Sales Enablement Lead (Customer & Product Support)
On-siteLondon, England, United Kingdom
Job Summary
Design end-to-end onboarding and continuous training for the Customer & Product Support team, focusing on product fluency for triage, troubleshooting, and resolving complex questions involving APIs, Financial Data, and Connectors. Define escalation paths, workflows, and troubleshooting best practices to improve client resolution and implementation. Partner with Product Enablement, PMM, and Engineering to translate new releases into field-ready enablement, applying project management rigor to keep launches on track. Own security and infosec enablement by translating policies, compliance requirements, and data security concepts into playbooks that equip reps to navigate IT and AI-focused buying conversations. Build and maintain internal product knowledge bases, playbooks, and guides; coach reps to apply knowledge in real scenarios. Track knowledge through assessments and performance metrics to identify gaps and iterate on time-to-ramp.
Required Qualifications
- Technically curious problem-solver who translates complex products into practical enablement
- Clear communicator who makes intricate technical concepts accessible across varied audiences - including IT, security, and AI buyer personas
- Organized program builder who can design structured onboarding paths, manage multiple training tracks, and continually refine programs based on feedback and performance metrics
- Collaborative cross-functional partner who can manage multiple workstreams and stakeholders at once without losing momentum
- Confident facilitator who energizes new hires and levels up tenured team members
- Data-driven thinker who measures impact and iterates
- Coach and mentor who thrives on helping others build deep product understanding and grow their technical troubleshooting capabilities
- Ability to own the onboarding and continuous development of Customer & Product Support teams globally
- Ability to build product fluency for triaging, troubleshooting, and resolving complex customer questions with confidence
- Knowledge of technical products like APIs, Financial Data, and Connectors
- Ability to partner with Product Enablement lead to ready the broader Revenue organization to speak to, demo, and sell new releases
- Ability to work in close partnership with PMM, Product, and Engineering
- Ability to translate connector ecosystem / API requirements, compliance, and data security concepts into clear, accessible enablement
- Ability to engage confidently with IT and AI personas at scale
- Ability to define escalation paths, workflows, and troubleshooting best practices
- Ability to partner with Security teams and Technical PMM to translate policies, compliance requirements, and data security concepts into playbooks and training
- Ability to equip reps to navigate IT and AI-focused buying conversations with confidence
- Ability to work with App Specialists and PMM to improve connector and implementation knowledge and process
- Ability to build and maintain internal product knowledge bases, playbooks, and guides for reps
- Ability to coach reps and help them apply knowledge to real scenarios
- Ability to track knowledge through assessments and performance metrics
- Ability to identify gaps, iterate, and continuously improve time-to-ramp
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