second-nature - Post-Sales Enablement Manager

• LEAD ENABLEMENT ACROSS POST-SALES TEAMS • Develop and execute a post-sales enablement strategy focused on customer time-to-value, activation, adoption, retention, and operational excellence across Implementation and Onboarding, CX, CS, and Data Management. • Serve as a connector between Implementation, CX, CS, and Fulfillment to align resources, share best practices, and eliminate gaps in the customer journey. • Build reinforcement loops that ensure what gets trained actually sticks at the front line. • ACCELERATE IMPLEMENTATION AND ONBOARDING (IMPLEMENTATION) • Partner with Implementation leadership to build enablement programs that shorten time-to-launch, reduce failure-to-launch rates, and equip onboarding teams to handle complex customer configurations with confidence. • Design playbooks, process guides, and training that give Implementation ICs a clear, repeatable path from contract through go-live. • Collaborate with Product and CX to ensure the Implementation team is always current on platform changes, new features, and evolving customer requirements. • Build handoff enablement between Implementation and CX so customers experience a seamless transition from onboarding to ongoing success. • DRIVE CUSTOMER GROWTH AND ADOPTION (CX) • Partner with CSMs and CX leadership to build a coaching culture, equipping teams to have more impactful, consultative conversations with customers. • Build enablement resources and workshops that help the CX team track adoption metrics, facilitate meaningful stakeholder conversations, and deliver guidance that drives retention. • Design playbooks and job aids that help customer-facing ICs navigate complex situations with clarity and confidence. • STRENGTHEN RESIDENT SUPPORT (CS) • Collaborate with the Customer Support team to deliver enablement and ongoing training that improves issue resolution speed, raises resident satisfaction scores, and upholds our Triple Win values. • Maintain an up-to-date knowledge base and equip CS to handle new products, policy updates, and challenging resident situations effectively. • Monitor support quality trends and translate findings into targeted training interventions. • OPTIMIZE DATA MANAGEMENT ENABLEMENT • Work with Data Managers to ensure they have the processes and resources needed for accurate, efficient data flow and internal reporting. • Facilitate knowledge transfer and process training as workflows evolve, ensuring all post-sales teams benefit from timely and accurate data. • OWN TRAINING PROGRAMS AND CONTENT • Design and maintain onboarding and continuous learning programs for all post-sales teams, ensuring every person is prepared to deliver value at every stage of the customer journey. • Own a centralized library of enablement resources, including playbooks, FAQs, process guides, and product update communications. • Build and expand asynchronous learning content to reduce dependence on synchronous delivery and increase enablement reach. • ESTABLISH FEEDBACK AND CONTINUOUS IMPROVEMENT • Build and manage feedback loops across all post-sales teams to surface enablement gaps, measure program effectiveness, and drive iteration. • Track, analyze, and report on program impact, making data-backed recommendations for where to invest next. • PARTNER CROSS-FUNCTIONALLY • Collaborate with Product, Implementation, Marketing, and Sales to ensure consistent messaging and a seamless customer journey from activation through ongoing support. • Champion post-sales team feedback and customer insights in go-to-market, product, and process discussions. • ⭐ WHAT SUCCESS LOOKS LIKE • Time-to-launch shortens and failure-to-launch rates drop as Implementation teams gain clearer playbooks and stronger onboarding support. • Customer activation trends upward, supported by clear data and reporting on the ROI of your programs. • Customer churn decreases as teams build stronger product understanding and value alignment. • Post-sales teams feel equipped and supported to handle customer interactions with confidence.