Manager, Enablement
Core
Building scalable training programs, SOPs, and certification standards for HighLevel's Customer Success department to improve ramp time and call quality.
Role type
Manager, Enablement (Customer Success)
Builds
Training curricula, SOP libraries, certification models, and onboarding frameworks for Implementation and CSM teams.
Domain
SaaS / Customer Success / Business Operations
Required skills
Instructional design, process mapping, curriculum development, QA framework design, team leadership, data analysis, stakeholder management, change management
Preferred skills
Experience building training from scratch, facilitation skills, knowledge of SaaS onboarding, ability to translate product changes into enablement
Technologies
LMS platforms, call recording tools, QA software, collaboration tools
Responsibilities
Design and maintain SOPs for Implementation and CSM functions; build and facilitate training curricula and certification programs; own new hire onboarding and ramp-up processes; lead a small enablement team of trainers and QA analysts; partner with Product to enable new features; define and report on enablement KPIs.
Seniority
Manager, hands-on IC with team leadership