Technical Enablement Manager

Onit - Atlanta, GA

Full-time

Atlanta, GA

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

The Technical Enablement Manager will play a crucial role in supporting Onit's partners and clients by providing technical guidance, training, and certification initiatives. This position focuses on assisting with build requests, resolving technical tickets, and delivering high-quality training to ensure successful adoption of the Onit platform. Reporting to the Manager of Education Services, this role is essential for enhancing the technical education programs for customers and partners.

Responsibilities

• Provide expert-level support to partners and clients by assisting with technical build requests and troubleshooting submitted tickets.
• Collaborate closely with clients and partners to understand their needs, offering solutions that optimize the use of Onit for their projects.
• Ensure timely and effective resolution of technical issues and communicate updates proactively to stakeholders.
• Deliver virtual and on-site training sessions for the App Builder certification program, aimed at upskilling partners and clients on Onit's capabilities.
• Tailor training programs to accommodate various skill levels, ensuring that participants gain a comprehensive understanding of Onit's features and functionality.
• Evaluate training outcomes and gather feedback to continuously improve the delivery and effectiveness of training sessions.
• Lead efforts to evolve and restructure the App Builder certification program to meet current and future needs.
• Identify areas of improvement within the certification program, including curriculum updates, exam content, and certification pathways.
• Work closely with the Education Services team to integrate certification content into the Learning Management System (LMS) and ensure seamless delivery.
• Lead efforts to collect and analyze training metrics and certification data to identify trends, knowledge gaps, and opportunities for improvement.
• Partner with product and engineering teams to stay informed on new features, incorporating updates into training and certification programs.
• Act as a key contributor to the education services team, providing insights and recommendations for enhancing partner and client engagement strategies.

Requirements

• Bachelor's degree in Computer Science, Information Technology, Education, or a related field, or equivalent experience.
• 3+ years of experience in technical enablement, technical support, training, or a similar role within a technology or SaaS company.
• Proven ability to deliver training in both virtual and on-site environments, with experience in certification program management a plus.
• Strong technical skills, with the ability to troubleshoot and resolve platform-related issues.
• Excellent communication and presentation skills, with a customer-centric approach to problem-solving.
• Ability to work independently, manage multiple priorities, and thrive in a fast-paced environment.

Nice-to-haves

• Experience working with the Onit platform or similar workflow automation and legal operations platforms.
• Knowledge of platform development environments, including scripting and API integrations.