Director, Knowledge and Enablement

Summary

Join Tebra as the Director of Knowledge and Enablement and oversee the knowledge center and enablement for internal Customer Success employees and Tebra customers. Lead and develop a team of trainers, instructional designers, and content writers to foster a dynamic learning environment. Develop and execute a strategic vision for the Knowledge and Enablement function, aligned with company goals. Establish systems to measure training effectiveness and continuously improve results. Partner with cross-functional teams to plan for hiring, product releases, and training priorities. Create and deliver training content for customers, and lead the evolution of the Knowledge Centered Service (KCS) strategy. Select and manage training technologies, such as the LMS, Help Center, and Internal Knowledge Base. This role requires a deep understanding of the product, employee, and customer experience to drive continuous learning at scale.

Requirements

• 10+ years of leadership experience in Learning and Enablement, Knowledge Management and/or Customer Success, Operations
• A creative and innovative thinker who has a proactive approach to problem-solving and is resourceful and results driven
• Skilled at supporting teams through transformation, growing team talent, as well as a track record of performance outcomes
• Strong leadership skills, and the ability to collaboratively build a strategy, execute cross-functionally and the ability to influence and engage stakeholders at all levels
• Is excited about the idea of developing and advancing the maturity of a team’s processes, identifying areas of opportunity, and implementing plans to hit targets
• Proven experience in leading the development of innovative, effective learning solutions
• Is comfortable working with ambiguity while remaining results-driven
• Occasional domestic and international travel may be required for internal team or leadership meetings

Responsibilities

• Develop and execute a strategic vision for the Knowledge and Enablement function, aligned with the company’s overall goals and objectives
• Establish a cadence for keeping materials up to date as the company and industry changes
• Set up systems, reporting, and feedback channels to measure the effectiveness of training, and consistently implement strategies to improve results
• Serve as a true partner and trusted knowledge point of contact to the customer success organization
• Develop and implement a consistent, scalable, and high-quality training framework that ensures effective onboarding of employees, role-specific training for new product feature releases, and equip them with the skills needed for success
• Ensure that employee’s workflows and tooling facilitate seamless learning and continuous education, measured by training adoption and retention
• Work cross-functionally with customer success, sales enablement, human resources and product teams to plan for upcoming hiring classes, upcoming releases, and align on key training priorities
• Orchestrate the editing and creation of content to help educate customers on our core product and deliver ongoing learning in partnership with CS and Marketing
• Create custom and tailored training options for customers as a premium service, and work alongside marketing, sales, and customer success to effectively position and sell these offerings to the right target audience
• Lead the growth and evolution of our Knowledge Centered Service (KCS) strategy, driving a knowledge service model fueled by dynamic and robust content
• Partner with the rest of the CS Ops team to select, administer, and drive adoption of our training technologies, such as our LMS, Help Center, and Internal Knowledge Base

Preferred Qualifications

• Possesses business experience in SaaS; experience in healthcare or SEO desirable
• KCS certification not a requirement but wins you bonus points

Benefits

• Need work from home basics? We offer a discount through Dell!
• We also offer a number of resources to help you keep your mind and body healthy
• Check out obe Fitness or Gympass for a great workout, or LifeWorks Employee Assistance Program to find mental health resources, along with other resources for everyday occurrences