CSM Enablement Senior Manager

Role Profile 

Role Title: Manager, Post Sales Enablement (Adoption) 

Location: Global 

Reports To: Director, Field Enablement

Department: Commercial  

Job Purpose:  

We are seeking a dynamic and experienced Adoption Enablement manager to oversee and drive the success and efficiency of the Adoption team through effective enablement strategies, communication, and cross-functional collaboration. This role will lead the Adoption Enablement function, collaborating closely with regional managers, regional enablement champions and key stakeholders to implement global enablement programs that support adoption execution across various regions and markets. 

The Adoption Enablement manager plays a critical role in aligning global enablement initiatives with the needs of the Adoption team, ensuring that they are well-equipped with the necessary resources, knowledge, and tools to deliver high-quality customer support. This role also serves as the voice of the Adoption field to global enablement teams, driving regionally targeted programs and fostering an environment of continuous improvement and learning. 

The ideal candidate will possess strong leadership skills, a strategic mindset, and a proven record in enablement within a global setting. 

Principle Accountabilities: 

Post Sales Enablement Strategy and Planning 

• Strong enablement experience with customer success teams, supporting CSMs to be efficient and effective in customer adoption, retention and delivery. 

• Strong experience enabling CSM processes and technologies using tools such as Gainsight. 

• Develop and execute a comprehensive enablement strategy for the Adoption team, ensuring alignment with organizational goals and objectives. 

• Assess the ongoing enablement needs of the Adoption team and adjust strategies accordingly. 

Training, Content Development and Management and Delivery 

• Lead the creation and maintenance of training materials, guides, and documentation to support the Adoption team’s knowledge and skills. 

• Ensure all content is accurate, up-to-date, and accessible to the team. 

Program Management, Communications and Engagement  

• Oversee the delivery of targeted enablement programs, including training, workshops, and tools, ensuring consistency and quality of enablement content and delivery across all regions. 

• Ensure that all programs are tailored to meet the specific needs of different regions and markets, while maintaining global standards. 

• Oversee the dissemination of critical updates and information to the Adoption team, ensuring timely and clear communication of product changes, process updates, and new initiatives. 

• Serve as the primary point of contact for all enablement-related communications within the tech support organization. 

• Drive engagement within the Adoption team through regular communications, surveys, and feedback loops. Collect and analyze feedback from the Adoption team to identify areas for improvement and adjust enablement strategies accordingly. 

Request Management and Resource Coordination 

• Manage incoming requests for enablement support, prioritizing and assigning tasks as necessary to ensure timely and effective delivery. 

• Coordinate the distribution of resources, including training sessions, workshops, and documentation, to meet the team’s needs. 

Cross-functional Coordination 

• Collaborate with product owners, adoption enablement champions, sales and tech support enablement, and other stakeholders to ensure alignment and consistency in support enablement initiatives. 

• Facilitate cross-functional meetings to gather feedback and coordinate efforts across departments. 

Essential Competencies, Knowledge, Skills and Experience: 

• Technical Knowledge: Good understanding of Adoption processes, product knowledge, and customer service best practices. Background in Customer Success is also a plus. 

• Content Development: Experience in creating and managing training materials, documentation, and enablement resources. 

• Communication Skills, Collaboration and Coordination: Excellent verbal and written communication skills, with the ability to convey complex information clearly and effectively. Proven ability to work cross-functionally and coordinate efforts across multiple teams and departments. Previous development of effective change management and communication strategies for large scale initiatives or programs with measurable outcomes. 

• Project Management: Strong project management skills, including the ability to manage multiple priorities, deadlines, and stakeholders simultaneously. Demonstrated ability to take ownership and manage projects from start to finish building in benchmarks and status updates. 

• Growth-Oriented: Committed to continuous learning and personal growth, with the ability to deliver results efficiently, even in ambiguous situations.  

Behaviours: 

• Proactive: Takes initiative to identify areas for improvement and implements solutions before issues arise. 

• Collaborative: Works well with others, values diverse perspectives, and fosters a team-oriented environment. Ability to build consensus and manage diverse, group-wide stakeholders through influence (not control). Excellent Stakeholder Management and Impact at all levels. Proven ability to consult independently and collaborate with and influence all levels of the organizations, particularly senior leaders.  

• Adaptable: Comfortable with change and able to pivot strategies and approaches as needed. 

• Customer-Focused: Keeps the needs of the customer at the forefront of decision-making and actions. 

• Continuous Learner: Committed to personal and professional growth, actively seeking out opportunities to learn and improve. 

• Execution Focused: Exhibits a strong execution focus, with the ability to deliver results efficiently, even in situations with ambiguity. 

Key Working Relationships: 

• Internal Stakeholders: 

• Product Owners – Product Managers - Developers  

• Adoption Enablement Champions 

• Global Commercial Enablement  

• Adoption Leads 

• Adoption Operations Teams 

• Corporate Communications  

• External Stakeholders: 

• Customers: Understand customer needs and feedback to inform enablement strategies. 

• Vendors: Coordinate with external vendors for tools, resources, and third-party content as necessary.