Support Enablement Manager

The Support Enablement Manager will drive the development, implementation, and management of enablement and readiness programs to support internal Support teams and partners. In this role, you will be responsible for designing and executing a scalable enablement strategy that equips Support teams with the tools, training, and resources needed to be effective while also ensuring customers have the information they need for success. The ideal candidate will blend strategic thinking with hands-on expertise in enablement strategies and cross-functional collaboration.

Key Responsibilities:

Enablement & Readiness:

• Design and execute a comprehensive enablement strategy that supports employee development, customer success, and partner enablement.
• Identify gaps and opportunities in current Support knowledge and practices and develop initiatives to enhance resource accessibility, content relevance, and training quality.
• Incorporate AI methodologies to scale enablement and self-service experience.

Support Training Content Development:

• Oversee the creation and maintenance of training content for the Support organization, ensuring resources are accurate, up-to-date, and easily accessible.
• Collaborate with Product, Engineering, Customer Experience, and Marketing teams to ensure content reflects the latest product features, updates, and industry standards.
• Implement AI-driven and self-service solutions for content delivery, including chatbots, video tutorials, and interactive documentation.

Metrics & Optimization:

• Define and track key metrics for training consumption and program success.
• Use data and feedback to refine processes, improve knowledge accessibility, and enhance content based on user engagement and outcomes.
• Stay up to date with industry trends, tools, and best practices to continuously enhance the enablement and readiness strategy.
• Regularly assess the effectiveness of enablement programs and make data-driven adjustments to improve engagement and outcomes.

Required Skills and Experience:

• Enablement & AI Experience: Proven experience in knowledge management or technical enablement roles with deep understanding of AI trends and considerations.
• Technical Aptitude: Strong understanding of the company’s products and technical offerings, with the ability to communicate technical concepts to both technical and non-technical stakeholders.
• Customer-Centric Mindset: Exceptional customer service skills, with a focus on enabling Support teams to proactively deflecting issues through effective AI-based strategies and content.
• Communication and Relationship-Building: Strong interpersonal and communication skills, with the ability to build trust with stakeholders and knowledge partners across the company.
• Data-Driven: Experience with Support delivery metrics and KPIs, knowledge dissemination tools, and reporting platforms to monitor effectiveness of training and enablement programs.

Preferred Qualifications:

• 3+ Years in Knowledge Management or Enablement Role: Must have previous experience managing knowledge strategy or enablement and must be well versed in current AI trends and technologies. Role in technology or software-as-a-service (SaaS) environments focused on the Support organization is a plus.
• ITIL Certification: ITIL (Information Technology Infrastructure Library) certification or equivalent experience in service management best practices is highly desirable.
• Bachelor’s Degree in Business, Communications, Information Technology, or a related field.

Additionally, you will enjoy some of our local benefits such as:

• Comprehensive medical, accidental, and life insurance
• Weekly wellness sessions to support your physical and mental well-being
• A generous paid time off policy