About Netskope

Today, there's more data and users outside the enterprise than inside, causing the network perimeter as we know it to dissolve. We realized a new perimeter was needed, one that is built in the cloud and follows and protects data wherever it goes, so we started Netskope to redefine Cloud, Network and Data Security.

Since 2012, we have built the market-leading cloud security company and an award-winning culture powered by hundreds of employees spread across offices in Santa Clara, St. Louis, Bangalore, London, Melbourne, Taipei, and Tokyo. Our core values are openness, honesty, and transparency, and we purposely developed our open desk layouts and large meeting spaces to support and promote partnerships, collaboration, and teamwork. From catered lunches and office celebrations to employee recognition events (pre and hopefully post-Covid) and social professional groups such as the Awesome Women of Netskope (AWON), we strive to keep work fun, supportive and interactive. Visit us at Netskope Careers. Please follow us on LinkedIn and Twitter@Netskope.

About the position:

The Customer Experience Enablement Manager at Netskope will play a critical role in ensuring that our post-sales customer-facing teams are equipped with the knowledge, skills, and resources needed to deliver exceptional customer experiences. This role will focus on both employee onboarding and ongoing enablement, with a goal of maximizing team effectiveness and driving customer success.

Responsibilities include:

Employee Onboarding: Develop and execute comprehensive onboarding programs for new customer-facing employees, including Customer Success Managers, Technical Account Managers, and Technical Account Managers. Ensure that new hires receive the necessary training, resources, and support to quickly ramp up and become productive members of the team.
Content Development: Create engaging and informative training materials, resources, and tools to support employee onboarding and ongoing enablement efforts. This may include presentations, playbooks, e-learning modules, job aids, and other learning resources tailored to the needs of different roles and skill levels.
Training Delivery: Facilitate onboarding sessions and training workshops for new hires, leveraging a variety of delivery methods such as instructor-led training, virtual training, and self-paced learning modules. Continuously evaluate and enhance training programs based on feedback and performance metrics.
Ongoing Enablement: Develop and implement strategies for ongoing enablement and skills development for customer-facing teams. This includes conducting regular training sessions, workshops, and knowledge-sharing sessions to reinforce best practices, introduce new tools and processes, and enhance team capabilities.
Cross-Functional Collaboration: Collaborate closely with internal stakeholders, including Customer Success, Support, Product Management, and Sales, to ensure alignment and consistency in customer experience enablement initiatives. Partner with subject matter experts to gather insights and content for training programs.
Performance Measurement: Establish key performance indicators (KPIs) and metrics to evaluate the effectiveness of enablement programs and initiatives. Monitor employee performance and proficiency levels, and identify opportunities for improvement and additional support.
Feedback and Iteration: Solicit feedback from stakeholders and participants to continuously improve and iterate on enablement programs. Regularly assess training content, delivery methods, and effectiveness, and make adjustments as needed to ensure relevance and impact.

Job Requirements:

5+ years of experience in customer experience enablement, training, or related roles, preferably in the technology or SaaS industry.
Strong understanding of adult learning principles, instructional design methodologies, and training delivery techniques.
Excellent communication and presentation skills, with the ability to effectively convey complex concepts to diverse audiences.
Proven ability to collaborate and influence cross-functional teams and stakeholders at all levels of the organization.
Experience with learning management systems (LMS), e-learning authoring tools, and virtual training platforms.
Results-driven mindset with a focus on continuous improvement and impact measurement.
Certifications in training, coaching, or customer experience management are a plus.

Education:

Bachelor's degree in Business Administration, Education, Communications, or related field (Master's degree preferred).

Netskope is committed to implementing equal employment opportunities for all employees and applicants for employment. Netskope does not discriminate in employment opportunities or practices based on religion, race, color, sex, marital or veteran statues, age, national origin, ancestry, physical or mental disability, medical condition, sexual orientation, gender identity/expression, genetic information, pregnancy (including childbirth, lactation and related medical conditions), or any other characteristic protected by the laws or regulations of any jurisdiction in which we operate.

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