Sales Enablement Lead (Customer & Product Support)

Overview

In this role you will design and own onboarding and continuous training for the global Customer & Product Support teams to build product fluency. You will partner with Product Enablement and cross-functional teams to prep the Revenue organization for new releases, and lead security/infosec enablement in collaboration with Security and PMM. You’ll translate complex concepts into practical playbooks and training, drive scalable processes, and measure impact to shorten time-to-ramp. This is a chance to shape how front-line teams engage with IT, AI buyers, and connectors at scale.

Responsibilities

• Design and own end-to-end onboarding and ongoing training for the Support team
• Define escalation paths and troubleshooting best practices that scale for client support
• Translate new releases into field-ready enablement with PMM, Product, and Engineering
• Lead security/infosec enablement across the org with Security and Technical PMM
• Improve connector/implementation knowledge and drive adoption with App Specialists and PMM
• Build and maintain internal product knowledge bases, playbooks, and guides
• Coach reps to apply knowledge in real customer scenarios
• Track knowledge through assessments and performance metrics to improve time-to-ramp

Key requirements

• technically curious problem-solver
• clear communicator across IT, security, and AI buyer personas
• organized program builder with multi-track design
• collaborative cross-functional partner managing multiple workstreams
• confident facilitator for new hires and tenured teammates
• data-driven thinker measuring impact and iterating
• coach and mentor focused on deep product understanding and troubleshooting

• clear communication
• cross-functional collaboration
• program management
• technical product fluency (APIs, Financial Data, Connectors)
• security and infosec enablement
• policy and compliance concepts

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