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VAST Data is seeking a Technical Support Enablement Manager to build, deliver, and maintain world-class training content for the Customer Success team. This role sits within the Enablement function and will partner closely with Customer Success leadership, Product Management, R&D, and cross-functional teams to ensure Customer Success Managers (CSMs), Customer Success Engineers (CSEs), and Professional Services Engineers (PSEs) have the skills, knowledge, and tools needed to drive customer adoption, retention, and satisfaction.
Key Responsibilities:
Training Design & Delivery: Develop, implement, and scale training content for the Customer Success team, covering onboarding, product knowledge, new product introductions (NPI), issue identification, troubleshooting, and customer engagement best practices. Facilitate live training sessions, webinars, and workshops that drive engagement and learning retention. Partner with Subject Matter Experts (SMEs) to create content that is accurate, relevant, and practical.
Curriculum & Content Management: Maintain a library of up-to-date learning materials, playbooks, and certifications aligned with business goals. Utilize the Learning Management System (LMS) to track progress and completion. Continuously update content to reflect new product releases, process changes, and industry best practices.
Stakeholder Collaboration: Collaborate with Customer Success leadership to identify skill gaps and prioritize enablement initiatives. Coordinate with other teams and experts throughout the organization to ensure aligned content that solves for the needs of the business. Gather feedback from all stakeholders to measure training effectiveness and iterate as needed.
Performance Measurement & Optimization: Establish metrics and KPIs to evaluate the success of training initiatives (e.g., new hire ramp time, ticket resolution). Analyze performance data and recommend improvements to drive measurable business outcomes.
Requirements: Not specified in the provided posting text.
