Enablement Manager - Customer Experience

About Us

Kenect is on a mission to revolutionize customer communication and engagement for businesses across North America. Founded with a deep understanding of the challenges businesses face in connecting with their customers, Kenect helps companies streamline communication, enhance customer satisfaction, and drive growth through its innovative messaging and reputation platform. Trusted by thousands of businesses, our passionate team is committed to building technology that fosters closer connections and helps businesses thrive in a digital-first world.

About the role

As the Enablement Manager for the Customer Experience (CX) team, you will play a pivotal role in ensuring our teams and customers are equipped with the tools, training, materials, and strategies needed to drive adoption, optimize the use of Kenect's products, deliver value, and expand and grow our business within our existing customer base. This highly collaborative role combines strategy, execution, and measurement to continuously improve team performance, customer engagement, and business growth.

What You Will Be Doing

• Oversee role-specific new employee onboarding programs for the CX/CS teams to ensure consistent ramp-up
• Develop and deliver team training programs focusing on value propositions, processes, best practices, and skills
• Design and implement team certification programs, objection handling, and playbooks for proactive customer engagement, saves, expansion/upsell opportunities, and partnering with product marketing on product-related certifications -e.g., product integrations
• Build and maintain a repository of enablement content, including slide decks, quick-reference guides, training content, battle cards, and support how-to guides.
• Analyze customer education needs based on support tickets, behavioral tools (e.g., FullStory, Pendo), and direct feedback from customers and from the Go-to-Market teams
• Provide actionable insights to managers for continuous improvement through needs analysis
• Develop customer-facing content, including self-service training videos, live webinars, and LMS-hosted courses
• Track the effectiveness of virtual and recorded training content
• Manage and maintain all customer education content in multiple channels
• Create and document best practices for the Kenect Resource Center (KRC) and customer interactions
• Support the implementation of a customer admin certification program, incorporating incentives for completion
• Play a lead role in developing the content for our annual user conference for customers
• Partner with Product Marketing and the CX/CS teams to develop enablement materials that improve customer adoption and usage
• Deliver resources and training to help customers understand and implement best practices that optimize their purchased solutions and drive measurable outcomes
• Provide insights and training to the team to support expansion efforts, encouraging customers to optimize existing products purchased and adopt additional Kenect products
• Create content that supports customer education at various journey touchpoints to ensure ongoing engagement and satisfaction – e.g., emails, plays, one-pagers
• Conduct call coaching and review sessions; create and evolve coaching templates and scorecards
• Implement performance management tools and processes, including scorecards and monthly reporting to the CX leadership team (CXLT)
• Manage manager call coaching tracking and hold manager coaching and accountability sessions

Skills & Qualification

• At least 3-5 years of experience managing a revenue enablement function (Sales, CX, CS)
• 3-5 years of training delivery and facilitation experience
• Consulting mindset - asking questions, active listening, data-driven, results orientation
• Content creation for customer-facing and internal team tools, templates, and resources
• Performance coaching through process discipline, call reviews, etc.
• Performance data analysis and training needs analysis
• Cross-team collaboration (Marketing, Sales, Business Development, Product Marketing, etc.)

Preferred (not required):

• 3-5 years of Customer Success experience (CSM or CS leader)
• Instructional design experience
• Performance management experience

Our Company Values We Hope You Showcase

• Learn Fast, Go Fast

• Above and Beyond

• Be Optimistic

• Team is Family

• Be Direct

What Kenect Offers!

• Your birthday is a paid day off

• Onsite gym

• Breakroom full of snacks and drinks

• Convenient location next to freeway entrance/exit

Kenect is an equal opportunity employer. We are an organization comprised of people of all kinds of backgrounds, and believe this mix is precisely what makes us strong. All employment decisions at Kenect are based on business needs, job requirements, and individual qualifications without regard to race, color, religion or belief, family or parental status, or any other status protected under federal, state, or local law.