Customer Enablement Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop, manage, and enhance Trustwell’s customer enablement ecosystem.

• Take charge of executing customer enablement programs that facilitate onboarding and ongoing product utilization.

• Design, document, and sustain repeatable customer journeys throughout critical stages of the customer lifecycle.

• Lead the Knowledge Base strategy, encompassing structure, content standards, governance, and optimization.

• Create and update customer education materials, including written documentation and training videos.

• Simplify complex product features into clear, accessible learning resources for various customer personas.

• Monitor and evaluate enablement KPIs such as adoption rates, feature usage, Knowledge Base interaction, and support deflection.

• Utilize customer data, insights from product usage, feedback, and trends to enhance enablement materials and customer journeys.

• Collaborate with Product, Customer Success, Support, Professional Services, and Account Management to facilitate releases and minimize customer friction.

• Recognize opportunities to enhance self-service options and decrease dependency on reactive support.

• Undertake additional responsibilities as assigned.

⛳️ Requirements

• A Bachelor’s degree is required (preferably in business, communications, marketing, customer experience, or a related field).

• Five to seven years of pertinent experience in customer enablement, customer education, customer experience, or SaaS customer-facing roles.

• Demonstrated experience in developing and maintaining customer enablement content, including knowledge base articles, written documentation, and scalable training materials.

• Practical experience in creating, editing, and publishing customer training videos, including screen recordings and instructional content.

• Proficient in managing and optimizing Knowledge Base and self-service platforms such as Zendesk Knowledge Base or similar tools.

• Familiarity with customer engagement and product adoption platforms such as Pendo, ChurnZero, or similar.

• Strong understanding of best practices in SaaS customer adoption and self-service.

• Capability to analyze product usage, adoption, and engagement data.

• Excellent written and visual communication abilities.

• Capacity to work independently with a high sense of ownership while effectively collaborating across teams.

• Acceptable background and references required upon conditional offer.

🏝️ Benefits

• Comprehensive healthcare benefits, including medical, dental, and vision.

• Additional benefits, including STD, LTD, HSA, 401k, etc.

• Responsible Time Off (PTO) along with Holiday Pay.

• Competitive salary.

• Annual bonus potential of up to 10%.

• Opportunity to participate in the company’s equity program.

• A positive culture and ample growth opportunities.