Customer Training Enablement Manager
Persado, United States
Job Description
Who We Are:
Persado is a high-growth, category-leading AI platform that helps data-driven executives including CMOs, CXOs, CDOs, CFOs, and Pamp;L owners unlock a new lever of value creation by ensuring the right words are used at every customer interaction. Persado delivers hundreds of millions in incremental value to some of the biggest companies in banking, insurance, retail, telecom, healthcare, and more. The Persado platform uses natural language generation, machine learning, and experimental design powered by the world’s largest language knowledgebase of millions of tagged and scored words and phrases to deliver a 41% average lift in conversion across customer engagement channels.
Words matter. As organizations become more obsessed with personalization, Persado has proven that being able to deliver the right message is a core functional need for every company in the world making the choice of words a multibillion-dollar blind spot across the enterprise. Persado is the only company with the technology and expertise to illuminate that blind spot in the enterprise customer experience and personalization stack.
As an employer, Persado is committed to creating a place where everyone’s unique perspective is valued and where people can do their best work. We understand that our team members and our inclusive culture are what make Persado special and are the key ingredients to our continued growth. We believe in and live by our company vision and values. We invest time and resources in people-centric programs. We work hard as a team to innovate, deliver great value to our customers and partners and create a positive, productive place to work every day. And the impact shows in our above-benchmark employee engagement. We’re also proud to be named to Fast Company’s World’s Most Innovative Companies list in 2020 and Built In’s Best Places To Work in 2021.
What We Are Looking For:
Persado is looking for a strategically focused Customer Training amp; Enablement Manager to build, deploy, and monitor a Global Customer Enablement program. You’ll partner with key stakeholders across Persado to support, educate, and grow Persado’s Customer community with supporting processes, initiatives, training, and strategy using relevant learning methods, infrastructure, and tools to turn them into champions. Reporting directly to the VP of Revenue Enablement, you will support customer growth and development as we continue to grow the business.
The primary purpose of this function is to create champions and subject matter experts within our customer base that will drive long-term adoption, trust, and customer engagement throughout the customer lifecycle.
What We Want You To Do:
- Create, deliver, maintain and measure success for:
- Onboarding and ongoing enablement, contributing to program development and process improvement for Persado’s Customers
- Empower measurable improvement to Persado’s customers:
- Contribute to the creation of Lamp;D assets (e.g. videos, webinars, product simulations, etc) to support awareness and adoption
- Create content and other digital assets that provide a continuous learning path for customers
- Build a training and certification program for Persado’s customers focused on empowering customers for future success and designed to drive adoption and customer satisfaction
- Track, measure, and innovate efficiency and efficacy of training, tools and process for Persado’s customers:
- Deliver recommendations and optimizations for the Customer Enablement program to ensure ongoing improvement
- Track and oversee the metrics and reporting needed to measure success and impact
- Build relationships and collaborate cross-functionally with key business stakeholders globally (Sales/CS leadership and teams, Product Marketing, Marketing, Ops, and more):
- Partner cross-functionally to create a scalable product enablement program to support our customers
- Establish immediate, short and long-term goals in collaboration with the VP of Enablement and CS Leadership
- Identify opportunities to improve feedback loops between our customers and Persado teams to enable continuous improvement
Who You Are:
- A motivated, self-starting, strategic thinker who has a clear vision and passion for enabling and developing our customers
- Bachelor’s degree or equivalent work experience
- 4+ years of enablement, training, coaching amp; development experience
- Proven experience as a trainer and content developer in a SaaS or technical software company
- Experience with customer methodologies, processes, and enablement best practices such as customer journey design, curriculum creation and/or competence development programs
- Excellent communica