Sales Enablement Lead (Customer & Product Support)
Skills
About the Role
You'll own the onboarding and continuous development of Customer & Product Support teams globally, building the product fluency needed to triage, troubleshoot, and resolve complex customer questions with confidence, including technical products like APIs, Financial Data, and Connectors. You'll partner with the Product Enablement lead to prepare the broader Revenue organization to speak to, demo, and sell new releases, working closely with PMM, Product, and Engineering. You'll also own technical knowledge areas like security, infosec, and integrations, partnering with Security teams, App Specialists, and Technical PMM to translate connector ecosystem and API requirements, compliance, and data security concepts into clear enablement that helps revenue-facing reps engage confidently with IT and AI personas.
Responsibilities
- Design and own end-to-end onboarding and continuous training for the Support team focused on product function integration and troubleshooting
- Define escalation paths workflows and troubleshooting best practices that scale
- Partner with the Product Enablement lead and cross-functional teams to translate new releases into field-ready enablement
- Own security and infosec enablement across the organization
- Translate policies compliance requirements and data security concepts into playbooks and training
- Work with App Specialists and PMM to improve connector and implementation knowledge and process
- Build and maintain internal product knowledge bases playbooks and guides for reps
- Coach reps and help them apply knowledge to real scenarios to improve the customer experience
- Track knowledge through assessments and performance metrics and iterate to improve time-to-ramp