Customer Enablement Program Manager

As a Customer Enablement Program Manager, you will:

• Design and Implement Scalable Learning Programs: Develop structured, role-based learning paths utilizing digital training platforms (e.g., LMS, in-app guides) to facilitate self-serve onboarding and continuous education.
• Create Engaging Educational Content: Produce and maintain a diverse range of learning materials, including tutorials, videos, knowledge base articles, and interactive modules, tailored to various customer personas and use cases.
• Collaborate Cross-Functionally: Work closely with Product, Customer Success, Implementation, and Support teams to ensure alignment of educational content with product updates, customer needs, and support resources.
• Enhance Implementation Specialist Effectiveness: Develop frameworks and toolkits to guide Implementation Specialists in delivering timely, relevant training programs tailored to customer profiles and engagement metrics.
• Optimize Knowledge Base Resources: Continuously assess and improve the Help Center and related documentation to ensure clarity, accuracy, and accessibility for customers. Content will be key in training Customer Support AI Chatbots. 
• Measure and Analyze Program Impact: Establish key performance indicators (KPIs) to track the effectiveness of enablement programs, using data-driven insights to iterate and enhance learning experiences. You will spearhead the tracking of core product usage metrics, NPS, and CSAT scores. 
• Gather and Act on Customer Feedback: Solicit and analyze customer feedback to identify opportunities for improving educational content and delivery methods.

Your peers would say you:

• Have an analytical mind
• Have strong interpersonal skills
• Can communicate clearly and concisely
• Are passionate about the customer experience 
• Are always striving to leave things better than we found them

Required qualifications:

• Experience: 4+ years in customer enablement, instructional design, customer success, or a related field within a SaaS or technology company.
• Content Development Skills: Proficiency in creating various forms of educational content, including written guides, video tutorials, and interactive learning modules.
• Digital Learning Expertise: Familiarity with learning management systems (LMS) and digital adoption platforms (e.g., WalkMe, Intercom, Brainstorm) to deliver scalable training solutions.
• Instructional Design Knowledge: Understanding of adult learning principles and best practices in instructional design to create effective and engaging learning experiences.
• Analytical Mindset: Ability to define, track, and interpret KPIs to assess program effectiveness and inform continuous improvement efforts.

Even better if you have:

• Experience with Gamified or Micro-Learning Platforms: Familiarity with building or managing learning platforms similar to Salesforce's Trailhead.
• Deployed Certification Programs: Experience in building a community of certified administrators of a core system of record platform.

Dealerware offers you:

• Competitive base salary with bonus incentive eligibility
• Full benefits (medical, dental, vision, disability)
• 401(k) with company match
• On-demand educational courses via LinkedIn Learning
• Tuition reimbursement and continuing education
• Unlimited paid vacation policy
• Flexible work
• Generous Paid Parental Leave program
• Modern office and a dynamic team in downtown Austin with free parking
• Friendly, small company environment with a progressive culture