Enablement Manager New York

$87,000 - $115,000/Yr

Fireblocks - New York, NY

Full-time - Mid Level

New York, NY

About the position

As an Enablement Manager - Customer Operations at Fireblocks, you will play a pivotal role in ensuring that our Global Customer Success Managers, Renewal Managers, Professional Services, and Customer Support teams are equipped with the necessary content and skills to excel in their roles and deliver a world-class customer experience. This position requires you to be a dedicated Enablement business partner to our Customer Operations organization, collaborating closely with leadership and stakeholders to fully understand the structure, needs, and goals of the organization. Your contributions will be essential in creating and implementing enablement programs, best practices, and initiatives that support our Customer Operations teams in effectively managing and growing customer relationships. In this dynamic role, you will balance responsibilities as a program manager, content developer, and facilitator. You will work with Customer Operations leadership to develop, execute, optimize, and assess enablement programs that foster the professional growth and effectiveness of our teams. This includes designing and delivering training programs and learning materials for both face-to-face and virtual sessions, utilizing innovative and evidence-based approaches. You will also be responsible for communicating the enablement strategy and key performance indicators (KPIs) to stakeholders, building trusted relationships with Customer Success Managers (CSMs), Renewal Managers, Professional Services, and Support teams, and fostering a collaborative environment through knowledge sharing and peer learning. Your role will involve collaborating with cross-functional teams, including product, marketing, sales enablement, and customer education, to ensure alignment and consistency in messaging and approach. You will coordinate educational content for ongoing training and development, create and edit video shorts for product demos and process tutorials, and gather feedback to continuously iterate on the enablement strategy. Additionally, you will use performance data to identify knowledge or skill gaps across the team and maintain knowledge management tools to ensure they are easily accessible and up-to-date. Staying informed on industry trends and best practices in enablement will be crucial as you bring new ideas and approaches to the team.

Responsibilities

• Work with Customer Operations leadership to develop, execute, optimize, and assess enablement programs that support the professional growth and effectiveness of our Customer Operations teams.
• Design and deliver training programs/learning materials for face-to-face and virtual sessions, utilizing innovative and evidence-based approaches.
• Develop and execute against enablement priorities with the Customer Operations stakeholders.
• Communicate enablement strategy and KPIs to stakeholders.
• Build a trusted relationship with the CSMs, Renewal Managers, Professional Services team, and Support teams.
• Foster a collaborative and supportive environment through knowledge sharing and peer learning.
• Collaborate with cross-functional teams including product, marketing, sales enablement, and customer education to ensure alignment and consistency in messaging and approach.
• Provide effective onboarding and training programs for Customer Operations new hires.
• Coordinate educational content for ongoing training and development.
• Create and edit video shorts for product demos and process tutorials.
• Gather and relay feedback to continuously iterate on the enablement strategy.
• Use performance data to identify knowledge or skill gaps across the team.
• Maintain knowledge management tools to ensure it is easily accessible and provide up-to-date learning.
• Stay up-to-date on industry trends and best practices in enablement and bring new ideas and approaches to the team.

Requirements

• 3+ years in a Sales Enablement, Customer Enablement, L&D, or Training role
• 3+ years experience working in a fast-paced environment
• Strong understanding of post-sales processes
• Excellent communication and collaboration skills, capable of working effectively with SMEs and stakeholders across the organization
• A deep passion for creating engaging learning experiences, instructional materials, and programs within a fast-paced environment
• Ability to design and develop engaging and interactive training and content using a variety of learning methods
• Experience collaborating with marketing and product teams to create value messaging and product positioning for post-sales teams to use effectively
• Strong project management skills, with the ability to manage multiple projects simultaneously
• Experience using authoring tools, content, and learning management systems (ie: Articulate Rise/Storyline, Captivate, Adobe Premiere Pro, Camtasia, Docebo, Juno, Seismic or Cornerstone)
• Strong analytical skills and ability to measure the impact of enablement programs
• Strong presentation skills
• Ability to adapt to a fast-paced environment

Nice-to-haves

• Bachelor's degree or equivalent experience
• Experience with Salesforce is a plus

Benefits

• Competitive base salary range of $87,000 - $115,000
• Target bonus opportunities
• Competitive equity grants
• Generous benefits package