Customer Enablement Delivery Manager

Duties

• Design and build scalable digital learning programs like online academies, automated onboarding paths, and on-demand webinar series, tailored to our Enterprise, SMB, and Government customers.
• Partner with the Customer Enablement Supervisor and live training teams to ensure our digital content perfectly complements our human-led customer education efforts.
• Partner with Product teams to build automated education directly into the customer’s first 60 days.
• Create specialized digital training tracks that ensure customers can successfully set up and leverage our software on their own, setting them up for long-term success.
• Work closely with the Digital CX and Product teams to bring the right helpful guides and tutorials directly inside our software.
• Build a seamless digital customer experience where customers get the exact training they need, right when they get stuck in the platform.

Measuring Success & ROI

• Track how well our automated and digital training programs are actually working.
• Look at the data to prove that customers who engage with our digital learning pathways open fewer support tickets and use the platform more often.

Strategic Impact & Authority

• Help shape our digital and in-app enablement strategy.
• Act as the digital readiness guide to ensure we deploy automated training to our customers in the right way.
• Partner with the Product team to ensure the digital customer enablement approach prevents spikes in support calls and customer frustration for new rollouts.
• Partner with Product, Support, and Customer Success teams to drive a blended learning experience.

Qualifications

• Bachelor’s degree or four or more years of work experience.
• Relevant experience required, demonstrated through one or a combination of work and/or military experience, or specialized training.
• Scaled Education Experience: A strong background in building digital customer academies, automated learning journeys, and on-demand content.
• Business & Revenue Focus: A clear understanding of how scaled customer education directly reduces support costs, drives product adoption, and improves customer retention.
• Data-Driven Problem Solving: The ability to look at product usage data and support tickets to figure out exactly where customers are getting stuck, and then give enablement recommendations and build an automated training solution to fix it.
• Cross-Functional Collaboration: Proven ability to work closely with Product, Support, and Customer Success teams to drive a blended learning experience.