Customer Operations Enablement Manager

The world of digital assets is accelerating in speed, magnitude, and complexity, opening the door to new ways for leveraging the blockchain. Fireblocks’ platform and network provide the simplest and most secure way for companies to work with digital assets and it trusted by some of the largest financial institutions, banks, globally-recognized brands, and Web3 companies in the world, including BNY Mellon, BNP Paribas, ANZ Bank, Revolut, and thousands more.

About the position

As an Enablement Manager - Customer Operations, you will be responsible for ensuring that the Global Customer Success Managers, Renewal Managers, Professional Services, and Customer Support teams are equipped with the content and skills necessary to excel in their roles and deliver a world-class customer experience.

You will be the dedicated Enablement business partner to our Customer Operations organization, working alongside leadership and your stakeholders to fully understand the structure, needs, and goals of the organization. You will serve as a key role in helping to create and implement enablement programs, best practices, and initiatives to support our Customer Operations teams in effectively managing and growing our customer relationships. In this highly dynamic position, you will be equal parts program manager, content developer, and facilitator.

Responsibilities

• Work with Customer Operations leadership to develop, execute, optimize, and assess enablement programs that support the professional growth and effectiveness of our Customer Operations teams. This includes designing and delivering training programs/learning materials for face-to-face and virtual sessions, utilizing innovative and evidence-based approaches.
• Develop and execute against enablement priorities with the Customer Operations stakeholders.
• Communicate enablement strategy and KPIs to stakeholders.
• Build a trusted relationship with the CSMs, Renewal Managers, Professional Services team, and Support teams. Foster a collaborative and supportive environment through knowledge sharing and peer learning.
• Collaborate with cross-functional teams including product, marketing, sales enablement, and customer education to ensure alignment and consistency in messaging and approach
• Provide effective onboarding and training programs for Customer Operations new hires.
• Coordinate educational content for ongoing training and development.
• Create and edit video shorts for product demos and process tutorials.
• Gather and relay feedback to continuously iterate on the enablement strategy.
• Use performance data to identify knowledge or skill gaps across the team.
• Maintain knowledge management tools to ensure it is easily accessible and provide up-to-date learning.
• Stay up-to-date on industry trends and best practices in enablement and bring new ideas and approaches to the team.

Minimum Requirements

• 3+ years in an Enablement, L&D, or Training role
• 3+ years experience in working with a Post Sales / Customer Success / Account Management fast-paced organization
• Strong understanding of post-sales processes
• Excellent communication and collaboration skills, capable of working effectively with SMEs and stakeholders across the organization
• A deep passion for creating engaging learning experiences, instructional materials, and programs within a fast-paced environment.
• Ability to design and develop engaging and interactive training and content using a variety of learning methods
• Experience collaborating with marketing and product teams to create value messaging and product positioning for post-sales teams to use effectively
• Strong project management skills, with the ability to manage multiple projects simultaneously
• Experience using authoring tools, content, and learning management systems (ie: Articulate Rise/Storyline, Captivate, Adobe Premiere Pro, Camtasia, Docebo, Juno, Seismic or Cornerstone)
• Strong analytical skills and ability to measure the impact of enablement programs
• Strong presentation skills
• Ability to adapt to a fast-paced environment

Preferred Qualifications

• Bachelor's degree or equivalent experience
• Experience with Salesforce is a plus

For employees hired to work from our NYC HQ, Fireblocks is required by law to include a reasonable estimate of the compensation range for this role. This range is specific to New York City and takes into consideration a wide range of factors that are reviewed when making a hiring decision, such as years of experience, skills, and other business needs.

It is not typical for a candidate to be hired at or near the top of the pay range and each compensation decision is dependent on each individual case. A reasonable base salary range estimate for this position is $87,000 - $115,000. The base salary is one component of the total compensation package, which for some roles may include a target bonus, a very competitive equity grant, and very generous benefits.

While we believe competitive compensation is a critical aspect of your decision to join us, we do hope you also spend time considering why our mission and culture are right for you. We are creating something transformational here, and we hope you are as excited about the future as we are.

Fireblocks' mission is to enable every business to easily and securely access digital assets and cryptocurrencies. In order to do that, we strongly believe our workforce should be as diverse as our clients, and this is why we embrace diversity and inclusion in all its forms.