Customer Success Enablement Program Manager, BlackLine

• Years of Experience in Related Field: 4+ years of customer teams training/enablement experience with an enterprise Cloud applications provider
• Experience serving customers teams delivering software products or services
• Education: Bachelor’s degree or the equivalence in work experience
• Proficient with Microsoft Office Suite (Word, Excel, PowerPoint, and Project)
• Working knowledge of Learning Management Systems (LMS), Docebo preferred
• Familiarity with Salesforce, Gainsight
• Working knowledge of Customer Success (how it fits into an organization, why it is important to the business)
• Excellent cross-functional leadership skills and the ability to initiate and build relationships with people in an open, friendly, and accepting manner
• Accessible to subordinates, peers, and superiors for constructive feedback
• Ability to translate concepts, summarize, and communicate complex ideas, and clearly articulate business value with a good sense of how sales and GTM professionals think, operate, and absorb training
• Adaptable and able to adjust to multiple demands, shifting priorities, ambiguity and rapid change. Able to prioritize these demands and gain buy-in or direction with Customer Success and other Customer Team stakeholders
• Ability to articulate program objectives, deliverables, timelines, and “what good looks like” to team members and stakeholder SMEs
• Ability to influence others absent direct authority or responsibility
• Excellent ability to command a classroom of Customer Teams or Managers, both live and in a virtual training environment; facilitation skills in an adult learning environment
• Ability to develop strategic plans and gain buy-in from stakeholder leaders
• Experience with multiple learning methodologies to effectively deliver the right content to the right audience at the right time
• Ability to understand the strategic direction and goals of the Customer teams and support appropriate processes to facilitate achievement of business objectives

Desirable

• The Customer Success Enablement Program Manager is responsible for developing and driving the effectiveness, learning, and efficiency of our Customer Success team
• The Program Manager will provide tools, resources, and enablement services by identifying and understanding the CS competencies needed to master their jobs
• Primary areas of focus include onboarding new Customer Success teams, ongoing skills training for existing members and managers, content creation and management of enablement, communication and education, and administration
• The Program Manager will be supported by learning experience designers as a shared service
• Onboarding
• Design, build, and deliver repeatable 1:Many CS onboarding program that is modular for allow for future changes. Includes CS program strategy, product knowledge standards, Gainsight and other CS systems/tools, shadowing program
• Content Creation and Management
• Develop and curate for CS specific deliverables and resources (master decks, meeting templates, etc.)
• Design CS specific documentation (Gainsight, Job Aids, KPI reporting, Team processes and workflows, etc.)
• Develop and curate internal Knowledge base/library
• Responsible for CS Team SharePoint as a relevant and actively used resource
• Host CS Content on platforms that are easily and quickly accessible
• Align and Collaborate with all customer-facing teams on content and messaging
• Communication and Education
• CS Team Cast - Organize and host CS Team Casts (bring experts, choose topics)
• Announcements - Communicate any announcements to the global CS Team on updates to resources, new processes, etc
• Surveys - Create surveys and feedback as needed to drive the effectiveness of the team and managers
• Training - Design, build, and deliver training programs for new processes, product use cases or technical knowledge, consultative skills, etc
• Continuous learning - Ensure readiness through refreshers and additional certifications
• Reporting - Communicate feedback to team on KPI/metric reporting and process standardization for continuous improvement. (But not responsible for gathering or creating metrics)
• Shadowing - Coordinate a long-term cross functional shadowing program
• Administration
• Contribute to and Collaborate on CS program strategy development and process improvement
• Gather and relay data and feedback to continuously iterate on the enablement strategy
• Identify operational inefficiencies and devise effective improvements
• Incorporate more formalized project planning to manage change more efficiently
• Align closely with CS leadership to maintain customer success program and clarity on strategy
• Provide CS Team with enablement resources to launch new initiatives successfully