Senior Manager, Customer Enablement

Full-time - Senior

Bellevue, WA

About the position

The Senior Manager of Customer Learning & Enablement is responsible for leading the development, implementation, and execution of strategies designed to ensure our customers are fully equipped to use our products to their greatest potential. This role involves overseeing customer education and training programs as well as supporting product adoption initiatives and ensuring a seamless customer journey. The Senior Manager will work closely with cross-functional teams such as Customer Success, Professional Services, Product, Marketing, and Sales to drive customer success and growth.

Responsibilities

• Leads the strategy and execution of customer enablement programs that drive product adoption, deflect support cases and reduce churn.
• Develops scalable, seamless, role-based learning paths and innovative delivery mechanisms that address diverse customer needs and improve the customer journey across segments and products.
• Analyzes customer feedback and usage data to identify opportunities for new training and support initiatives.
• Leads initiatives that support upsell opportunities by educating customers on advanced product functionalities and best practices.
• Streamlines operational processes to support education and community initiatives.
• Implements innovative learning technologies and methodologies, keeping the enablement function ahead of industry trends.
• Oversees the creation and delivery of customer education materials, including guides, tutorials, and webinars.
• Owns the Nintex Learning Management System, Customer Portal and Community along with the vendor relationships.
• Collaborates with the Product and Marketing team to ensure consistency of content and coordinated delivery to customers.
• Collaborates with Customer Success and Sales teams to gather feedback and requirements on existing and new content as well as the customer facing sites and properties owned by Customer Learning and Enablement.
• Manage and optimize the customer knowledge base and self-service tools.
• Partners with Customer Success, Sales, Professional Services and Product teams to ensure the alignment of customer needs with enablement efforts.
• Works closely with the Product team to understand upcoming features and updates, ensuring that enablement materials are up-to-date and relevant.
• Coordinates with the Marketing team to align customer communications and messaging with enablement initiatives.
• Drives broad internal participation in the Nintex Community.
• Leads and mentor a diverse global team ensuring they are empowered to create impactful customer content and experiences.
• Fosters a collaborative and results-driven culture within the team, ensuring alignment with company goals and objectives.
• Supports team development through coaching, training, and performance management.
• Conducts weekly team calls and regular one on ones with all team members to drive collaboration and accountability.
• Defines and track key performance indicators (KPIs) to measure the effectiveness of customer enablement efforts.
• Uses data and insights to continuously improve the enablement strategy, ensuring optimal customer engagement and satisfaction.
• Provides regular reports to senior leadership on the impact and success of enablement programs.

Requirements

• 7+ years of experience in customer enablement, customer success, or similar roles.
• Proven experience leading teams and managing large-scale enablement programs.
• Strong understanding of customer journey, SaaS, and product adoption lifecycle.
• Experience with Learning Management Systems (LMS), including the creation, management, and optimization of training programs and content to drive customer engagement and product adoption.
• Experience with customer engagement tools.
• Experience with Salesforce.
• Experience with Tingono is a plus.

Benefits

• Global Gratitude and Recharge Days
• Flexible, paid time off policy
• Employee wellness programs and counseling resources
• Meaningful peer recognition and awards
• Paid parental leave
• Invention/patenting assistance
• Community impact, paid volunteer time, and opportunities
• Intercultural learning and celebration
• Multiple tools through which to learn and grow, and an incredible global community