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Customer Enablement Manager

Customer Success and Solutions | Dublin, Ireland

Nitro is an exciting, high-growth company in the rapidly-evolving digital documents space.  We are looking to hire a Customer Enablement Manager. The Customer Enablement Manager will develop and execute the strategy to ensure customers are provided with educational experiences (from formal education to self-help) to realize value from Nitro products quickly and maximize the value of the software/applications over time.

Responsibilities:

  • Design, develop, and iterate on highly polished, customer-facing training videos, slide decks,
    certification assessments, and other customer on-boarding and continuing education programs
  • Evaluate all existing and new customer training and on-boarding programs to ensure consistent quality and accuracy
  • Translate internal product documentation into customer-facing content for multiple audiences (end-users, customer helpdesk personnel)
  • Train and empower customers and internal stakeholders to use our product independently as efficiently as possible
  • Execute an enablement strategy to ensure that customers have friction-less access to user education, product training, and self-help resources
  • Independently manage multiple training programs through various stages of creation in a variety of modalities (online, live, virtual, e-learning) that support Customer Success enablement goals
  • Work in tight collaboration with Customer Success, Product Management and Marketing to develop and manage an enablement roadmap that supports customer success playbooks
  • Develop strategic programming around change management
  • Lead the development and logistics of executing large-scale customer webinars
  • Define, create, and manage the Knowledge Management and customer enablement content resources, ensuring that all information is easily and readily accessible at point of need
  • Gather feedback from CS on a regular basis to constantly improve customer education programs and use a data-driven approach to iterate
  • Develop and deliver content and training that equip our CS teams to be trusted advisers to our customers through the demonstration of product, market, and industry expertise

Success Criteria:

  • Deeply understands how to build scalable enablement programs for diverse levels of experience
  • Ability to understand and communicate technical concepts quickly and accurately
  • Passion for customer success, empowering others, and delivering value to customers
  • Outstanding task management skills across a varied set of responsibilities in a fast paced, high volume environment
  • Strong communication skills, both written and verbal, with excellent attention to detail
  • Proactive, positive, self-starter with a passion for continually improving the processes around you
  • Proven track record of working in a customer-facing environment and developing/driving internal initiatives to increase user engagement and satisfaction
  • Ability to manage ambiguity and operate effectively, even when processes are not fully defined
  • Ensures accountability – holding self (and others) accountable to meet commitments
  • Ability to work in a team-based, collaborative environment

Requirements:

  • Bachelor’s Degree or equivalent work experience
  • 5-7 years of experience in Customer Success Enablement, Sales Enablement, Learning & Development, product marketing, or consulting roles
  • 3-5 years of experience leading customer and partner training initiatives for global technology companies
  • Commitment to Nitro’s mission and values
  • Travel up to 25% of the time

About Nitro:

Nitro is changing the way the world works with documents. As the global leader in document productivity solutions, Nitro enables people to work smarter every day with their documents, on the desktop and in the cloud. From PDF creation, conversion, editing and reviewing capabilities, to cloud-enabled workflows for secure sharing, collaboration and electronic signatures, Nitro offers best-in-class solutions that every knowledge worker in an organization should use to improve productivity, document security and corporate sustainability.

Founded in 2005, Nitro’s enterprise-grade solutions are now trusted by more than 650,000 leading businesses worldwide, including over half of the Fortune 500. One of the fastest-growing private companies in the world, Nitro is also a multiple Inc. 500/5000, BRW Fast 100, Deloitte Technology Fast 50, and Software 500 award winner. Headquartered in San Francisco, Nitro also has offices in Dublin, Ireland and Melbourne, Australia, with 130 employees worldwide.

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