Manager, Customer Enablement at Workfront
Lehi, UT, US

The Manager of Customer Enablement leads and works with the team to develop content and curriculum strategy. Develop and design customer-facing training that supports customers along their journey. Partners with the Director of Customer Enablement, stakeholders, and other subject matter experts to design, create, and lead trainings both online and in-person.

Role Description:

As the Manager of Customer Enablement, you will lead our Learning Programs team, who is responsible for content and curriculum, and shape the customer learning experience by enabling customers and end-users to leverage our products to achieve desired outcomes. You will play a key role in identifying desired outcomes for our customer core teams and frontline user base throughout the customer journey—from implementation and customer success, to growth and optimization. The key to success in this role is business and Workfront acumen with a relentless effort to collaborate and align training to greater initiatives across the Customer Experience (CX) department and Workfront as a whole.

As target capabilities, relevant knowledge, and skill sets are identified, you will collaborate with our Training Delivery team to align the on-demand, in-app, and live training experience, and overall effectiveness of our training offerings.

Responsibilities:

  • Identify target capabilities for customer personas needed for successful kick-off, implementation, launch, and optimization
  • Help develop and integrate training programs into the broader customer enablement strategy
  • Manage a team of instructional designers, copywriters, copy editors, a consultant and a videographer, leveraging and developing their knowledge and skills to enable Workfront training to scale and grow to meet customer needs.
  • Function as the voice of the customer and provide internal feedback on how Workfront can better serve our larger customer base
  • Maintain a deep understanding of the product and market, and speak with customers about relevant use cases and their specific business needs
  • Exemplify an outcome/results-oriented approach
  • Think creatively and work collaboratively with the MWE team to develop training solutions that grow customer loyalty, confidence, and adoption
  • Assist in the development of a comprehensive training measurement strategy

Experience:

  • 3+ years deep experience with Workfront products (and or related SAAS platform)
  • 3+ years of management experience
  • Outcome-oriented with communication and leadership skills to influence new strategies and ways of operating to achieve ambitious targets in the SaaS industry
  • Obsession with results and knowing when to pivot
  • Obsession with data and making data-driven decisions
  • Total team player with high emotional intelligence who can leverage co-worker strengths and receive feedback to improve him/herself
  • Shares fresh ideas when it comes to user adoption, training program optimization, and churn mitigation
  • Enjoys working closely with customers to ensure complete satisfaction
  • Excellent organizational, analytical, and influencing skills
  • Excellent written and communication skills