The Customer Support Training and Enablement Program Manager is a global role reporting to the Director, Customer Support Operations. They will be responsible for managing all aspects of planning and enablement in ensuring that the appropriate Support Delivery Teams are ready to support all existing and new releases and provide representatives with the training, content, processes, and tools they need to deliver world class support. The candidate will be the single point of contact between cross-departmental stakeholders and Global Customer Support for their assigned products and applications.

　　This includes overall supportability and the readiness of support for new releases. The Support Training and Enablement Program Manager is responsible for understanding the details of development, identification of training needs, identification of tooling needs, assessment of resource impacts, and identifying other mitigation activities to maximize customer satisfaction of the support received. They are also responsible for keeping support leadership updated on efforts underway. Working with teams globally, this role will be responsible for striving towards continuous improvement and must be able to measure the program success with data driven metrics.

　　In this role you will...

　　Build an evergreen enablement program that promotes ongoing training throughout employee lifecycle (onboarding, month 3, 6, 9, 12, and onwards)Improve onboarding through ongoing needs/competency gap assessments in collaboration with Customer Support Leadership.Define the program's desired outcomes, measurements of success, and pre-requisites.Build out and deployment of lab exercises, assessments and feedback mechanism.Partner closely with the Product team to ensure that the Customer Support team has an advanced understanding of new features and overall release readiness.Support broader enablement initiatives across segments to improve the overall enablement program.Facilitate and drive weekly meetings with Support Delivery, Product and Engineering teamsWork with the Customer Support SMEs to ensure technical content meets the requirements.Develop and deliver Support Readiness and Enablement QBR's.

　　You got what it takes if...

　　6-8+ years of experience in Customer Support in a high-tech industry, preferably SaaS environments.6-8+ years of support services experience, including Technical Support operations and Release Management in a high-tech industry, preferably SaaS environments.Hands on experience creating and deploying Support-centric Technical Training focused on problem diagnosis, troubleshooting and resolutionExposure and working knowledge of Enterprise Customer Support environments using best practices such as ITIL.Excellent leadership skills with the ability to work independently and collaboratively with cross functional organizations.Collaborate across multiple teams and functions. As such, demonstrated ability to work effectively with his/her peer group and leading by influence is an absolute must.Excellent interpersonal, written and oral communication skills, demonstrated by the ability to: listen to and empathize with others; convey confidence; provide exemplary levels of service; resolve conflict effectively; collaborate with, and facilitate groups.Dynamic, energetic, motivated, positive outlook with the ability to multi-task and prioritize responsibilities with passionHave both a deep understanding of and a knack for coordinating the many moving parts essential to achieving success.Ability to analyze metrics and provide actionable solutions/recommendations.Demonstrated commitment to valuing diversity and contributing to an inclusive working and learning environmentConsideration for privacy and security obligations

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