Professional Services Enablement Manager

The Professional Services Enablement Manager is responsible for designing, implementing, and overseeing programs that onboard, enable, and continually upskill the professional services organization, including employees and partners. This role ensures that both internal teams and partners are equipped with the expertise to deliver exceptional ECM solutions, drive customer success, and stay ahead of evolving industry standards and technologies. A key aspect of the role involves building and maintaining an Academy—a centralized learning hub for knowledge sharing, skill development, and professional certifications—to serve employees, partners, and customers, ensuring long-term organizational excellence and growth.

Key Responsibilities

Onboarding and Integration:

• Develop and manage ECM-specific onboarding programs to ensure new hires and partners understand the ECM industry landscape, the company’s solutions, and professional services best practices.
• Guide new employees and partners in mastering ECM systems, platforms, and tools commonly used in client engagements.
• Create tailored onboarding workflows for various roles such as solution architects, technical consultants, project managers, and partner professionals.

ECM-Specific Training and Enablement:

• Design and implement training programs
• Ensure all participants are trained in emerging ECM technologies such as artificial intelligence, automation, cloud content services, and regulatory compliance.
• Provide training for customer-facing skills, including consultative selling, requirements gathering, and solution delivery.

Building an Academy (Internal University):

• Establish and manage a centralized Academy to house training, certification, and enablement resources tailored to internal employees, partners, and customers.
• Collaborate with subject matter experts (SMEs) to develop and deliver content such as workshops, self-paced eLearning modules, and live training sessions.
• Build structured learning pathways, including foundational courses, advanced certifications, and specialized tracks for different roles and career aspirations.
• Foster a culture of learning through gamification, recognition programs, and incentives for course completion and certifications.

Continuous Skill Development:

• Identify and address skill gaps in ECM implementation, configuration, and customer success through targeted enablement strategies.
• Establish certifications or badging programs for key ECM-related competencies to recognize expertise and encourage professional development.
• Collaborate with product and engineering teams to ensure all participants are trained on new features, updates, and roadmap changes for ECM offerings.

Collaboration with Leadership and SMEs:

• Work closely with Professional Services leadership to align enablement initiatives with organizational goals and customer demands.
• Partner with SMEs to develop advanced content on ECM solutions, integration strategies, and best practices.

Partner Enablement:

• Develop and manage training programs specifically tailored for partners, ensuring they have the necessary knowledge and skills to implement ECM solutions effectively.
• Collaborate with partner teams to align training efforts with business objectives and partner certification goals.

Metrics and Success Measurement:

• Define success criteria for onboarding and training programs, leveraging key performance indicators (KPIs) such as time-to-productivity and project delivery quality.
• Regularly report on the impact of enablement initiatives, using data-driven insights to recommend improvements.

ECM Industry Trends and Best Practices:

• Stay informed about advancements in ECM, including regulatory updates, emerging technologies, and market demands.
• Integrate industry best practices into enablement programs to ensure employees, partners, and customers remain competitive and future-ready.
• Advocate for a culture of continuous learning and innovation within the ECM ecosystem.

Requirements and competences

• Proven experience in training, enablement, or leadership roles within the ECM or digital transformation industries.
• Strong understanding of ECM platforms and technologies.
• Familiarity with industry regulations and compliance requirements affecting ECM, such as data retention policies and privacy laws.
• Expertise in designing and delivering enablement programs for technical and functional roles in ECM.
• Experience building centralized learning hubs or Academy programs for employees, partners, and customers.
• Exceptional facilitation and communication skills to translate complex ECM concepts into actionable training.
• Proficiency in Learning Management Systems (LMS) and enablement tools, with experience creating professional certifications.
• Analytical skills to measure program effectiveness and drive continuous improvement.