Principal Enablement Program Manager, Global Services

We are looking for a highly motivated and skilled Principal Enablement Program Manager to join our Global Services team. In this role, you will be instrumental in ensuring that our customer-facing services teams, including onboarding specialists, implementation consultants, deliverability strategists, trainers, and solutions architects, are equipped with the technical knowledge, soft skills, and resources they need to support our customers.

The Principal Enablement Program Manager will lead the enablement efforts around new product launches, system/process changes, and continuous learning for the Global Services team. This role requires a strategic thinker who can design and execute training programs, manage internal communications, and provide ongoing support to ensure the team is knowledgeable, prepared, and aligned.

How You’ll Make a Difference: 

1. Product Enablement
• Lead training on new product releases, including timelines, FAQs, and key features.
• Develop and maintain a centralized source of truth for product information and use cases relevant to the Services team.
• Coordinate SMEs to deliver engaging training to facilitate knowledge retention and track completion across teams.
• Partner with the customer education team to find opportunities for efficiencies across internal and external product enablement.
• Host Q&A Office Hour sessions for teams to address any product-related questions.
2. Learning and skill development 
• Partner with Services leadership to identify key skills and create a curriculum strategy to create a world class services and consulting organization.  
• Have a strong point of view on what makes a successful services practitioner and develop/run soft skill development programs to help the team achieve those skills. Focusing on skills such as stakeholder management, executive communication, and strategic thinking to build a world-class services organization.
• Create clear, trackable, and outcome based programs to measure the effectiveness of all enablement.  
3. System and Process Change Enablement 
• Lead training and communication efforts for system and process updates that impact the services team (e.g., pricing changes, day-to-day workflow changes, new tools rolling out, etc.).
• Support on strategic initiative enablement as needed throughout the calendar year (upgrade initiatives, churn initiatives, Black Friday Cyber Monday enablement, etc.).
• Create and maintain centralized and up-to-date information on the changes, their impact, and how to prepare.
4. Cross-functional Collaboration
• Lead services-wide communications and stay tightly aligned with GTM Enablement, Product Marketing, R&D, and the Customer Education team to ensure pertinent launch information and resources are shared.
• Work closely with Product, Sales, and other internal teams to ensure alignment on training, product knowledge, and customer-facing materials.
• Act as a liaison between the Global Services team and other departments to address concerns, share feedback, and refine training resources.

Who You Are:

• Experience: 8+ years in a consulting, professional services, or learning and development role (experience in a customer-facing services organization preferred)  
• Strong Communication Skills: Exceptional ability to create clear, concise, and engaging training materials, presentations, and written content.
• Project Management: Proven ability to effectively manage multiple projects, deadlines, and priorities.
• Knowledge of Learning Platforms: Experience with LMS platforms to create courses and track learning progress.
• Cross-functional Collaboration: Comfortable working with diverse teams and stakeholders across departments.
• Technical Proficiency: Familiarity with product onboarding, professional service processes, and relevant tech platforms (e.g., CRM, product management tools).
• Problem-Solving: Ability to anticipate needs, troubleshoot issues, and proactively find solutions for internal teams.
• Adaptability: Comfortable in a fast-paced, dynamic environment with the ability to adapt to shifting priorities and timelines.

Preferred Skills:

• Experience working in tech, SaaS, or similar industries.
• Experience working within a Services organization and familiarity with both soft skill requirements and best practice processes
• Strong understanding of product lifecycle management
• Experience in soft-skill development and training
• Project or program management experience