CX Enablement Manager - Toronto - Vena

    Vena
    Vena Toronto

    3 days ago

    Full time
    Description

    CX Enablement Manager


    Department: PS Enablement

    Employment Type: Full Time

    Location: Canada - Remote (0002)

    Description


    This is a flexible position and has the option of working in our Toronto office full time, hybrid throughout the week or working entirely remotely.

    Vena Solutions is looking for a strategic and driven CX Enablement Manager to join our GTM Strategy and Enablement Team. This role is pivotal in supporting our Customer Experience organization through impactful enablement initiatives, process creation, and cross-functional collaboration that drives customer success and adoption.

    The Enablement Manager will oversee the design, delivery, and continuous improvement of onboarding and technical enablement programs for the CX organization. This role will play a key part in optimizing our CX systems and governance frameworks, aligning enablement strategies with organizational goals to enhance efficiency, scalability, and customer impact.

    How You'll Make an Impact

    • Own all onboarding session delivery and enablement-led sessions for the Customer Experience organization and implementation Partners.
    • Deliver engaging, high-impact onboarding and technical enablement sessions to drive discussion, collaboration, and real-world application.
    • Partner with CX leaders and stakeholders to develop, iterate, and improve enablement programs by analyzing content adoption metrics, learner feedback, and performance outcomes.
    • Identify gaps in existing training programs and build action plans to close them through new content, process improvements, or tooling enhancements.
    • Deliver monthly reporting on course completion, adoption trends, and program analytics to PS and leadership stakeholders.
    • Own and govern the Professional Services Enablement SharePoint and Viki pages, ensuring resources are structured intuitively and consistently.
    • Collaborate closely with the Customer Account Management team to ensure enablement initiatives reinforce customer adoption, product utilization, and long-term success.
    • Play a critical role in setting up implementation partners for success through enablement alignment, training resources, and readiness assessments.
    • Ensure enablement initiatives are proactive, data-informed, and directly tied to business outcomes such as reduced ramp time, improved delivery quality, and increased customer satisfaction.
    • Travel to office as needed, for strategic enablement sessions or kickoffs, to ensure alignment and delivery of strategic enablement initiatives.

    We'd Love to See

    • 5+ years of experience in enablement, learning, or training program management within a SaaS or B2C technology environment, with a strong focus on Professional Services or Customer Success enablement.
    • 2+ years of experience in Software Implementation, Financial Planning & Analysis (FP&A), or Accounting, with a solid understanding of consulting or solution delivery models.
    • Advanced Microsoft Excel skills, with the ability to leverage data for reporting, analysis, and program optimization.
    • Exceptional communication, facilitation, and presentation skills; adept at simplifying complex concepts for diverse audiences and creating engagement across global teams.
    • Strong cross-functional collaboration skills, with proven ability to partner with Product, Operations, Customer Success, and Training teams to deliver integrated enablement solutions.
    • Strategic mindset with the ability to design scalable programs that deliver measurable business impact—driving consultant readiness, customer adoption, and retention.
    • Highly analytical, leveraging feedback and performance metrics to continuously improve content, systems, and learner experience.
    • Proactive and self-directed, thriving in a fast-paced, high-growth environment with multiple priorities and evolving business needs.
    • Meticulous attention to detail and a commitment to operational excellence in all aspects of program design and delivery.
    • Interest in AI and willingness to explore AI-driven solutions to enhance performance and drive efficiencies.

    Preferred Qualifications

    • Hands-on experience with enablement technologies such as Docebo, Seismic, Enboarder, or similar learning and content management platforms.
    • Data Integration and data modelling experience.

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