Sales Enablement Lead (Customer & Product Support)

Overview

In this role you will lead onboarding and ongoing development for the Customer & Product Support team, ensuring product fluency to handle complex questions including APIs and connectors. You will partner with Product Enablement to prepare the Revenue organization for new releases, coordinating with PMM, Product, and Engineering. You will also own technical knowledge areas like security and integrations, translating compliance and data-security concepts into practical enablement. You’ll build scalable playbooks and knowledge bases, coach teammates, and measure impact to drive faster time-to-market and improved customer outcomes.

Responsibilities

• Design and own end-to-end onboarding and continuous training for the Support team focusing on product functionality, integrations, and real-world troubleshooting
• Define escalation paths, workflows, and troubleshooting playbooks to improve client outcomes
• Collaborate with Product Enablement, PMM, Product, and Engineering to translate new releases into field-ready enablement
• Lead security and infosec enablement across the organization with Security and Technical PMM
• Improve connector and implementation knowledge to drive adoption across the org
• Develop and maintain internal product knowledge bases, playbooks, and guides for reps
• Coach reps with scenario-based training to enhance customer experience
• Track knowledge through assessments and performance metrics and iterate to reduce time-to-ramp

Key requirements

• technically curious problem-solver who can translate complex products into practical enablement
• clear communicator for IT, security, and AI buyer personas
• organized program builder managing multiple training tracks
• collaborative cross-functional partner managing multiple workstreams
• confident facilitator energizing new hires and seasoned reps
• data-driven mindset measuring impact and iterating
• coaching mindset helping others develop product understanding and troubleshooting skills

• clear communication
• collaboration
• organized program design
• APIs and connectors knowledge
• security and infosec concepts
• product and technical enablement

…