Compensation Overview

We are expanding and are looking for a full-time Customer Enablement Manager. This individual will ideally be based out of our Denver, Colorado or Dallas, Texas offices, though remote candidates may be considered depending on experience. 

What you will do: 

The Customer Enablement Manager will be a critical member of our Customer Operations team, responsible for enhancing the performance and productivity of our global customer operations team. This role requires the development of training for all products and a variety of job and role skills such as customer care, implementation, operations and customer success. Outputs include onboarding programs, training programs, skill and product refreshes, remote learning content and systems, in person training curricula and content, and delivery of some of this content. The successful candidate will collaborate with the leaders of these respective functions, who have subject matter expertise, to create a globally consistent and well structured formal training practices to ensure Customer Operations scalability and quality of service.

Where you will have impact:

• Own customer operations team training through playbook and content creation, training with the customer teams, and ongoing operational preparedness as new features or products are released.  Adapt playbooks and skill set development training with special attention to approach for scaling up teams. 
• Develop and deliver training action plans for the launch of products and strategy to provide continued support in driving support performance and customer satisfaction. 
• Own Customer Operations GTM readiness through collaboration with Customer Care, Product, Engineering, Account Management, Marketing and Product for product, feature releases and enhancements training.
• Own product training for all Customer Operations teams with material and content from new hire readiness to ongoing academy sessions designed to focus on training needs based on results, skill set development, and team member roles. 
• Create and deliver new hire training, onboarding, and ongoing training curriculum in collaboration with Growth Ops leads, managers and cross functional teams.  
• Execute on content creation or modifications across our customer engagement platforms (360 Learning) and corporate wiki (Confluence).
• Find opportunities to improve tools, simplify the post sales motion related to onboarding, implementation, ongoing customer care, and advance success of each customer persona for all products.
• Define, track, and report on key performance metrics and enablement program effectiveness, making data-driven adjustments as needed.

About our team:

Our Customer Care team is a collaborative team across the AMER, APAC and EMEA regions. The team advises and guides our wide array of customers as they map any number of business needs to Lighthouse. We are the faces of Lighthouse - genuinely compassionate, strategic-minded, organized and dedicated. As a member of our team, you’ll have the opportunity to work with a dynamic group of professionals, learn from experienced leaders, and contribute to the success of our organization.

Who you are:

• The ideal candidate has a Bachelor’s Degree in Hospitality, Business, Communication, or Learning & Development.
• 4+ years of experience in related roles: enablement, consulting, coaching, sales, program management, sales strategy, change management.
• 2+ years of relevant experience within the hospitality business, or with a SaaS company.
• You have experience in adult education, coaching, enabling, training and mentoring a global team, expertise in Confluence and LMS platforms is a strong plus.
• You are fluent in English and have excellent written and oral communication skills.
• You have a proven track record of successfully training a Customer Care organization to develop strategies for team scale.
• You are a strategic thinker that tries to find ways how we can scale as fast and as effectively as possible.
• Enablement serves a global team and this role will be dedicated to supporting all regions. You must have overlapping hours with our APAC and EMEA team.
• You are a team player and always eager to help colleagues to overcome objections and challenges. 
• You are not afraid for challenges or objections, you are motivated by them and a creative thinker that comes up with ideas how to tackle them and see an opportunity rather than a challenge.
• You have proven skills in relationship building both internally and externally.
• You have no problem working in a fast paced environment where objectives and projects might change in order to scale.

What’s in it for you? 

• Hybrid work environment.
• Flexible time off: Autonomy to manage your work-life balance.
• Career development: Workshops, frameworks, tools, training, and processes to realize your full potential.
• Impactful work: Shape products relied on by 85,000+ users worldwide.
• Competitive compensation: Proactively maintained to value your work.
• 401k matching: Up to 4%.
• Health insurance: Three Blue Cross Blue Shield plans with 99% company contribution to the base plan and 50% for dependents and spouses, plus $25/month to HSA.
• Wellbeing support: Subsidized up to 80% ClassPass subscription.
• Referral bonuses: Earn rewards for bringing in new talent.

In addition to benefits and other Lighthouse total rewards, the annual base salary for this role is $85,000 - $95,000. We benchmark our salary ranges for new hires in relation to the role, level, and role location; however, we consider a multitude of factors, to include relevant experience, skills, and education/training, to determine compensation within the identified range.