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 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.
• Support onboarding program for teams, which includes organization of onboarding plans, facilitation of live sessions and coordination with managers on 30-60-90-day expectations.
• Be a strategic partner with CSM leaders, CSM teams, Product Marketing/Management, Client Solutions, and other groups to identify overall training needs.
• 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.

Requirements

• Bachelor's degree required.
• Ability to travel up to 10% both nationally and internationally.
• 8+ years of experience in related skills including financial services, sales enablement, learning and development, coaching/employee development.
• Demonstrated experience managing and facilitating/delivering content/curriculum delivered in multiple modalities.
• Proven ability delivering and facilitating training on necessary content, training, process, and best practices.
• Experience working with global teams, including training and learning adaptations for regional differences.
• Strong aptitude for collaborating and building relationships.
• Strong understanding of customer success principles and customer-centric mindset.
• 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.

Benefits

• 75% 401k match up to 7%
• Stock Ownership Potential
• Company provided life insurance - 1x salary + commission
• Comprehensive health benefits (medical/dental/vision)
• Potential premium discounts and company-provided HSA contributions
• Additional medical 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