As a member of ServiceNow’s Global Learning & Development organization and specifically the School of Customer Excellence, the Manager, CS Guide Enablement Manager is responsible for scoping, developing and  managing enablement programs for the early-in-career Customer Success Guides - a new role being developed to support ServiceNow customers along the customer journey.  The role is focused on developing both onboarding and in-role programs focused on supporting the CS Guide's development while remaining aligned to ServiceNow's early-in-career strategy. Successful candidates will understand the skills needed to manage 1:many customer relationships, key customer success and discovery principles and have the ability to drive content development, deployment and learning experiences. This role requires cross-organization collaboration and partnership with key stakeholders in Product, Marketing, Sales, Sales Leaders, GTM (Go To Market), Sales Operations, and Customer Success – as well as across the various Learning Development and Enablement teams. Responsibilities include but are not limited to:
- Execute on our CS Guide learning strategy, framework, methodologies, and supporting processes across various customer-facing roles in the company including Impact Delivery.
- Gather requirements from stakeholders, develop enablement for multiple platforms (eLearning, vILT, workshops, etc.) and for our in-person Success Hubs and Onboarding Academy,  work with the Instructional Design team (as needed) to develop the enablement, the communications team to develop and execute a communications plan; manage key stakeholders throughout the process, including regional Enablement Leads; deliver the enablement as needed; and more
- Partner with global and regional programs and  teams to execute enablement programs to support onboarding, skills and customer success effectiveness
- Continual optimization of enablement programs as needed by aligning with company and business unit priorities
- Develop and execute on learner adoption and engagement programs such as contests, leaderboards, badging, and gamification