Global Services Technical Enablement Manager

As our Customer Success team will continue to grow, we need a Customer Success Product Enablement Manager to simplify product information and enhance customer success knowledge with a comprehensive technical program. This will equip the Customer Success Organization to effectively implement, educate, and communicate the intricacies of Coveo Platform features to customers.

The main focus within this role is to ensure that all team members responsible for Customer Success are fully trained and have all of the technical skills and resources (cheat sheets, documentation, etc.) they need in order to fulfill their responsibilities. 

• Cultivate a deep understanding of our product and customer journey milestones from first signature through renewal/advocacy
• Collaborate with all stakeholders to define exactly what customer success product enablement is required to deliver in your organization
• Simplify and communicate all the incoming product changes to the team
• Ensure the consistent delivery of technical product enablement program to CS
• Help the organization build a consistent data-driven feedback methodology
• Collaborate with Commercial Enablement to design, develop and maintain onboarding programs and Continuous Learning programs
• Help drive our Customer Success team’s KCS (Knowledge center service) initiative by coaching and building adoptionKCS best practices within the team
• Study gaps in our customer journey and partner with Commercial Enablement to develop specific product training programs to drive adoption through CS engagement initiatives; optimization of existing features, and new feature enablement 
• Organize and lead mentoring and shadowing programs for new and existing CSMs and managers
• Partner with Customer Success leadership to identify internal cross-team operational inefficiencies and devise effective improvements
• Build dynamic, consumable content that achieves predefined learning objectives. Responsible to  measure the impact of enablement programs in line with strategic goals

• Strong presentation skills and the ability to create engaging, informative, interactive learning experiences
• Good understanding of our main partners technology stack(Salesforce, SAP, SItecore) and Coveo integration in them
• Develop a strong product and technical understanding of the product and it’s different use cases
• Effective simplification skills

• Experience in executing enablement strategies and content for a high velocity customer success process
• Ability to build and delivery in short time periods, designed and developed to build long term skills and capabilities
• Tech savvy - anticipating, experimenting with, learning, and adopting a broad range of new technologies that enhance organizational outcomes and drive the team forward
• Ability to create framework to track enablement metrics and work to continually improve engagement and productivity of the CS teams through increased passion, knowledge and awareness of the value Coveo brings to its customers
• Ability to recognize that people have different learning styles and tailor training and familiarization programs to suit them all (know your audience!!)
• Affinity with Learning Management Systems (LMS)

Do you think you can bring this role to life? Or add your own color? You don’t need to check every single box; passion goes a long way and we appreciate that skillsets are transferable.

Send us your application, we want to hear from you!

We encourage all qualified candidates to apply regardless of, for example, age, gender, disability, gaps in CV, national or ethnic background.