Senior Manager, Customer Success Enablement

TouchBistro is looking for a Senior Manager, CS Enablement to design, develop and provide leadership for learning experiences within our Customer Success team! This role is responsible for developing and executing learning strategies and programs that ensure TouchBistro delivers exceptional experiences to customers throughout their lifecycle. Furthermore, you will be involved in creating innovative learning solutions to enhance the skills and knowledge of both employees and customers, driving operational efficiencies and self-serve adoption. Reporting to the Senior Director of Customer Success Operations, the ideal candidate will have expertise in instructional design, project management, digital learning best practices, and stakeholder engagement.

Your Day-To-Day

• Develop and implement training programs;
• For new hires & existing employees, covering systems, products, features, benefits, and technical troubleshooting, ensuring proficiency and confidence across various functions including technical support, specialty support, loyalty retention, professional services, and installation
• For customers,  create and maintain a multi-channel unaided help/learning model (self-serve) for TouchBistro users, reducing customer friction and improving operating costs through contextual self-guided support interactions
• Utilize various delivery channels including in-product step guides, video tutorials, how-to guides, and interactive tutorials
• Collaborate closely with Product, Technical Support, Professional Services, Marketing, and other departments to identify training needs and gather content for training materials, while developing detailed schedules for training sessions and programs 
• Monitor and evaluate training effectiveness by implementing metrics and feedback mechanisms to continuously improve training programs; ensure the company's knowledge base is updated with relevant training materials and resources 
• Leadership & Strategy: directly lead a team of content-creation specialists and indirectly lead and mentor subject matter experts and trainers

All About You

Must Haves:

• You have 5+ years of experience in employee training, learning, and development
• 3+ years in a leadership role
• You hold a Bachelor's degree in Education, Human Resources, Business Administration, or a related field 
• You have proven experience managing Learning & Development functions at a medium-large scale
• You are proficient in designing, developing, and delivering training programs
• You have hands on experience with learning management systems (LMS) and other training software
• You have strong leadership, team management and project management skills

Nice to Haves:

• You have familiarity with the SaaS industry and/or POS systems
• Experience with Docebo, Articulate 360, and/or Pendo 
• Master's degree

Last updated on Aug 20, 2024