Senior Manager - Revenue Enablement

Company Description

Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.

There’s another option. Freshworks. With a fresh vision for how the world works.

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.

Fresh vision. Real impact. Come build it with us.

Job Description

The Senior Manager, Global Customer Success Enablement, is responsible for developing and delivering customer success training programs. The role involves collaborating with stakeholders and building effective training to empower customer success teams to achieve their goals. The ideal candidate will have a strong track record of success in customer success enablement roles with experience in delivering training, developing content, and optimizing customer success processes. Additionally, the ideal candidate must be a self-starter with strong delivery skills, both in-person and virtually, and the ability to develop innovative solutions to improve customer success performance. 

Key Responsibilities:

• Execute plans and programs from the Enablement leadership and track impact metrics.

• Deliver onboarding sessions for new joiners and deliver need-based programs for customer success reps.

• Develop and deliver engaging and informative customer success training programs, both in-person and virtually, that align with the overall strategy and goals.

• Build engaging content that supports the delivery of training programs, such as presentations, simulations, and role-playing exercises.

• Design and maintain customer success training materials, presentations, and resources.

• Collaborate with marketing and product teams to create high-quality customer success collateral, presentations, and playbooks that effectively communicate product value propositions and customer success messaging.

• Work closely with customer success leadership to identify training needs and develop customized training plans for customer success teams.

• Deliver training programs in various formats, including in-person workshops, online webinars, and self-paced learning modules.

• Facilitate interactive learning experiences that promote engagement and knowledge retention.

Qualifications

• Bachelor’s/master’s degree in Business, Marketing, or other related fields.

• 6-7 years of work experience in Customer Success, Customer Success Coaching, or Customer Success Training.

• Professional certifications in customer success training will be an added advantage.

• Strong knowledge of the customer success process, methodologies, and best practices.

• Excellent presentation and coaching skills.

• Familiarity with e-learning platforms and role-playing activities.

• Excellent problem-solving capabilities.

• Excellent networking skills.

• Excellent verbal and written communication skills.

• Ability to work independently and collaboratively in a fast-paced environment.

• A proactive and adaptable mindset with a commitment to continuous improvement.

Additional Information

These are some benefits you can expect from us in return:

• Company funded Private Medical Insurance (PMI)

• Company-funded Medical Cash Plan

• Company funded Life Assurance, Income Protection & Critical Illness insurances

• Qualifying workplace pension scheme with company contribution of up to 6%

• Learning & Reading budget of up to £1,000 per year

• Fitness budget of up to £30 per month

• Cycle-to-work scheme

• Enhanced Maternity Leave

• 25 days annual Paid-Time-Off (PTO) 

• Company funded lunch for days in office

• Company Funded Employee Assistance Program (EAP) for both you and your family

• Long Service Awards

• Discounted Tax Support Services

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.