Customer Support Enablement Lead
Apollo.io
ApolloSFDC
Customer Support Enablement Manager
Apollo.io
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
ApolloSFDC
About the role
- Teach Apollo’s full product suite to customers, guiding them through implementation and adoption.
- Lead technical discussions and integrations with 3rd party tools (e.g., SFDC, HubSpot, Marketo, Zapier).
- Facilitate onboarding calls and training sessions; manage a portfolio of 30–40 onboarding customers at once.
- Track and manage customer progress using CS tooling (e.g., Vitally), ensuring value-driven graduations and positive CSAT scores.
- Collaborate with the Onboarding team to deliver scaled webinars and resources for end-user training.
- Maintain a < 6hr SLA on customer inquiries during onboarding.
- Own the strategy, execution, and measurement of the 6-week new hire onboarding program for Customer Support in Mexico City.
- Facilitate in-person training sessions that are engaging, relevant, and role-specific.
- Build and iterate onboarding documentation, checklists, certifications, and ramp milestones.
- Partner with the US-based Everboarding Manager to design ongoing training programs based on CSAT, QA, product changes, and performance metrics.
- Develop scalable enablement programs for support teams and customers, blending live facilitation, async/self-paced content, microlearning, and certifications.
- Work cross-functionally with Support Ops, QA, Product, Sales, and Engineering to align training with business and customer goals.
- Use enablement tools (LMS, content hubs, Maestro, survey dashboards) to deliver and track learning at scale.
- Define success metrics for both onboarding and enablement (e.g., time to productivity, QA scores, CSAT, adoption milestones).
- Establish feedback loops with customers and internal stakeholders to improve program delivery and outcomes.
- Champion a culture of learning, adaptability, and continuous improvement across Apollo’s customer journey.
Requirements
- 5+ years of experience in Customer Support, Enablement, or Training roles, with ownership of onboarding and learning programs.
- SaaS industry experience required.
- Proven experience facilitating live training (customer-facing or internal).
- Strong understanding of technical integrations and SaaS workflows.
- Skilled in program design, stakeholder management, and cross-functional collaboration.
- Bilingual (Spanish and English) required.
- Strong problem-solving, presentation, and communication skills with a focus on clarity and influence.
- Ability to manage multiple projects at once with urgency and attention to detail.
Benefits
- Competitive salary
- Health insurance
- Flexible working hours
- Professional development opportunities
- Paid time off
- Collaboration culture
- Resources for personal growth
- Encouragement for bold ideas
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
SaaStechnical integrationsprogram designcustomer onboardingenablement programslive trainingstakeholder managementproject managementCS toolingmicrolearning
Soft skills
problem-solvingpresentation skillscommunication skillsclarityinfluenceattention to detailadaptabilitycontinuous improvementcross-functional collaborationurgency
