Customer Enablement Manager

About the role

The Customer Enablement Manager (CEM) ensures hospital administrators and staff are ready to use PetDesk solutions from go-live onward, training them to apply best practices, use key reporting and admin tools, and work confidently in the product day-to-day. This is fundamentally a build-first role. Reporting to the Director of Customer Success, the CEM partners with Project Managers, Build, Customer Success, Support, and Product to keep training grounded in what customers actually need; but the real impact comes from the curriculum and content they design - a quality that holds up long after any single session ends.

Responsibilities

• Design, build, and maintain training content and curricula across every format (1:1, small group, webinar, asynchronous/Academy), keeping materials current as PetDesk's products and each customer's toolset evolve.
• Deliver role-specific training for practice administrators, front and back office staff, DVMs, and other audiences, teaching PetDesk best practices and how other solutions' workflows fit with PetDesk so customers can apply them confidently day to day.
• Partner with Project Managers and Build teams to understand high-complexity implementations, including configuration, timelines, priorities, and build in just-in-time training accordingly.
• Serve as a feedback loop to both Implementation and Customer Success teams, highlighting process, skill, or learning gaps that may need extra training or support, and identifying accounts whose needs may exceed the standard scope.
• Partner with CS, Support, and Product to align on customer needs, share training insights, and support handoffs across the customer journey.
• Gather customer feedback to improve training content and delivery, and fill gaps in the Knowledge Base.
• Facilitate live and virtual sessions for customers, adapting pace and approach so participants at any technical comfort level can ask questions and practice new workflows.
• Use AI to work more efficiently, personalize training, and keep improving how customers get educated.
• Ensure practice administrators and staff reach confidence in their specific, role-relevant workflows by go-live, and both customers and internal partners trust that staff are prepared to perform critical workflows independently from Day 1.
• Help customers understand and independently apply PetDesk best practices following training tailored to their specific implementation, roles, workflows, and configuration — never one-size-fits-all.
• Drive training completion and attendance to consistently meet targets across relevant customer roles.
• Reduce volume of basic "how-to" support tickets in the weeks immediately following go-live.
• Maintain training and enablement feedback scores that consistently meet or exceed expectations.
• Keep training content and enablement materials up-to-date, high-quality, and reflective of current product functionality and best practices across the full customer lifecycle.
• Ensure Knowledge Base content is accurate, accessible, and actively used by customers as a self-serve resource