Job Title: Global CSM Enablement Manager
Department: Sales / Sales Enablement
Reports to: Global Technical Enablement Manager
Location: Austin, TX | Ontario, Canada
Overview
We are seeking a highly motivated, experienced, and self-driven Customer Success Enablement Manager to design, develop, and deliver training content for Customer Success Managers (CSMs) worldwide. This global role involves creating enablement programs that cover Cloudflare products, solutions, functional skills, tools, and processes essential for CSM effectiveness.
Reporting to the Senior Manager of Technical Enablement within the Sales Enablement team, the successful candidate will work closely with product technical marketing, technical enablement architects, product management, and the CSM organization to empower global teams. This role is integral to an experienced global team of technical enablement architects responsible for developing and delivering technical training across all Cloudflare products and solutions.
About the Team
Do you thrive on creating innovative solutions? Do you value new capabilities? Can you help us develop and deliver technical educational programs that are engaging and hands-on to enable our teams?
The Technical Enablement team within the Enablement organization is focused on increasing and improving Cloudflare's technical product educational offerings for our Sales, Pre-Sales and Post Sales, Partner and Customer organization by advancing our capabilities through state-of-the-art hands-on learning environments such as labs, demos, apps and virtual classrooms. By focusing our educational offerings on product, competition, market, architectural landscapes, and certifications we will help elevate the stakeholders to the next generation of technical value selling and consulting experts. By elevating our training offerings, we will enable our internal customers to use Cloudflare for their cloud strategies while creating customers for life.
Key activities of the team include but are not limited to:
- Enabling technical sellers across the Pre-Sales, Customer Success, and Professional Services organizations worldwide
- Architecting hands-on solutions across Cloudflare's key product lines
- Driving quality and fostering collaboration within our Product Communities and SME program
- Developing and maintaining a Technical Enablement sandbox environment to create scalable labs, demos, apps, tools, and virtual classrooms
- Delivering competitive analysis, market insights, architectural landscape, and certification programs by product lines
Job Summary
The CSM Enablement Manager will be responsible for designing, developing, and implementing enablement programs that enhance the skills and effectiveness of our Customer Success Managers (CSMs). This role requires a strategic thinker with a deep understanding of customer success processes, strong project management skills, and the ability to work collaboratively across departments.
Key Responsibilities:
- Enablement Programs:
- Strategy Development: Develop and execute a comprehensive enablement strategy that supports the professional growth and effectiveness of our CSMs.
- Program Design: Design and develop comprehensive enablement programs, including onboarding, continuous learning, and skills development for CSMs.
- Learning Paths: Create role-specific learning paths and certifications to ensure CSMs are equipped with the necessary knowledge and skills.
- Training Materials: Develop and maintain training materials, resources, and documentation.
- Onboarding: Develop and maintain an onboarding program for new CSM hires, ensuring a smooth transition and accelerated ramp-up.
- Collaboration and Stakeholder Management:
- Leadership Collaboration: Work closely with senior leadership to develop enablement initiatives tailored to address critical gaps in knowledge, skills, and processes among our global CSMs.
- Cross-functional Alignment: Collaborate with the Customer Success Leadership Team (CSLT), Product Marketing, Product Management, and Sales Operations to align enablement programs with business goals.
- Feedback Integration: Partner with CSMs and other stakeholders to gather feedback and continuously improve enablement efforts.
- Supportive Environment: Foster a collaborative and supportive environment through knowledge sharing, peer learning, and facilitating communication channels for CSMs.
- Content Creation and Management:
- Subject Matter Expertise: Act as a subject matter expert on customer success best practices, industry trends, and emerging technologies relevant to customer success, incorporating them into enablement programs.
- Content Development: Collaborate with subject matter experts to create and curate engaging content, including e-learning modules, workshops, webinars, and in-person training sessions.
- Content Relevance: Ensure all content is up-to-date, relevant, and aligned with company objectives and industry best practices.
- Coaching and Mentorship: Provide ongoing coaching and mentorship to CSMs, offering guidance on best practices, customer engagement strategies, and relationship management.
- Performance Analysis and Improvement:
- Metrics Establishment: Establish metrics to measure the effectiveness of enablement initiatives and track the impact on CSM performance, customer satisfaction, and revenue growth.
- Program Assessment: Implement and manage tools and metrics to assess the effectiveness of enablement programs.
- Data Analysis: Analyze performance data to identify areas for improvement and adjust programs accordingly.
- Reporting: Provide regular reports and insights to senior leadership on the progress and impact of enablement initiatives.
- Event Planning and Execution:
- Event Leadership: Lead the planning and execution of enablement events, such as global and regional Sales Kickoffs, role-specific workshops, onboarding programs, and other training events.
- Engagement and Learning: Ensure events are engaging, informative, and provide valuable learning experiences for attendees.
This position offers a unique opportunity to contribute to the growth and success of Cloudflare by enabling our teams with the knowledge and tools they need to excel in their roles.
Skills and Competencies
- Motivation: Self-driven and highly motivated with a passion for empowering teams.
- Program Design: Proven experience in designing and implementing enablement programs.
- Project Management: Strong project management and organizational skills.
- Communication: Excellent communication and presentation skills for effectively conveying complex technical concepts to stakeholders.
- Adaptability: Ability to work effectively in a fast-paced, dynamic environment and adapt to rapidly changing technologies and industry trends.
- Collaboration: Ability to work collaboratively with cross-functional teams, including Sales Enablement, Product Management, and Services organizations.
- Analytical Skills: Analytical mindset with the ability to interpret data and provide actionable insights.
- Strategic Alignment: Ability to align network strategies with overall business goals and objectives.
Qualifications
- Education: Bachelor's degree in Business, Marketing, Education, or a related field; Master's degree preferred.
- Experience: 5+ years of experience in customer success, sales enablement, training, or a related field. Proven experience in customer success enablement or a related field.
- Technical Expertise: Strong understanding of technical enablement and training development. Proficiency in using enablement tools and platforms (e.g., LMS, content management systems).
Desired Skills
- Self-Starter: Strong initiative and interpersonal skills, including time management, team leadership, and conflict management.
- Intellectual Curiosity: Desire and ability to understand complex technical concepts.
- Situational Fluency: Ability to influence and motivate others, demonstrating perseverance in handling challenging business situations.
- Corporate Navigation: Ability to set priorities and maneuver effectively in a corporate environment with a strong sense of urgency.
Join our team to leverage your expertise in enabling our customer success initiatives and contribute to the growth and success of our organization.
