OverviewIntuit Mailchimp is the #1 email marketing and automation platform. We empower millions of customers around the world to build their brands and grow their companies with a suite of multichannel marketing and CRM solutions powered by GenAI.Mailchimp’s Customer Success Skill & Service Excellence team blends the empowerment of our customers and employees in a cohesive and deliberate fashion to make meaningful impacts on the customers’ brand, our product, and business goals. We develop creative, innovative, and scalable educational strategies to support the usage and adoption of the Mailchimp product across the globe.The successful candidate will support the execution of our internal education strategy with a particular focus on Customer Success Account Management acceleration. A successful candidate will help ensure our team receives the right training, skills, and solutions while achieving organizational and business objectives.This position will report to the Senior Manager of Customer Success (Skill & Service Excellence) and will interface directly with the members of the Customer Success Account Management teams. Additionally, they will collaborate cross functionally with Marketing, Sales Enablement, Customer Enablement, Strategy, Operations and Product to assure business goal alignment. Process development, reporting and forecasting, supporting market leading tactics and approaches as well as championing improvement initiatives and experimentation will be core to their outcomes. Everything this role does will help ensure consistent exemplary experience for Mailchimp’s customers and employeeWhat you'll bring
Bachelor's degree or equivalent relevant experience
Understanding of the Customer Success audience - minimum three years experience working in a Customer Success or related role
Facilitation skills, including skills to open, narrow and close large group discussions, manage dialogue between participants
Ability to think strategically in a complex environment
Strong written and oral communication and listening skills
Experience onboarding new team members and supporting their ongoing learning and development
Experience creating content and Enablement programs
Understanding of adult learning strategies, instructional design (a plus)
Ability to activate on defined strategies and inform potential opportunities for enhancements
You have high energy, a positive attitude, and the ability to take the initiative and work independently
You are comfortable working in a fast-paced, frequently changing, and evolving environment
You can multitask, prioritize, and manage time effectively towards individual, team, and company goals
Proven track record of cross functional collaboration
Experience in process improvement; lean startup or design thinking a plus
Experience with video editing and digital design a plus
Advanced problem solving and analytical skills; demonstrated ability to structure complex problems, develop solutions, and craft high quality executive presentations
Proficient in Salesforce, GSuite, Excel/Google Sheets, Seismic (a plus), CS Platforms (a plus)
How you will lead
Develop, provide and facilitate blended onboarding, product and skill enhancement training programs with a toolbox of materials for Customer Success Account Management teams across the global organization
Update Seismic (content management system) and oversee team specific content and hub management
Gather and relay feedback to continuously iterate on the enablement strategy and ensure it is meeting ongoing needs of the audiences.
Participate in industry events, publications, etc. to remain up to date on developments and best practices.
Define and track program milestones, KPIs and overall outcomes along with reporting on progress.
Partner with sales enablement and other key cross-functional partners to align on overlapping strategy and best practices.
Deliver observable and measurable learning and evaluation outcomes in line with agreed business needs.
Facilitate and coach instructor-led workshops, micro-learnings, and/or other types of virtual sessions on a variety of topics as needed.
Support the identification of current skills and knowledge gaps.
Support the development, delivery and training of onboarding, continuing education and other enablement content in collaboration with functional areas, peers, marketing and other cross-functional partners.
Make recommendations for increasing productivity
Regularly spend time with ICs to understand the “field reality” to inform enablement deliverables and approaches
EOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.