Technical Onboarding & Enablement Manager - Customer Success

About the Role

You will lead the creation and execution of technical enablement programs, focusing on accelerating onboarding, delivering advanced training, and enhancing the quality of service provided by Clutch’s implementation and customer success teams. Your work will involve developing technical curricula, ensuring rapid product adoption, and driving continuous improvement in team performance.

About the Team

At Clutch, our Customer Success team is celebrated for its excellence and the outstanding feedback we consistently receive from our clients. Our team is a dynamic and supportive group that thrives on collaboration and continuous improvement.

• Innovative Team Initiatives: We are dedicated to evolving our processes and skills. Recent initiatives include a highly impactful team off-site with a Customer Success consultant, which provided new insights into our implementation strategies and customer interactions.

• Strategic Role Development: We are committed to enhancing our onboarding and product enablement processes. Our newly established Technical Enablement role is designed to accelerate training, improve onboarding experiences, and support the ongoing development of our Customer Success and Implementation teams.

Joining our Success Organization as our Technical Enablement Manager means becoming part of a forward-thinking and collaborative group focused on driving customer success and delivering exceptional results. If you’re excited about empowering teams, improving processes, and making a tangible impact, we’d love to have you on board!

What You’ll Do

Within 3 months, you will:

• Accelerate Teammate Onboarding: Lead initiatives to streamline and speed up the onboarding process for our implementation and customer success teams, ensuring quick and effective learning of new products to reduce time-to-productivity.

• Understand the Product and Processes: Gain a comprehensive understanding of our product, including its technical details, as well as our Customer Success and Implementation motions.

• Develop Onboarding Program: Build the initial version of a New Hire Onboarding program aimed at decreasing ramp-up time for Customer Success Managers (CSMs) and Implementation Engineers (IEs).

• Support with Training Materials: Create and provide training materials to support the team, accelerating our roll-out schedule and change control processes.

Within 6 months, you will:

• Deliver Advanced Training: Develop and deliver training programs focused on the highly technical and configurable nature of Clutch’s products, ensuring that our teams excel in configuring and optimizing solutions to meet client needs.

• Build Continuous Training Program: Establish the first iteration of our continuous training motion to increase the speed of product adoption and decrease dependency on engineering and product teams.

Within 9 months, you will:

• Create Scalable Success Academy: Develop a Success Academy with learning paths and certification schedules tailored to different roles.

• Enhance Quality of Service: Work cross-functionally with Product to implement proactive training schedules that prepare teams ahead of product releases and updates, thereby improving the quality of service provided to clients.

• Maintain Technical Curriculum: Design and regularly update VILT and/or eLearning paths and curriculum reflecting the complexities and customization capabilities of our products.

• Track Key Metrics: Demonstrate progress and objective results in key areas:

  • Time-to-Technical Mastery: Measure how quickly technical teams achieve proficiency in handling complex implementations.

  • Onboarding Time Reduction: Shorten the time required for internal team ramp-up.

  • Reduction in Escalations: Monitor decreases in escalations to product managers and engineers during technical implementations.

  • Training Completion & Certification: Oversee completion rates of advanced training programs and success rates in technical certifications.

• Become a Product & Industry Expert: Gain a deep understanding of Clutch’s products and the broader financial technology landscape.

• Support Team Growth: Collaborate with software engineering, UX, and customer-facing teams to identify challenges and provide targeted training addressing real-world scenarios.

• Champion Technical Enablement: Advocate for and continually refine our technical solutions and go-to-market enablement programs, ensuring they support rapid onboarding and high-quality service delivery.

Please note that this role may evolve as our business needs change, so we appreciate your flexibility and adaptability.

What You’ll Bring

• Technical Educator: You have 3-5 years of experience in learning and development, with a strong focus on highly technical products that require deep understanding and configurability.

• Efficient Communicator: Your ability to break down complex technical concepts and present them in a clear, engaging manner is key to your success.

• Technically Adept: You have a passion for technology, a solid understanding of cloud technologies, and a keen interest in diving deep into the configurability and customization of our products.

• Project Manager: You’re skilled at delivering high-quality training programs quickly, managing multiple projects, and ensuring they align with the company’s rapid growth and product evolution.

• Proactive & Empathetic: You anticipate training needs and work collaboratively with technical and non-technical teams to provide support before it’s needed.

What's In It For You?

• Remote Flexibility: Enjoy the freedom of remote work from anywhere, balancing life and career seamlessly.

• Unforgettable Off-Sites: Twice a year, bond with colleagues in exciting destinations, fostering teamwork and fresh ideas.

• Paid Time Off: Enjoy flexible PTO days yearly for relaxation and rejuvenation.

• Stock Options: Joining us means having a stake in our success, so you'll receive stock options as part of your compensation package.

• Home Office Setup: Create your ideal workspace with a dedicated budget for home office essentials.

• Work Trip Budget: Grow personally and professionally with a budget for work-related trips and co-working.

• Health Coverage: Prioritize your well-being with comprehensive health and dental insurance plans.