Senior Enablement Manager (Customer Success) at Equinix — NeverHard

Works with customer success and cross-functional stakeholders to understand field development requirements in the context of the skills, knowledge, processes, tools, best practices, and coaching required to execute the global customer success strategy Conducts in-depth discovery to understand field competencies, productivity, and related gaps Serves as the key interface between business stakeholders and the program and services team, translating field needs into enablement recommendations Validates the enablement approach with SMEs and key stakeholders, aligns global requirements, leads regional enablement needs, and secures executive sponsorship Acts as the audience expert for the program and services team, ensuring programs are grounded in field realities and business priorities Identifies enablement programs required to help the field execute against the global customer success strategy Engages field and business leaders to gather and prioritize detailed enablement requirements in order to determine enablement approach and objectives Identifies and leads regional-specific enablement requirements, ensuring unique market and field needs are captured and represented to the program and services team Develops and validates enablement plans for key programs with executive sponsors across field and business leaders Calibrates and aligns divergent requirements as needed Serves as the primary liaison between business stakeholders and the program and services team Gathers and represents field requirements and insights — via surveys, interviews, and focus groups — to inform program design and development Validates the program approach with key stakeholders, SMEs, and field leaders to ensure alignment before execution Acts as the audience expert, providing the program and services team with ongoing field context, priorities, and feedback Engages customer success enablement management and leaders to recommend enablement approaches and ensure programs meet field needs Develops and maintains detailed program plans, proactively managing milestones, dependencies and timelines to ensure smooth execution Defines and communicates program objectives, scope, execution plan, dependencies and resource requirements Provides transparency, updates and tracking of program/project for executive sponsors Consistently verifies and drives executive sponsorship across field and business leaders Identifies and engages customer success leaders and field champions to help drive enablement program and content adoption Develops and executes a comprehensive communications plan to promote enablement programs, leveraging available communications and enablement platforms Identifies and recommends new ways to communicate with the field, optimizing platform capabilities Defines the role of customer success management coaching in driving enablement program adoption and surfaces opportunities for CS management to advocate programs Defines, tracks and reports on key metrics that indicate enablement program adoption and impact, providing customer success leadership with results Analyzes data and shares business insights and recommendations with field and business leaders to inform or refine enablement approaches