Inn-Flow

Manager

• Build and lead Inn-Flow’s Customer Training and Enablement function from the ground up
• Develop and execute a comprehensive enablement strategy that blends live training, digital learning, and in-app education
• Partner with Product to design and implement a product-led onboarding experience that accelerates customer time to value
• Lead the implementation and expansion of in-app education using Pendo to drive learning, adoption, and feature discovery
• Launch, own, and administer a Learning Management System (LMS), serving as the hands-on system owner while building scalable learning architecture
• Design and build role-based digital learning pathways for customers and internal users
• Create and deliver one-to-many training programs, including webinars, workshops, and scalable virtual sessions
• Build customer certification programs that support onboarding, product mastery, and long-term adoption — with an eye toward future internal and partner use
• Contribute to and evolve Knowledge Base content, while leading the segmentation between self-serve knowledge and formal product documentation
• Lead the rollout of a new product documentation platform and integrate documentation into a broader digital enablement strategy
• Partner closely with the Implementation team to train new customers during onboarding and support trainers transitioning from Implementation into dedicated training roles
• Hire, coach, and develop a team of customer trainers who excel at both customer-facing delivery and scalable content creation
• Serve as a customer-facing leader, delivering training and enablement directly as programs and teams are being built
• Drive cross-functional alignment and change management across Product, Engineering, and CX teams
• Define and track enablement metrics across onboarding outcomes, time to value, adoption, and expansion

Customer Training and Enablement Manager