prepared to meet customer needs and drive product adoption.</span></p><p></p><p><span>Note: This role will be based in Portugal on a hybrid model.</span></p><p></p><p><b><span>In this role you will:</span></b></p><ul><li><p><span>Develop and deliver comprehensive training programs for Customer Success, focusing on product knowledge, customer engagement strategies, and support best practices</span></p></li><li><p><span>Create engaging training materials, including presentations, e-learning modules, and documentation that cater to different learning styles</span></p></li><li><p><span>Schedule and lead live enablement sessions and certifications for CSMs,, ensuring the delivery aligns with business needs and expectations</span></p></li><li><p><span>Administer and grade assignments and certification assessments promptly, ensuring consistent standards and providing high-quality feedback</span></p></li><li><p><span>Manage the end-to-end logistics for your enablement programs, including coordination with Subject Matter Experts (SMEs) for specialized content presentations</span></p></li><li><p><span>Maintain and update training materials built for the CX team, both live and within the eLearning platform (Seismic Learning) to ensure accuracy and relevance</span></p></li><li><p><span>Ensure continuous improvement of content to meet evolving business need</span></p></li><li><p><span>Actively engage with Customer Success team members, monitor their progress, and provide follow-up communications to ensure they remain on track and engaged with the program</span></p></li><li><p><span>Track key KPIs to measure the effectiveness and impact of programs using both qualitative and quantitative data</span></p></li><li><p><span>Ensure alignment between the programs you deliver and business Goals, identifying and prioritizing areas for support or improvement</span></p></li><li><p><span>Partner with SMEs and other teams across the organization to ensure alignment between content and the latest processes, tools, and business strategies</span></p></li><li><p><span>Participate in broader team initiatives, such as sales kick-offs or other larger training events, to provide support and deliver relevant content where appropriate</span></p></li></ul><p></p><p><b><span>You must have:</span></b></p><ul><li><p><span>3-6 years experience in training and development</span></p></li><li><p>Fluent English (written and spoken)</p></li><li><p>Excellent communication and presentation skills</p></li><li><p><span>Proficient in utilizing learning technologies </span></p></li><li><p><span>Proficient in utilizing virtual delivery and facilitation tools </span></p></li><li><p><span>Understanding of adult learning principles and instructional design concepts</span></p></li><li><p><span>Strong organizational and time management skills</span></p></li><li><p><span>Ability to adapt training style based on learner needs</span></p></li><li><p><span>Passion for continuous learning and professional growth</span></p></li><li><p><span>Customer Success experience preferred</span></p></li><li><p><span>SaaS and/or CCaaS experience preferred </span></p></li><li><p><span>Gainsight experience preferred</span></p></li></ul><p></p><p><span>If you are a motivated individual with a passion for delivering impactful training and facilitating knowledge transfer, we invite you to apply for this position. Join our team and contribute to the growth and success of our organization.</span></p><p></p><p></p><p></p><p><span>Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.</span></p><p></p><p><b>The intelligent heart of customer experience</b></p><p><span>Zendesk software was built to bring a sense of calm to the chaotic world of