Associate Director of Customer Success Enablement

Verizon•San Diego, CA

2d•Hybrid

About The Position

When you join Verizon, you want more out of a career. A place to share your ideas freely — even if they’re daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love — driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together — lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the #VTeamLife. What you’ll be doing... As the Director of Customer Success Enablement, an integral member of the Customer Experience & Transformation team and the key liaison between the Verizon Connect (VZC) Operations, VZC Global Customer Success (GCS) Team, and VZC Sales Enablement team, the Associate Director for Customer Success Enablement will utilize a strong Learning & Development (L&D) background to devise strategies that drive measurable behavior change, ensure growth of expansion sales, and optimize support and deployment programs enterprise-wide. This leader is responsible for identifying skills gaps and providing proactive recommendations to GCS leaders on team development to reduce churn and increase expansion within our base. Identifying and implementing process improvements and high-impact training rollouts that will maximize output and minimize costs is essential, ensuring solutions can be easily scaled across all segments (SMB to Large Enterprise) of the Global Customer Success team. This position requires a hyper-focus on the internal/external customer experience, quality, and results when developing and executing enablement, expansion and retention programs. Below are just some of the responsibilities this individual will be responsible for overseeing: Develop, optimize and communicate integrated GCS enablement programs rooted in adult learning principles to drive initiatives, accelerate the execution of priorities, and improve retention and expansion results. Act as a proactive consultant to GCS leadership, providing data-driven recommendations for team coaching and development opportunities. Define program objectives, target audiences, messaging, strategy and calls to action; design the optimal mix of L&D deliverables via remote and hands-on support to ensure seamless rollouts and high adoption rates. Driving sales & service methodologies, processes, and system development and optimization, with ensuing development and evolution of GCS KPIs and performance analytics focused on driving specific behavioral shifts. Lead, mentor, and develop a team of GCS Enablement professionals to prioritize their efforts on initiatives that contribute towards the maximization of revenue, churn reduction, and profitability growth. Ongoing management and execution of high-impact enablement programs including goals, timelines, metrics, results and continuous feedback loops for instructional improvement. Leverage relationships with Process Excellence, Program Architecture, Training, Product, and GCS groups (Deployment, Support, CSMs, Vendors and Strategic Account Managers) to remove roadblocks and progress initiatives. Maintain on-going relationships with Marketing and GTM partners to create a seamless communication plan for maximizing revenue growth as new initiatives are deployed to customers. Identify field trends and provide proactive paths forward to address the unique needs of both SMB and Large Enterprise account management styles. Develop, implement, and monitor day-to-day operational systems and processes that provide visibility into goals, progress, and obstacles for key initiatives/objectives, taking ownership of the end-to-end "enablement experience" for the field.

Requirements

Bachelor's degree or four or more years of work experience.
Six or more years of relevant work experience in Enablement, Learning & Development, and Sales/Success Leadership roles.
Three years or more years of experience leading a team.
Proven experience acting as a strategic consultant to senior leadership, with the ability to translate high-level business goals into actionable enablement roadmaps.
Extensive experience driving behavior change and measuring the ROI of enablement programs.
Experience in delivering results in a fast-paced environment, while balancing multiple, highly complex, cross-functional projects/initiatives of varying priority.
Experience in customer success methodologies, effective GTM execution, and the resulting analysis and reporting.
Strong business acumen and ability to translate enablement programs into financial impact (specifically regarding churn reduction and expansion revenue).

Nice To Haves

Experience supporting a diverse Customer Success organization, including Deployment, Support, vendor and CSM functions.
Deep understanding of the different motions required for SMB vs. Large Enterprise/Strategic Accounts.
Strong executive presence and the ability to influence senior-leader stakeholders.
Strong analytical skills, with successful experience in securing and analyzing large volumes of data to make proactive recommendations to achieve specific operational goals.
Knowledge of corporate business strategy, wireless and wireline technology, market, and industry trends.
Strong computer skills, including Microsoft Suite and database management.
Experience with instructional design and driving large-scale training rollouts.
Experience in Change management at an enterprise scale.
Ability to work under pressure of tight timelines.
Demonstrated communications and influence skills with different stakeholders.
Trained others on salesforce automation and productivity skills and tools.

Responsibilities

Develop, optimize and communicate integrated GCS enablement programs rooted in adult learning principles to drive initiatives, accelerate the execution of priorities, and improve retention and expansion results.
Act as a proactive consultant to GCS leadership, providing data-driven recommendations for team coaching and development opportunities.
Define program objectives, target audiences, messaging, strategy and calls to action; design the optimal mix of L&D deliverables via remote and hands-on support to ensure seamless rollouts and high adoption rates.
Driving sales & service methodologies, processes, and system development and optimization, with ensuing development and evolution of GCS KPIs and performance analytics focused on driving specific behavioral shifts.
Lead, mentor, and develop a team of GCS Enablement professionals to prioritize their efforts on initiatives that contribute towards the maximization of revenue, churn reduction, and profitability growth.
Ongoing management and execution of high-impact enablement programs including goals, timelines, metrics, results and continuous feedback loops for instructional improvement.
Leverage relationships with Process Excellence, Program Architecture, Training, Product, and GCS groups (Deployment, Support, CSMs, Vendors and Strategic Account Managers) to remove roadblocks and progress initiatives.
Maintain on-going relationships with Marketing and GTM partners to create a seamless communication plan for maximizing revenue growth as new initiatives are deployed to customers.
Identify field trends and provide proactive paths forward to address the unique needs of both SMB and Large Enterprise account management styles.
Develop, implement, and monitor day-to-day operational systems and processes that provide visibility into goals, progress, and obstacles for key initiatives/objectives, taking ownership of the end-to-end "enablement experience" for the field.