The Director, Customer Enablement is responsible for ensuring the success of our customers globally through the creation of learning experiences, communication and support programs and resources for customers, Cornerstars and Partners. Reporting directly to the VP, Learning Strategy & Innovation and as a key leader within the broader Customer Success division, you will lead a globally distributed enablement team and build strategies that reflect the unique needs of each region in which the company operates. This is a remote role with global responsibility and applicants may reside in any country where Cornerstone currently operates. The success of this role will be predominantly measured by customer retention, satisfaction and NPS scores.
In this role you will...
Partner with business stakeholders, customers, and industry experts to understand needs and trends in order to create strategic, innovative customer enablement experiences that drive adoption, utilization, and value.
Lead the strategic design and execution of best-in-class enablement experiences for internal teams and partners to support customer activation during adoption and optimization.
Build relationships across the organization to understand customer enablement needs, gain buy-in on enablement plans, and deliver customized enablement experiences for each customer segment and phase of the journey.
Collaborate with Customer Success teams, including Customer Education and Engagement, to onboard and develop partner capabilities to successfully deliver customer implementations, projects, and consulting engagements.
Partner with Customer Education and Engagement teams to enable internal teams on new customer programs, processes and initiatives.
Continuously align enablement activities and communications to key company initiatives to connect employees to priorities.
Drive large-scale change initiatives internally and with partner services teams.
Develop measurement frameworks to evaluate and optimize enablement programs for highest priority business outcomes and personalized customer experiences.
Foster a supportive culture focused on team development, excellence and extraordinary customer experiences.
You have what it takes if you have...
5+ years leading teams with demonstrated success in engagement scores and encouraging individual development
5+ years in an enablement, organizational development or learning leadership role with demonstrated programmatic successes
5+ years in customer experience related roles with demonstrated strategic programmatic successes (i.e. Customer Engagement, Customer Success, Product Support, Services Delivery)
Deep knowledge of customer satisfaction and effort drivers
Exceptional skills at analyzing complex audience needs and data sets to design meaningful programs
Proven experience project managing broad multi-division teams to align around a common goal, clarify roles and operationalize highly complex organizational changes or programs
Proven ability to build collaborative, trusting cross-functional relationships with stakeholders to drive customer engagement and retention
Degree in Business Management, Human Resources, Organizational Behavior, or commensurate experience
Equal Employment Opportunity has been, and will continue to be, a fundamental commitment at Cornerstone OnDemand. All qualified applicants are given consideration regardless of race, color, gender, age, sexual orientation, national origin, marital status, citizenship status, disability, veteran status, or any other protected class as provided in applicable Federal, State, or Local fair employment laws. If you have a disability or special need that requires accommodation, please contact us at careers@csod.com
