HubSpot

Customer Support Enablement Partner

HubSpot

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $118,500 - $189,600 per year

Job Level

Mid-LevelSenior

Tech Stack

Go

About the role

  • Strategic Alignment: Partner closely with global Customer Support leadership to align and prioritize key enablement objectives that directly impact the global Customer Support function
  • Learning Journey Development: Design, iterate, and manage a comprehensive, globally aligned learning roadmap for HubSpot’s in-seat Customer Support reps and managers, including product knowledge, customer interaction excellence, role productivity and ongoing skill development
  • Cross-Functional Collaboration: Collaborate with Program Managers, other Enablement Partners, and Instructional Design to deliver an inclusive, regionally relevant learning experience across all segments
  • Needs Analysis: Conduct in-depth needs and gap analyses with representatives and managers across regions to inform program development
  • Executive Reporting: Present executive summaries and insights from enablement efforts during quarterly business reviews, showcasing impact and alignment with business objectives
  • Data-Driven Insights: Leverage metrics and analytics to measure enablement success, identify improvement opportunities, and optimize productivity and collaboration
  • Project Management & Communication: Develop and communicate project plans, strategy, and updates to Customer Support leadership and stakeholders. Reinforce regional and segmental relevance of global initiatives
  • SME Network Development: Build and maintain a network of subject matter experts to enhance the effectiveness and relevance of Enablement learning programs
  • This role is instrumental in creating a remarkable, results-driven learning experience that empowers our Customer Support teams to achieve their highest potential, contribute to business success, and grow their careers within HubSpot.

Requirements

  • 4+ years in Customer Success, Support, or Pre-Sales; enablement experience is a plus
  • Solid grasp of customer support dynamics with the ability to empathize, support, and build trust across teams
  • Strong understanding of HubSpot products, with an ability to translate technical concepts into concise, effective, customer support enablement approaches and assets
  • Skilled at managing ambiguity and thriving in evolving environments
  • Proficient in managing diverse stakeholders, including expectation-setting and communication across project lifecycles
  • Ability to gain buy-in from stakeholders through effective communication, public speaking, and strategic influence
  • Capable of understanding stakeholder needs and translating them into a clear, global enablement strategy
  • Creative thinker skilled in driving operational excellence and process improvements
  • Proficient in using analytics to guide strategic planning and advocate for business changes
  • Demonstrates initiative and proactivity, driving projects forward with minimal supervision
  • The ability to effectively manage time zones as this role will support our global teams