Customer Support Enablement Manager - CDMX

Apollo.io-posted 2 months ago
501-1,000 employees
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Apollo is looking for a strategic and versatile Enablement Lead to own and evolve the end-to-end enablement experience for our customer journey—from the first onboarding experience through the scaling of our support organization. This role uniquely combines customer onboarding delivery with internal support enablement, ensuring we deliver confidence-inspiring, value-driven experiences both to our customers and to our internal support teams. You’ll be responsible for two critical missions: Onboarding Customers: Delivering a seamless, transparent, and confidence-building onboarding journey for new customers, helping them implement Apollo successfully and achieve early wins. Enabling Support Teams: Leading new hire onboarding and ongoing enablement for our global Customer Support team, ensuring agents are equipped with the tools, workflows, and knowledge to drive outstanding customer experiences at scale. This role requires a skilled facilitator, program builder, and cross-functional collaborator who thrives in fast-paced SaaS environments and knows how to translate performance metrics into targeted enablement strategies.

  • Teach Apollo’s full product suite to customers, guiding them through implementation and adoption.
  • Lead technical discussions and integrations with 3rd party tools (e.g., SFDC, HubSpot, Marketo, Zapier).
  • Facilitate onboarding calls and training sessions; manage a portfolio of 30–40 onboarding customers at once.
  • Track and manage customer progress using CS tooling (e.g., Vitally), ensuring value-driven graduations and positive CSAT scores.
  • Collaborate with the Onboarding team to deliver scaled webinars and resources for end-user training.
  • Maintain a < 6hr SLA on customer inquiries during onboarding.
  • Own the strategy, execution, and measurement of the 6-week new hire onboarding program for Customer Support in Mexico City.
  • Facilitate in-person training sessions that are engaging, relevant, and role-specific.
  • Build and iterate onboarding documentation, checklists, certifications, and ramp milestones.
  • Partner with the US-based Everboarding Manager to design ongoing training programs based on CSAT, QA, product changes, and performance metrics.
  • Develop scalable enablement programs for support teams and customers, blending live facilitation, async/self-paced content, microlearning, and certifications.
  • Work cross-functionally with Support Ops, QA, Product, Sales, and Engineering to align training with business and customer goals.
  • Use enablement tools (LMS, content hubs, Maestro, survey dashboards) to deliver and track learning at scale.
  • Define success metrics for both onboarding and enablement (e.g., time to productivity, QA scores, CSAT, adoption milestones).
  • Establish feedback loops with customers and internal stakeholders to improve program delivery and outcomes.
  • Champion a culture of learning, adaptability, and continuous improvement across Apollo’s customer journey.
  • 5+ years of experience in Customer Support, Enablement, or Training roles, with ownership of onboarding and learning programs.
  • SaaS industry experience required.
  • Proven experience facilitating live training (customer-facing or internal).
  • Strong understanding of technical integrations and SaaS workflows.
  • Skilled in program design, stakeholder management, and cross-functional collaboration.
  • Bilingual (Spanish and English) required.
  • Strong problem-solving, presentation, and communication skills with a focus on clarity and influence.
  • Ability to manage multiple projects at once with urgency and attention to detail.
  • Experience with chat/ticket-based support enablement or QA alignment.
  • Familiarity with Salesforce, Apollo.io, Maestro, Intercom, or similar systems.
  • Resources and support for personal and professional growth.
  • Autonomy to design impactful programs.
  • Collaborative work environment across departments.
  • Encouragement of bold ideas and experimentation.
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