Fireblocks - New York, NY
posted 3 months ago
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.