CX Enablement Manager

The CX Enablement Manager at Braze is primarily responsible for designing and implementing training programs for post-sales teams. This includes developing product knowledge and engagement strategies, creating training materials, leading live workshops, and ensuring ongoing support for new hires. In essence, you will play a vital role in enhancing the onboarding experience to boost team performance.

Candidates for the CX Enablement Manager role at Braze should have 5+ years of experience in Sales Enablement, Customer Success, or related fields. Strong communication, relationship management skills, and a track record of implementing effective training programs are essential. Familiarity with Learning Management Systems and a data-driven mindset are also beneficial for this role.

The CX Enablement Manager contributes significantly to team performance by ensuring the proper onboarding and continuous training of Customer Success and Global Support teams. By designing targeted training initiatives and tracking their effectiveness through KPIs, this role ensures that teams have the necessary knowledge and skills to deliver exceptional customer service and drive product adoption.

The corporate culture at Braze for a CX Enablement Manager is vibrant, inclusive, and dynamic. Emphasizing teamwork, high standards, and open communication, Braze fosters an environment where employees are encouraged to bring their diverse passions into work. This role is designed for those who thrive on collaboration and are eager to make a measurable impact within the organization.

CX Enablement Managers at Braze have numerous opportunities for career advancement as the company continues to grow. With a focus on professional development, Braze supports employees with formal career pathing, continuous learning platforms, and stipends for educational pursuits. As you prove your impact and drive results, you'll have the chance to take on more strategic roles within the organization.

When answering this question, highlight specific onboarding programs you've managed, showcasing their scope, objectives, and outcomes. Discuss the methodologies you employed, how you tailored content for diverse learning styles, and the metrics you used to assess effectiveness. This demonstrates your hands-on knowledge and strategic thinking.

To align training with business goals, emphasize the importance of clear communication with stakeholders. Discuss how you've previously gathered inputs, analyzed company objectives, and tailored training content to meet those needs effectively. This showcases your analytical approach and understanding of how training drives business success.

Engagement strategies could include interactive elements like polls or hands-on activities, using diverse training materials like videos or case studies, and regularly soliciting feedback from participants. Emphasize how these strategies have led to improved retention and satisfaction in your previous roles.

Share a specific instance where feedback or performance metrics pointed to a need for redesign. Discuss your thought process in determining what changes were necessary, the actions you took, and the positive impact this had on your team’s performance or customer satisfaction.

Discuss your methods for staying informed, such as attending webinars, participating in professional networks, or engaging with thought leaders in the industry. Highlight how this research has influenced the success of your training initiatives and your ability to integrate best practices.

Explain your approach to evaluating training success, focusing on both qualitative and quantitative metrics. Mention specific KPIs you've tracked, such as retention rates or customer feedback scores, and how you use this data to continually enhance your programs.

Mention specific Learning Management Systems, content creation tools, or collaboration platforms that you’ve worked with. Discuss how these tools helped you streamline processes, create engaging content, or measure the impact of your training initiatives.

Highlight your skills in relationship-building and communication. Discuss your approach to engaging SMEs, gathering vital content insights, and ensuring coherence between their expertise and the broader training objectives. Use examples to illustrate your collaborative efforts.

Key considerations include understanding diverse learning styles, ensuring content is engaging and accessible, and keeping materials up-to-date with current information. Mention how you've previously implemented these practices to enhance the learning experience.

Discuss a specific challenge, outlining the context, the obstacles you faced, and the actions you took. Focus on your problem-solving and leadership skills, and how this experience ultimately led to successful outcomes for your team or organization.