Senior Manager, Enablement and Education

Job Description

At Reflektive, we are evolving talent management for the World’s Best Places to Work. We care deeply about the success of our customers and strive to help them achieve their goals in inspiring and engaging their teams and workforces. Reflektive is seeking a Senior Manager, Enablement and Education to work with our customers throughout the customer lifecycle to ensure education and adoption of Reflektive’s platform and best practices to improve their performance management programs and achieve their business objectives. We are looking for a candidate who is part product evangelist, part multimedia content producer, part teacher who loves to inspire and educate customers. The ideal candidate is a thoughtful, energetic and creative professional who has a passion for building strong relationships, can translate technology with compelling stories, and uses analytical skills to drive continuous improvement.

What you'll do

• Build and operationalize an engaging internal and external enablement and certification program, working cross-functionally throughout the customer lifecycle (e.g. Sales, Product, Marketing, Services, Customer Success)
• Lead the design and execution of customer enablement programs and delivery strategy at scale, considering the needs of global customers in all segment sizes
• Design and facilitate content to support product knowledge, industry best practices, and product release webinars
• Design, facilitate and program manage a curricula of live training course offerings
• Develop instructional Customer Journeys to drive the success of customers and accelerate time to value of Reflektive
• Create and manage content for an external knowledge base portal, including product release content, allowing customers to self-serve answers to their questions to improve the customer experience and increase efficiency in the Customer Success and Support teams
• Work in close partnership with internal teams (e.g. Product, Marketing) to support our product release process,
• Create communications and manage automated customer email journeys to drive adoption and usage of the Reflektive’s platform
• Create internal and external feedback loops to assess needs and close gaps
• Leverage data insights to drive development and continuous improvement in new and existing enablement programs
• Work collaboratively across teams at Reflektive to represent customer needs and engage a team-accountability approach to deliver for the customer

What you have

• 7+ years of experience in a SaaS company in Training and Enablement, Customer Success, Professional Services, Marketing, Product or similar customer facing role(s)
• Knowledge of SaaS products and the SaaS industry
• Proven track record of building customer success programs, launching a new content platform, and defining the strategy for delivery and consumption of educational content
• Experience working with large scale technical deployments and translating specs into training content and readiness guides
• Experience supporting a product release process with a focus on webinar development and written educational content
• Content strategy, design, development, production, delivery, and optimization (end-to-end) is required
• Experience building and implementing customer journeys in the Salesforce, Gainsight or similar platform
• Domain knowledge in HCM and HR Performance Management practices, and familiarity with enabling technologies (e.g., HCM/HRIS) and experience working in Human Resources as a practitioner or technology partner
• Experience working with multimedia and content development tools, including end-to-end video production experience: Creating scripts, recording, editing with Adobe Premiere/After-Effects or Final Cut Pro (or equivalent), and post-processing workflows

Reflektive is the leading performance management platform that accelerates business growth through continuous improvement. With Reflektive, organizations can scale constructive, ongoing conversations that increase employee engagement and productivity by 2X. Forward-thinking companies such as Allbirds, FabFitFun, Gainsight, Grubhub and Protective depend on Reflektive to build the high-performing teams that drive their growth. Backed by Andreessen Horowitz, Lightspeed Venture Partners and TPG Growth, Reflektive has raised more than $100 million to date and was ranked 13th Fastest Growing Company in North America on Deloitte’s Technology Fast 500TM. For more information, please visit www.reflektive.com . We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Apply for this job