CX Enablement Manager

About this role:

PetDesk is seeking a CX Enablement Leader to drive the strategy and execution of all enablement initiatives for our Customer Experience (CX) organization. This leader will play a crucial role in building a culture of continuous learning and excellence, ensuring our teams are equipped with the knowledge, skills, and resources needed to provide exceptional service. This individual will also be responsible for building out a Customer Enablement Program, empowering our veterinary practice partners to maximize the value they get from the PetDesk suite of products.

The ideal candidate has a minimum of seven years of experience in a SaaS enablement role, with a strong focus on Customer Experience or Customer Enablement. They are a strategic thinker and a hands-on executor, with a proven track record of designing, implementing, and managing successful enablement programs. This leader will work cross-functionally with CX leadership, Product, Sales Enablement, and Product Marketing to align enablement initiatives with company goals and product launches.

• Develop and execute a comprehensive enablement strategy for the entire Customer Experience organization (Customer Success, Support, and Onboarding)
• Own the end-to-end enablement lifecycle, from needs analysis and content creation to delivery and measurement of impact
• Partner with CX leadership to identify skill gaps and create targeted training programs, including new hire onboarding and continuous learning paths
• Lead the selection, implementation, and management of a Learning Management System (LMS) to serve as the central hub for all enablement content
• Design and build a customer-facing enablement program, including a knowledge base, video tutorials, and online courses, to help our customers get the most out of PetDesk
• Collaborate with Product and Product Marketing to ensure the CX team is expertly trained on new features, products, and value propositions
• Work with Sales Enablement to ensure consistent messaging and a seamless handoff process between teams
• Establish key performance indicators (KPIs) and metrics to measure the effectiveness of enablement programs and report on their impact to leadership

• 7+ years of experience in an enablement role within a B2B SaaS environment, with a strong emphasis on Customer Experience, Customer Success, or Support
• Demonstrated experience building and scaling enablement programs from the ground up
• Strong strategic planning and project management skills, with the ability to manage multiple priorities in a fast-paced environment
• Experience in selecting and managing an LMS
• Exceptional communication, presentation, and facilitation skills
• A collaborative and influential leadership style, with the ability to build strong relationships with stakeholders at all levels
• Experience working cross-functionally with Product, Marketing, and Sales teams

• Medical coverage for employees and dependents (80-90% covered by employer)
• Employer HSA contribution with HDHP
• 401(k) match up to 3.5% 
• Dependent Care Flexible Spending Account (FSA)
• Dental & Vision coverage available 
• Basic Life and AD&D Insurance
• Short and Long Term Disability
• Flexible Time Off & 12 Paid Annual Holidays
• Paid Parental Leave
• Pawternity Leave, Financial Pet Adoption Support & Subsidized Pet Insurance
• $250 Annual Stipend for Learning and Development

Petvisor operates through two main divisions: PetDesk in North America and Vetstoria in EMEA and APAC. The company offers an ecosystem of top-tier client engagement solutions for the pet healthcare and services communities, enhancing communication, service quality, and client retention. With its cutting-edge solutions, Petvisor supports more than 10,000 veterinary clinics and over 400 grooming facilities and serves over 20 million pet parents worldwide.

Our recruiting process is rooted in “Who: The A Method of Hiring” and consists of an average 2-week hiring timeline. This standardized interview process allows candidates to answer the same questions, experience the same process, and ensure a fair performance review from multiple perspectives.

Please, no external recruiters—candidate profiles submitted from external recruiting agencies will not be considered.

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