Director of Customer Enablement

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

📋 Description

• Develop and direct INNERGY's customer enablement strategy throughout the post-sale customer journey.

• Define enablement processes for Customer Success, Professional Services, Onboarding, Customer Support, and customers.

• Create scalable programs that enhance product proficiency, adoption, utilization, and overall customer outcomes.

• Establish the roadmap for customer enablement and assess its effectiveness through key performance indicators (KPIs).

• Create role-specific learning paths, onboarding programs, continuous education modules, certifications, playbooks, documentation, FAQs, and job aids.

• Design training materials for customers, including webinars, digital learning resources, walkthroughs, videos, office hours, and self-service options.

• Lead focused adoption initiatives for underutilized or strategically important product features.

• Set up release readiness protocols and convert product updates into actionable recommendations.

• Oversee the governance and upkeep of product documentation as well as the enablement content ecosystem.

• Collaborate across departments with Product, Customer Experience, Marketing, Sales, Engineering, and other teams.

• Evaluate the effectiveness of enablement using operational, customer, learning, and product data.

• Recruit, mentor, and develop the Customer Enablement team.

• Provide reports, recommendations, and insights to leadership.

• Support the adoption of Microvellum capabilities and future strategic product investments.

⛳️ Requirements

• Over 8 years of experience in Customer Enablement, Product Enablement, Customer Success, Professional Services, Product Management, Product Marketing, or a closely related field.

• Proven experience in building and scaling enablement programs for complex B2B SaaS, ERP, or enterprise software solutions.

• Demonstrated success in empowering customer-facing teams and customers to enhance product adoption and achieve business goals.

• Strong grasp of onboarding, implementation, adoption, value realization, and customer success processes.

• Experience collaborating with Product teams to translate intricate product functionalities into audience-specific learning experiences.

• Background in creating scalable learning initiatives, digital content, webinars, product documentation, knowledge resources, and self-service solutions.

• Exceptional leadership and stakeholder management skills across various functions.

• Excellent written, verbal, facilitation, and presentation skills.

• Robust program management abilities and capacity to execute multiple strategic initiatives in a dynamic environment.

• Proven experience utilizing customer insights, product data, and business metrics to evaluate success and enhance enablement programs.

• Customer-first mindset with a passion for creating enthusiastic advocates.

• Experience with ERP platforms, woodworking/manufacturing/construction/building products/industrial technology, or complex enterprise implementations is highly preferred.

• Familiarity with LMS, knowledge management platforms, digital adoption tools, and Customer Success technologies is highly preferred.

• Experience with product migrations, integrations, acquisitions, platform transformations, release readiness, product analytics, or establishing an enablement function is highly preferred.

🏝️ Benefits

• Options for remote work.

• A flexible work environment.

• Support for employee wellbeing.

• Reasonable adjustments/accommodations for individuals with disabilities.

• An inclusive and accessible workplace.

• A safe and supportive work environment.

• Commitment to equal opportunity employment.