Customer Success Enablement & Learning Program Manager

About the position

We're seeking an enthusiastic and talented Customer Success Enablement & Learning Program Manager that is passionate about enablement and helping others succeed. This person will be a critical contributor of enablement and learning for our global Customer Success Managers (CSMs) teams with a focus on ensuring they have the skills, knowledge and process expertise to be effective and efficient in their roles. The enablement program focuses on 4 key focus areas including: industry domain knowledge, product, client facing skills and internal technology adoption. The Group: Sales Enablement & Learning sits within Morningstar’s Business Development and Sales group, which is responsible for helping for our clients build their businesses and provide better outcomes for investors. Reporting to the Head of Sales Enablement & Learning, the Program Manager partners with stakeholders across the organization to design, develop and execute impactful enablement and learning solutions for teams to grow their individual capabilities, build knowledge, and develop their skills. This role is focused on the teams supporting customer success for the Direct Platform Product Suite, dedicated to delivering simple, modern, and innovative solutions that are essential to professional investors and empower investor success.

Responsibilities

• Strategize, design, and deliver effective enablement deliverables that enable CSMs to effectively engage with customers and drive customer outcomes.
• Be a key stakeholder and facilitator in the delivery of training programs including new go-to-market solutions, industry trends, client facing skill workshops, significant methodology changes and enhancements to existing solutions.
• Partner with Enablement and SMEs to develop training curriculum appropriate for CSM teams while also determining fit for various training modalities (live, self-guided/e-Learning, certifications, etc.) and support onboarding program for teams.
• Be a strategic partner with CSM leaders, CSM teams, Product Marketing/Management, Client Solutions, and other groups to identify overall training needs, develop and deliver appropriate enablement training and supporting content.
• Define success metrics for enablement initiatives for impact and outcomes, analyze engagement, adoption and impact of enablement content and training.
• Project manage, organize, and deliver enablement programs while handling multiple projects, ensuring that initiatives are delivered on time, within scope, and meet defined success criteria.

Requirements

• Bachelor’s degree required.
• Ability to travel up to 10% both nationally and internationally to execute the program.
• 8+ years of experience in related skills including financial services, sales enablement, learning and development, coaching/employee development, previous customer success or sales preferred.
• Demonstrated experience managing and facilitating/delivering content/curriculum delivered in multiple modalities (i.e., live training, e-Learning, self-paced, stand and deliver, hybrid, etc.).
• Proven ability delivering and facilitating training on the necessary content, training, process, and best practices to support the teams.
• Experience working with global teams, including training and learning adaptations for regional differences.
• Strong understanding of customer success principles and customer-centric mindset.

Nice-to-haves

• Personality and ability to engage and collaborate well across complex organizations including with the C-suite, Customer Success leaders, CSMs, marketing and product management.
• Strong aptitude for collaborating and building relationships, understanding team dynamics, taking initiative, solving problems, and establishing trust.
• Proven dynamic presentation and written communication skills.
• Strong project management skills with demonstrated ability to manage multiple projects and priorities simultaneously.
• Passion and commitment for adult learning best practices and techniques.
• Intermediate skills with PowerPoint and broad understanding of Enablement tools including but not limited to: LMS (i.e., Cornerstone), Customer Success Platform (CSP), Sales Enablement Platform software (i.e. Seismic), Gong, Spekit.

Benefits

• 75% 401k match up to 7%
• Stock Ownership Potential
• Company provided life insurance - 1x salary + commission
• Comprehensive health benefits (medical/dental/vision) including potential premium discounts and company-provided HSA contributions (up to $500-$2,000 annually) for specific plans and coverages
• Wellness Incentives - up to $300-$600 annual
• Company-provided long- and short-term disability insurance
• Trust-Based Time Off
• 6-week Paid Sabbatical Program
• 6-Week Paid Family Caregiving Leave
• Competitive 8-24 Week Paid Parental Bonding Leave
• Adoption Assistance
• Leadership Coaching & Formal Mentorship Opportunities
• Annual Education Stipend
• Tuition Reimbursement
• Charitable Matching Gifts program
• Dollars for Doers volunteer program
• Paid volunteering days
• 15+ Employee Resource & Affinity Groups