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Job Description Summary:
The Director, Sales Enablement leads Sales and Customer Experience enablement and training activities for Fusion Connect. The role has oversight for functional onboarding and role-readiness, including product and sales training, sales communications and collateral, and the request-handling processes for Sales and Customer Experience. This role will manage RFP response coordination, customer references, cross-functional sales requests, supports Customer Experience team reporting, account assignment management, and assisting with executive presentations. Job Description:
Essential Duties and Responsibilities include the following (other duties may be assigned):
Manage Sales and Customer Experience new hire enablement and readiness activities, including reviewing role-based learning paths to ensure relevance and maintaining onboarding workbooks.
Oversee the relevance of Sales and Customer Experience training, partnering with Human Resources on updates, assignments, and additional training outside of new hire training.
Partner with sales leadership on the new hire cadence, including the initial post-hire onboarding call, weekly check-ins during the first six weeks, and ongoing coaching, as needed.
Schedule and coordinate live system and tool training, including Salesforce, Quoting, and the Preliminary Pricing Tool, delivering sessions directly or engaging the appropriate subject-matter expert.
Develop and maintain the product training schedule in partnership with the Product team; determine sales topics to include in training associated with product launches and changes; and review content for accuracy and relevance.
Participate in product readiness and launch discussions to identify required Sales and Customer Experience communications, training sessions, documentation, or collateral updates.
Own the creation and distribution of the Weekly Sales Update, incorporating product and marketing announcements, Sales Operations updates, training recaps and schedules, collateral, promotions, process changes, and practical sales tips.
Partner with Marketing, Product, and Sales Operations to review the Marketing Hub, identify outdated or missing collateral, and align upcoming initiatives and communications.
Maintain the Sales “What to Expect” document library, creating and updating materials for product, process, implementation, and customer-experience changes; review content with Product and Service Delivery quarterly.
Manage RFP requests through cross-functional review and approval, track stakeholder deliverables, and ensure timely responses.
Oversee Sales Request Forms and customer reference requests, completing them or routing matters to the appropriate teams, following through on responses, and recording customer reference activity in Salesforce.
Own recurring and ad hoc Customer Experience performance reporting; validate and reconcile information from Salesforce, Gainsight, surveys, Finance, and operational sources, including churn, retention, renewals, NPS, CSAT, customer engagement, account health, risk, and activity.
Maintain historical Customer Experience performance information and provide month-over-month, quarter-over-quarter, and year-over-year trend analysis.
Manage Sales and Customer Experience account assignment processes, including new or unassigned accounts, segmentation and staffing changes, portfolio realignments, and verification of approved Salesforce updates.
Maintain executive reporting and presentation templates and prepare supporting analysis and materials for leadership meetings as requested.
Manage, coach, and develop the Sales Trainer, including work priorities, functional training and onboarding assignments, scheduling, content and delivery quality, feedback, and performance management.
Knowledge, Skills, and Abilities Requirements:
Ability to lead Sales and Customer Experience functional enablement initiatives, manage competing priorities, and drive execution across departments.
Working knowledge of learning management platforms, such as LinkedIn Learning, and collaboration and content management tools, including SharePoint and Microsoft Teams.
Advanced proficiency in Microsoft Excel, including pivot tables, formulas, data reconciliation, analysis, and charting; advanced PowerPoint skills for executive-ready presentations.
Advanced proficiency in Microsoft PowerPoint with demonstrated ability to create polished, executive-ready presentations.
Working knowledge of Salesforce reporting and the ability to retrieve, analyze, and validate data and reports without system administration responsibility.
Strong analytical skills, business acumen, and ability to translate complex data into concise reporting and communications.
Strong project management, prioritization, follow-through, and attention to data and content accuracy.
Excellent written and verbal communication, cross-functional collaboration, and ability to work with senior and executive leaders.
Ability to manage competing deadlines independently, resolve information gaps, and handle confidential business, customer, employee, and financial information appropriately.
Education and/or Experience Requirements:
Bachelor’s degree in business, communications, finance, analytics, information systems, or a related field preferred; equivalent relevant professional experience will be considered A minimum of five (5) years of experience in sales enablement, sales or revenue operations, Customer Success operations, training and development, or a related function preferred.
Experience supervising, coaching, and developing direct reports, including setting performance expectations, providing feedback, and managing performance.
Experience managing projects and coordinating cross-functional initiatives.
Experience working independently in a remote environment preferred.
