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The CSG Enablement Manager is a proven, passionate and strategic learning professional. They are the central enablement planning resource responsible for implementing employee learning programs that drive success for the Customer Success Group (CSG). This resource aligns cross functionally with business stakeholders to understand their learning needs and then delivers on these objectives through partnership with a Content & Design production team as well as Subject Matter Experts. The CSG Enablement Manager is responsible for rolling out and driving high adoption of their respective enablement programs within the field. Their strong background in learning and training allows them to influence decisions and identify continuous improvement of opportunities through analytics and measurement, enlisting continuous feedback and through constant innovation.
Create and deliver scalable enablement programs that positively impact employee productivity and achieve desired business outcomes.
Lead the on-going design and execution of soft skills learning programs to improve customer success competencies and interactions.
Build trust and credibility with executive leadership in order to align learning needs with business challenges and organizational priorities.
Knowledgeable of effective learning strategies to most effectively enable field resources
Manage and hold vendors accountable to SLAs, compliance and contractual obligations
Manage end to end process of selecting and on-boarding a new vendors, including the SOW/PR/PO process, vendor selection, collaboration with procurement in vendor negotiations, and on-boarding of the new vendor
Execute with strong program management skills, including creating and monitoring work-plans, managing against milestones, knowing what to prioritize and why, knowing who to keep informed, why, and how often, and knowing when to escalate.
Partner closely with an enablement instructional design team who writes, designs and packages the content required for the enablement program
Manage enablement offerings and roadmap for their respective line of business or product
Responsible for communicating and driving field readiness of the enablement programs with the field using leading edge technologies
Understand industry leading trends in learning strategies and tools
Develop and analyze success metrics to measure impact and improve learning programs; continuously assess delivery process improvement opportunities; Evaluate effectiveness of current soft skills programs portfolio
Preferred Qualifications and Skills:
Minimum of 7 years experience within a SaaS environment
8+ years of experience in learning & development - designing, implementing & measuring the effectiveness of workplace learning programs in a mid-to large-sized organization.
Deep knowledge of soft skills programs & competencies appropriate for a customer service setting.
Expert facilitator to engage learners across both virtual and in-person settings
Experience designing and delivering innovative learning programs with measurable business results.
Strong cross-functional collaboration, project management, organization & team engagement skills
Strong interpersonal skills; adept at resolving complex business issues and moving solutions to the next level.
Strong communication skills and training background
Exceptional analytical skills; experience overseeing and managing business metrics, productivity, and outcomes.
Ability to plan, manage and deliver multiple, concurrent, and complex work streams in a matrixed organization with aggressive timelines.
Knowledge of Salesforce product portfolio with keen understanding of product messaging and positioning in addition to overall industry knowledge.
PASSION: Passionate about Customer Success
BEGINNERS MIND: Always learning; approaches each interaction with open mind; great listener and hands-on
LEADERSHIP: Self-aware and strategic thinker; proficient at building strong relationships and managing personnel
COMMUNICATOR: Speaks and writes with clarity, brevity, and purpose; explains area of expertise clearly and confidently to others; influences and engages C-Level with authority and confidence
STORYTELLER: Confidently and effectively facilitates and presents; ably defends point-of-view; keeps audiences engaged and delivers a clear and memorable message
TEAM PLAYER: Proficient at collaboration and working with members of a team
URGENCY: Ability to move fast and drive business value and results
OHANA: Embodies Aloha culture; a team player that everyone enjoys working with and has a generous heart
TRUST: Trusts the company’s core values; shows integrity, transparency, and reliability
ADAPTABLE: Excels in high levels of uncertainty and change
COMMUNITY CHAMPION: Leads internal initiatives; actively contributes to the Field and Community knowledge and resource base
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Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org .
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