Sales Enablement Lead (Customer & Product Support)
Core
Design and own end-to-end onboarding and continuous training for the global Customer & Product Support team to ensure product fluency in triaging, troubleshooting, and resolving complex customer questions for technical products like APIs, Financial Data, and Connectors.
Role type
Sales Enablement Lead (Customer & Product Support)
Builds
Scalable enablement programs, playbooks, and knowledge bases for support and revenue teams
Domain
Enterprise AI market intelligence platform (SaaS)
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Program design, technical product knowledge (APIs, connectors, financial data), cross-functional partnership, data-driven iteration, coaching/mentoring, workflow design
Preferred skills
Experience with security/infosec concepts, IT and AI buyer persona engagement, project management for product launches
Technologies
APIs, Financial Data, Connectors, Security tools, Infosec frameworks
Responsibilities
Design and own end-to-end onboarding and continuous training for the Support team; Define escalation paths, workflows, and troubleshooting best practices; Partner with Product Enablement to translate new releases into field-ready enablement; Own security and infosec enablement across the organization; Work with App Specialists and PMM to improve connector and implementation knowledge; Build and maintain internal product knowledge bases, playbooks, and guides; Coach reps and help them apply knowledge to real scenarios; Track knowledge through assessments and performance metrics
Seniority
Senior, hands-on IC