Customer Success Enablement Manager

As Customer Success Enablement Manager, you will be responsible for scoping and executing strategic enablement programs to upskill and support the Customer Success team to successfully achieve business goals. Proven experience within Revenue/Customer Success teams and a learning and development background are required in this role that will help our CSMs develop critical skills to be wildly successful and effective professionals at Articulate.

What You'll Do:

• Use Articulate 360 apps to design and develop high-quality, engaging learning and development opportunities (on-demand training and instructor-led) that use best practices in adult learning theory and e-learning
• Integrate deep knowledge of Customer Success/Sales and Go to Market fundamentals and best practices in order to design scalable learning programs and role-based training materials, tools, and assessments 
• Facilitate effective and engaging training sessions on various topics and tools for our different CSM segments
• Lead GTM initiatives and align enablement to successfully prepare CSMs to drive product adoption and retention
• Develop relationships and drive effective collaboration with leaders and cross functional partners across the organization to identify priorities and ensure alignment to broader business goals
• Take strategic ideas and develop content that will support the CS team in partnering effectively with our customers and consistently meeting renewal and expansion goals
• Maintain, improve and lead the onboarding program to effectively ramp and ensure consistency in CSM approach, while meeting all onboarding KPIs
• Provide coaching for teams and individuals on revenue skills and areas of opportunity for CSM responsibilities
• Identify and consistently utilize data to monitor and measure the impact of programs and identify opportunities for improvement and differentiated content 
• Design and develop knowledge and performance assessments to ensure learner understanding and performance
• Apply knowledge of competitive landscapes and design programming around our position and opportunities in the marketplace
• Maintain and apply knowledge of new developments in learning science, learning design, and learning technologies
• Other GTM and enablement duties as assigned

What You Should Have:

• 8+ years of combined experience in revenue (5+ years in customer success and/or sales) and learning and development (3+ years) with a proven track record of success. This includes demonstrated expertise in applying and teaching sales fundamentals and best practices
• Understanding of revenue and SaaS metrics
• Experience with Articulate 360 tools, including Storyline 360, is preferred 
• Experience with transforming ideas and content into an engaging and interactive learning experience via multiple modalities, including virtual instructor-led training, e-learning, videos, and job aids
• Proven ability to design and deliver effective training programs
• Excellent communication skills and experience writing, editing, and presenting to multiple levels of an organization
• Curious, self-disciplined, self-motivated, and accountable
• Openness to feedback and the ability to apply it for continued growth
• Passion for designing high-quality content and workflows and a knack for optimization 
• High attention to detail 
• Strong organizational skills and the ability to be a self-starter
• Ability to effectively collaborate with leadership and cross functional teams
• Ability to manage multiple large projects at once and all deadlines successfully
• Ability to take strategic concepts and turn them into actionable plans
• Ability to adapt, thrive and maintain positivity and composure in a changing, fast-paced environment

About us

Articulate Global, LLC, is the leading SaaS provider of creator platforms for online workplace training. Founded by Adam Schwartz in 2002, Articulate provides creator tools and services that make it simple for enterprises and SMBs to develop, deliver, and analyze online workplace training that’s engaging and effective. Increasingly, organizations must reskill employees for ever-changing remote and hybrid work environments, create learning cultures that attract and retain employees in a tight labor market, and use training to build more equitable, empowering, and engaging workplaces. Articulate helps organizations address these critical business needs with its creator platform for workplace training. Articulate 360—a suite of creator tools for online courses—was named the 7th most-loved product in the world by TrustRadius in 2021. And Rise—an all-in-one online training system that makes online training easy to create, enjoyable to take, and simple to manage—is the first creator platform for SMBs and departments within the enterprise. Articulate has more than 118,000 customers in 170 countries and counts all 100 of the Fortune 100 companies as customers.

Named one of Inc. Magazine’s Best Workplaces 2022 and a leader in building a human-centered organization, Articulate is guided by a commitment to provide the best value to customers, do right by employees, and create an equitable, empowering workplace for all. As a human-centered organization, we honor people’s humanity knowing that each person’s unique history, vulnerabilities, and social location inform how we show up with one another. We embrace our connectedness, aware that what we do and say impacts others. We give each other grace because we are all works in progress, learning and evolving every day. And we take responsibility for ourselves and are serious about our accountability to each other. In all we do, we strive to create an equitable, sustainable, and empowering workplace while we drive results for the business and make a positive impact in the world. Read more about our values here. 

Articulate Global, LLC is an Equal Employment Opportunity and Affirmative Action employer and complies with all applicable federal, state, and local fair employment practices laws. All employment decisions at Articulate are based on business needs, job requirements, and individual qualifications directly related to the job, without regard to any protected characteristic or class, including, but not limited to, race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis protected by law. Qualified candidates with criminal histories will be considered for this role in a manner consistent with applicable law. Articulate is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation related to the application process due to a disability, you may contact us at [email protected]. 

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