CX Enablement Program Manager
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Job Description
Designing and delivering enablement programs that strengthen post-sales team capabilities at Granicus. Focusing on customer success consultants and experience partners in the GovTech industry.
Responsibilities:
- Stay knowledgeable on government buying, competitive landscapes, and emerging digital government needs.
- Curate and maintain a library of enablement assets—guides, workflows, process documents, certifications, and job aids.
- Translate complex product information into clear, digestible resources for frontline teams to drive deeper knowledge of what we sell and why it matters.
- Partner with product teams to ensure post‑sales teams understand new releases, roadmap shifts, and technical capabilities.
- Partner with leadership and use data analysis to identify skill gaps, streamline processes, ensure consistent customer experience, and drive expansion and growth.
- Collaborate with Implementation, Support, and Product to ensure training reflects operational needs and evolving customer challenges.
- Track enablement effectiveness through assessments, certifications, quality audits, CSAT trends, program metrics, and Experience Partner impact stories.
- Facilitate live training workshops, virtual sessions, and small‑group coaching.
- Serve as a trusted advisor to post‑sales leadership on enablement strategy and talent readiness.
- Engage in structured call listening and call coaching programs, one-to-one coaching, and training to support initiatives, as applicable.
- Build structured, competency-based enablement pathways for CSCs and Experience Partners, aligned to customer lifecycle stages and outcome delivery.
- Develop a standardized playbook for Customer Success Consultants and a toolkit for Experience Partners to address common government customer challenges.
Requirements:
- Marketing, or a related field OR equivalent experience
- 2-5 years of experience in enablement, CX program management, customer success, consulting, training, or related fields.
- Proven ability to design and deliver high‑quality enablement programs, ideally within SaaS or GovTech environments.
- Strong understanding of post‑sales motions (support, onboarding, customer success, customer outcomes, advisory services).
- Exceptional communication and facilitation skills, with comfort delivering to both small teams and large groups.
- Experience creating structured learning materials, playbooks, and scalable training assets.
- Ability to analyze data, identify trends, and translate insights into actionable program improvements.
- Highly collaborative mindset with the ability to work across cross-functional revenue impacting teams.
- Strong program design approach with emphasis on change & project management.
Benefits:
- Employee Resource Groups to encourage diverse voices
- Coffee with Mark sessions – Our employees get to interact with our CEO on very important and sometimes difficult issues ranging from mental health to work-life balance and current affairs.
- Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.
- We bring in special guests from time to time to discuss issues that impact our employee population
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