Global Customer Care & Experience Enablement, Sr. Manager

Equinix is one of the fastest growing data center companies, growing connectivity between clients worldwide. That’s why we're always looking for creative and forward-thinking people who can help us achieve our goal of global interconnection. With 200 data centers in over 24 countries spanning across 5 continents, we are home to the Cloud, supporting over 1000 Cloud and IT services companies that are directly engaged in technological innovation and development. We are passionate about further evolving the specific areas of software development, software and network architecture, network operations and complex cloud and application solutions. 

At Equinix, we make the internet work faster, better, and more reliably. We hire talented people who thrive on solving hard problems and give them opportunities to hone new skills, try new approaches, and grow in new directions. Our culture is at the heart of our success and it’s our authentic, humble, gritty people who create The Magic of Equinix. We share a real passion for winning and put the customer at the center of everything we do.

The Enablement Senior Manager will be responsible for designing, developing, implementing, and sustaining programs intended to enable the Global Customer Care and Experience (GCCX) organization. This position requires a high degree of partnership and collaboration with leadership and subject matter experts to design enablement programs that support the business objectives and initiatives of the GCCX organization. This individual will work closely with Customer Success, Customer Support and Customer Project Management teams.

Success in this role requires the blend of critical thinking and creative skills, along with a natural curiosity and willingness to share a different perspective. The ideal candidate has a high degree of comfort in working in ambiguity and typical regarded as being proactive and lauded for their positive attitude. The candidate should be someone who enjoys helping others and gauges success on their ability to enable someone else’s success. Passionate about working with customer success and sales support teams and effective at building relationships.

This position is an individual contributor role, with direct report potential in future, and reports to the Director of Enablement for the Global Customer Care and Experience team.

Responsibilities

Content Development and Facilitation

• Strategize and collaborate with leaders to develop just-in-time training programs to support GCCX GTM Readiness strategy such as webinars, online learning, and virtual instructor lead learning


• Partner with business stakeholders to identify knowledge and skill gaps, as well as opportunities to drive best practices and enhanced learning and development opportunities that will need to be translated into an enablement plan that will require the candidate to operationalize, execute, and sustain


• Collaborate with Instructional Designer to create engaging content for onboarding, skills development and career development for CSMs, TAMs, CPMs, and GSD agents


• Manage high visibility enablement programs inclusive of setting and measuring success metrics, creating and conducting assessments, reporting and scorecard creation for programs such as new hire onboarding, continuous skill development, software releases and enhancements, and overall Knowledge Base


• Plan and run GCCX webinar programs geared toward customer success teams for just-in-time enablement/training, including content development and webinar facilitation, as well as consult with SMEs to shape role-specific, actionable content


• Develop and manage monthly webinar series with topics that include virtual live training on systems, tools and process enhancements as well as best practice sharing and use case and case study conversations


• Author enablement content for tools and new technology that is instituted into the organization via SAAS based platforms and technologies


• Develop communications plan to promote enablement programs and adoption

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Program Execution and Sustainability

• Create and maintain GCCX GTM readiness calendar and provide leadership visibility into upcoming trainings


• Distribute role-specific onboarding kits and track completion, including management reporting


• Manage, schedule, and track registration and scheduling of virtual live training sessions pre and post training


• Create ROI measurements for enablement and training via leading and lagging indicators

Skills & Qualifications Required

• 5+ years of experience with customer success, customer support as part of a software/technology/telecom company


• 5+ years with customer success enablement or sales enablement


• Experience scoping, building and executing large scale training content and enablement programs


• Experience facilitating live and virtual training, with ability to create a highly interactive learning experience


• Ability to filter and distill important information tailoring by audience


• Consultative approach and proven track record of effective collaboration and ability to influence at all levels of an organization as well as drive alignment


• Develop and maintain detailed strategy or project plans, proactively managing milestones, dependencies and timelines to ensure smooth execution


• Familiar with Agile framework and methodology. Experience working and leading Agile Teams


• Demonstrate strong business acumen and judgement


• Ability to understand the big picture, prioritize tasks and execute with attention to detail while managing multiple projects simultaneously


• Outstanding creative problem-solving skills


• Possess natural curiosity to drive the next levels of business questions and insights and not afraid to ask questions


• Results-oriented; strategic doer and organizer


• Strong written and verbal communication skills

Equinix is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.