Director of Customer Enablement at Workfront
Lehi, UT, US

Reporting to the VP of Customer Enablement & Support, the Director of Customer Enablement will be responsible for refining our product training strategy, overseeing the creation of curriculum and technical documentation, ensuring its effective delivery, and assessing its outcomes. In this role, you will lead our teams responsible for driving product adoption and customer loyalty through our training content and delivery, in-app guides and walkthroughs, technical documentation, and self-service strategy on Workfront One (one.workfront.com). The ideal candidate will continually develop breakthrough ideas that transform Workfront’s education program to ensure customers achieve their business objectives with Workfront. Your goal will be to make every customer proficient in the Workfront product suite resulting in their adoption, continued use, and expansion.

Essential Duties and Responsibilities

  • Lead team of content creators, trainers, and technical writers
  • Develop customer enablement strategy that continually improves the consumption rate of content by users, but more importantly can be measured by greater product usage because of the training and documentation content available
  • Ensure customer training offerings, such as boot camps, are operating efficiently from a P&L perspective, as well as are being offered enough to meet demand
  • Driving a continued high CSAT rating for all content and training
  • Understanding the analytical measurement of content, and taking action to improve offerings based on data-driven insights
  • Leading our technical documentation team to write in a way that fully documents product features, but also explains things in an easy-to-understand format
  • Leading the team to build out our API explorer
  • Build a strategy for in-app guidance and tutorials
  • Foster a “win together” approach to team culture. Celebrate wins. Be a great coach.

Essential Knowledge, Skills, Abilities, and Background:

  • 10+ years experience successfully building and managing customer education, corporatetraining or instructional design teams
  • Previous experience leading product enablement and customer education for a Software-as-a-Service company
  • Proven ability to design and develop blended learning solutions using research-based instructional design methodologies
  • Ability to evaluate training programs for learning effectiveness
  • Knowledge and familiarity with cutting-edge training tools and techniques
  • Experience leading and mentoring learning professionals to design instructionally sound learning content
  • Proven background of delivering high-impact training programs to a variety of audiences
  • Excellent organization, project management, time management, and communication skills
  • Ability to quickly grasp and distinctly explain technological and business concepts
  • Strong understanding of business processes and their implementation into enterprise applications
  • Willingness to ‘roll up one’s sleeves’ and assist wherever needed
  • Ability to work independently and to deliver on detail as well as strategy
  • Team player who will innovate to continue improving the way Workfront serves its customers