Customer and Services Enablement Director - Remote in the US

This position is responsible to collaborate with executive-level management and professional services leadership in the development of training curricula, course content, delivery vehicles, and certification processes for Chargebee customers, partners, and team members.

• 
  Assess the existing LMS and training content for customers and team members.
• Collaborate with professional services SMEs to define and refine curricula, content, and delivery vehicles (e.g., self-service videos, instructor-led classes with hands-on practice, public webinars) for customer personas, strategic services partners, implementation partners, Chargebee Implementation team members, and Chargebee Customer Support team members.
• Create a testing mechanism for Chargebee product certification across the distinct customer, partner, and Chargebee professional services communities.
• Liaise with Product Management to keep the enablement function current with acquired products and release levels of existing products.
• Develop a team of content developers and training delivery experts with global time zone coverage.
• Develop a process for leveraging product and field SMEs on “tours of duty” for advanced classes or customer-requested custom training.
• Determine where a train-the-trainer approach can create scale and prepare a curriculum for that persona which includes guidance on how to properly train and assess results.
• Collaborate with Customer Support to analyze the sources of how-to questions and refine training materials and approaches to reduce those tickets.
• Collaborate with Implementation and Customer Support leadership to gauge effectiveness of course material and delivery for new and experienced team members as well as customers.
• Collaborate with Partner Enablement Managers (part of the Professional Services organization) to gauge the effectiveness of course material and delivery.
• Facilitate the creation and staffing of a “Genius Bar” function for multi-customer events where customers make appointments for 1:1 guidance on how to best use Chargebee products.
• Evolve the curricula, course content, and delivery mechanisms in response to effectiveness measures, customer how-to ticket volumes, and updates to the Chargebee platform.

• 5+ years managing professional services training organizations.
• 5+ years building curricula and content for enterprise software training.
• 10+ years in training design, creation, and delivery for enterprise software products
• Excellent communication and presentation skills
• Collaborative team player who can adapt to a fast-paced dynamic environment
• Bachelor's degree in related field

• 
  Unlimited PTO
• First Friday of every month off
• Annual 2 week sabbatical
• 4% 401k Match
• We pay for your medical, dental & vision premiums (on a $0 deductible plan)