Customer Success Enablement & Learning Program Manager
Customer Success Enablement & Learning Program Manager
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Job Description
The Role:
Were seeking an enthusiastic and talented Customer Success Enablement & Learning Program Manager that is passionate about enablement and helping others person will be a critical contributor of enablement and learning for our globalCustomer Success Managers (CSMs) teams with a focus on ensuring they have the skills knowledge and process expertise to be effective and efficient in their roles. The enablement program focuses on 4 key focus areas including: industry domain knowledge product client facing skills and internal technology adoption.
The Group:
Sales Enablement & Learning sits within Morningstars Business Development and Sales group which is responsible for helping for our clients build their businesses and provide better outcomes for investors. Reporting to the Head of Sales Enablement & Learning the Program Manager partners with stakeholders across the organization to design develop and execute impactful enablement and learning solutions for teams to grow their individual capabilities build knowledge and develop their skills. This role is focused on the teams supporting customer success for the Direct Platform Product Suite dedicated to delivering simple modern and innovative solutions that are essential to professional investors and empower investor success.
Responsibilities:
- Strategize design and deliver effective enablement deliverables that enable CSMs to effectively engage with customers and drive customer outcomes. Including but not limited to training certifications workshops Sales Kick Off etc.
- Be a key stakeholder and facilitator in the delivery of training programs including new gotomarket solutions industry trends client facing skill workshops significant methodology changes and enhancements to existing solutions.
- Partner with Enablement and SMEs to develop training curriculum appropriate for CSM teams while also determining fit for various training modalities (live selfguided/eLearning certifications etc.) and
- Support onboarding program for teams which includes organization of onboarding plans facilitation of live sessions and coordination with managers on 306090day expectations.
- Be a strategic partner with CSM leaders CSM teams Product Marketing/Management Client Solutions and other groups to identify overall training needs develop and deliver appropriate enablement training and supporting content. This includes navigating prioritization and managing stakeholder expectations and communications.
- Strategically partner with business units and stakeholders to ensure enablement needs are met.
- Define success metrics for enablement initiatives for impact and outcomes analyze engagement adoption and impact of enablement content and training leverage data to refine strategies and improve effectiveness.
- Project manage organize and deliver enablement programs while handling multiple projects ensuring that initiatives are delivered on time within scope and meet defined success criteria.
Experience Skills & Qualifications:
- Bachelors degree required.
- Ability to travel up to 10% both nationally and internationally to execute the program.
- 8 years of experience in related skills including financial services sales enablement learning and development coaching/employee development previous customer success or sales preferred.
- Demonstrated experience managing and facilitating/delivering content/curriculum delivered in multiple modalities (i.e. live training eLearning selfpaced stand and deliver hybrid etc.).
- Proven ability delivering and facilitating training on the necessary content training process and best practices to support the teams.
- Experience working with global teams including training and learning adaptations for regional differences.
- Personality and ability to engage and collaborate well across complex organizations including with the Csuite Customer Success leaders CSMs marketing and product management
- Strong aptitude for collaborating and building relationships understanding team dynamics taking initiative solving problems and establishing trust.
- Strong understanding of customer success principles and customercentric mindset to ensure training and enablement efforts align with empowering teams to proactively drive value for customers retain existing business and cultivate customer champions.
- Proven dynamic presentation and written communication skills are required.
- Strong project management skills with demonstrated ability to manage multiple projects and priorities simultaneously.
- Passion and commitment for adult learning best practices and techniques.
- Intermediate skills with PowerPoint and broad understanding of Enablement tools including but not limited to: LMS (i.e. Cornerstone) Customer Success Platform (CSP) Sales Enablement Platform software (i.e. Seismic) Gong Spekit and solid aptitude for learning new systems and tools.
Compensation and Benefits
At Morningstar we believe people are at their best when they are at their healthiest. Thats why we champion your wellness through a widerange of programs that support all stages of your personal and professional life. Here are some examples of the offerings we provide:
- Financial Health
- 75% 401k match up to 7%
- Stock Ownership Potential
- Company provided life insurance 1x salary commission
- Physical Health
- Comprehensive health benefits (medical/dental/vision) including potential premium discounts and companyprovided HSA contributions (up to $500$2000 annually) for specific plansand coverages
- Additional medical Wellness Incentives up to $300$600 annual
- Companyprovided long and shortterm disabilityinsurance
- Emotional Health
- TrustBased Time Off
- 6week Paid Sabbatical Program
- 6Week Paid Family Caregiving Leave
- Competitive 824 Week Paid Parental Bonding Leave
- Adoption Assistance
- Leadership Coaching & Formal MentorshipOpportunities
- Annual Education Stipend
- Tuition Reimbursement
- Social Health
- Charitable Matching Gifts program
- Dollars for Doers volunteer program
- Paid volunteering days
- 15 Employee Resource & Affinity Groups
Base Salary Compensation Range
$94280..00 USD AnnualTotal Cash Compensation Range
$117850..00 USD AnnualMorningstars hybrid work environment gives you the opportunity to work remotely and collaborate inperson each week. While some positions are available as fully remote weve found that were at our best when were purposely together on a regular basis typically three days each week. A range of other benefits are also available to enhance flexibility as needs change. No matter where you are youll have tools and resources to engage meaningfully with your global colleagues.
001MstarInc Morningstar Inc. Legal EntityRequired Experience:
Manager
Employment Type
Full-Time
