Customer Enablement Program Manager

Dealerware•Austin, TX

About The Position

Dealerware transforms the automotive retailers of today into the mobility network of tomorrow. Launched in 2016, Dealerware manages tens of thousands of vehicles at dealerships in North America across every major manufacturer brand. Dealerware is committed to being a people-first culture and a great place to work for all, with flexible scheduling, unlimited PTO, extensive benefits, a core value of Diversity, Equity & Inclusion, and a leadership and management team that defaults to being supportive and accessible. In 2026, Dealerware was recognized by Built In as one of their Best Startups to Work for in Austin for the fifth consecutive year. Dealerwareâs team is currently hiring a Customer Enablement Program Manager. We are looking for an experienced professional to play a pivotal role in designing and delivering scalable, digital-first learning experiences that accelerate customer onboarding, drive product adoption, and enhance overall satisfaction. Your work will directly impact our customers' ability to realize value quickly and effectively.

Requirements

Experience: 4+ years in customer enablement, instructional design, customer success, or a related field within a SaaS or technology company.
Content Development Skills: Proficiency in creating various forms of educational content, including written guides, video tutorials, and interactive learning modules.
Digital Learning Expertise: Familiarity with learning management systems (LMS) and digital adoption platforms (e.g., WalkMe, Intercom, Brainstorm) to deliver scalable training solutions.
Instructional Design Knowledge: Understanding of adult learning principles and best practices in instructional design to create effective and engaging learning experiences.
Analytical Mindset: Ability to define, track, and interpret KPIs to assess program effectiveness and inform continuous improvement efforts.

Nice To Haves

Experience with Gamified or Micro-Learning Platforms: Familiarity with building or managing learning platforms similar to Salesforce's Trailhead.
Deployed Certification Programs: Experience in building a community of certified administrators of a core system of record platform.

Responsibilities

Design and Implement Scalable Learning Programs: Develop structured, role-based learning paths utilizing digital training platforms (e.g., LMS, in-app guides) to facilitate self-serve onboarding and continuous education.
Create Engaging Educational Content: Produce and maintain a diverse range of learning materials, including tutorials, videos, knowledge base articles, and interactive modules, tailored to various customer personas and use cases.
Collaborate Cross-Functionally: Work closely with Product, Customer Success, Implementation, and Support teams to ensure alignment of educational content with product updates, customer needs, and support resources.
Enhance Implementation Specialist Effectiveness: Develop frameworks and toolkits to guide Implementation Specialists in delivering timely, relevant training programs tailored to customer profiles and engagement metrics.
Optimize Knowledge Base Resources: Continuously assess and improve the Help Center and related documentation to ensure clarity, accuracy, and accessibility for customers. Content will be key in training Customer Support AI Chatbots.
Measure and Analyze Program Impact: Establish key performance indicators (KPIs) to track the effectiveness of enablement programs, using data-driven insights to iterate and enhance learning experiences. You will spearhead the tracking of core product usage metrics, NPS, and CSAT scores.
Gather and Act on Customer Feedback: Solicit and analyze customer feedback to identify opportunities for improving educational content and delivery methods.