CX Enablement Manager

WHAT YOU’LL DO

Braze is a fast-paced, growth-oriented company, and to sustain this peak performance, our go-to-market teams must be highly productive. As a Customer Experience (CX) Enablement Manager,  you will be responsible for designing, developing, and implementing training programs that equip our post-sales teams with the knowledge and skills needed to deliver outstanding service to our customers. You will collaborate closely with various stakeholders to ensure our teams are well-prepared to meet customer needs and drive product adoption.

Key Responsibilities:

• Partner with the GTM Onboarding team to re-imagine onboarding for CX teams.  In year one of this role, your primary objective will be to improve the new hire experience and decrease ramp time for CX
• Develop and deliver comprehensive training programs- primarily for Customer Success and Global Support teams, focusing on product knowledge, customer engagement strategies, and support best practices
• Create engaging training materials, including presentations, e-learning modules, and documentation that cater to different learning styles
• Schedule and lead live onboarding workshops and certifications for new hires, ensuring the delivery aligns with business needs and expectations
• Administer and grade assignments and certification assessments promptly, ensuring consistent standards and providing high-quality feedback
• Manage the end-to-end logistics for the onboarding program, including coordination with Subject Matter Experts (SMEs) for specialized content presentations

Content Management & Development

• Maintain and update training materials built for the CX team, both live and within the eLearning platform (Seismic Learning) to ensure accuracy and relevance
• Redesign or create new content in collaboration with SMEs, ensuring materials reflect current business processes, tools, and strategies
• Ensure continuous improvement of content to meet evolving business need

Program Management & Stakeholder Engagement

• Actively engage with CX team members, monitor their progress, and provide follow-up communications to ensure they remain on track and engaged with the program
• Provide regular feedback on onboarding program performance to the broader enablement team, identifying opportunities for enhancement and continuous improvement
• Keep hiring managers updated on new hires’ progress to ensure they can provide additional support during the onboarding journey
• Partner with other GTM team Enablement & Productivity team members to gather key inputs from stakeholders and align on strategy and approach to execute

Data-Driven Enablement

• Track key KPIs to measure the effectiveness and impact of programs using both qualitative and quantitative data
• Leverage data insights from new hires’ performance and feedback to optimize onboarding experiences
• Ensure alignment between the programs you deliver and business Goals, identifying and prioritizing areas for support or improvement

Collaboration & Cross-Functional Partnership

• Work closely with the Enablement & Productivity team to integrate the latest enablement content into the existing  programs, where appropriate
• Partner with SMEs and other teams across the organization to ensure alignment between onboarding content and the latest processes, tools, and business strategies
• Participate in broader team initiatives, such as sales kick-offs or other larger training events, to provide support and deliver relevant content where appropriate

WHO YOU ARE

• 5+ years combined experience in Sales/ GTM Enablement, Customer Success and/ or GTM readiness, Productivity, or Sales Operations
• Subject matter expertise in sales processes, tools, methodologies, and techniques
• Strong communication, facilitation and influence skills
• Exceptional relationship management skills with senior stakeholders
• Strong collaboration and problem-solving skills
• Confidence when presenting in front of large groups
• Proven track record of producing and hosting enablement events, leading advanced sales training driving adoption of best practices, and measuring the impact of productivity programs at scale
• Flexibility and ability to pivot to new demands with a high sense of urgency
• Demonstrated leadership in delivering results with large-scale, cross-functional teams
• Experience working with Learning Management Systems and other related systems and processes
• Ability to conduct analyses, translate results to digestible communications, including messages and presentations
• Light travel
• Business fluent English. Additional languages are an advantage

For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $128,700 and $151,200/year with an expected On Target Earnings (OTE) between $143,000 and $168,000/year (including bonus or commission). Your exact offer may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. In addition to cash compensation, Braze offers full- and part- time employees a comprehensive Total Rewards package that includes equity grants of restricted stock (RSUs) so that all Braze employees own a piece of our company.