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Job Description Summary:
The Director, Sales Enablement leads Sales and Customer Experience enablement and training activities for Fusion Connect. The role has oversight for functional onboarding and role-readiness, including product and sales training, sales communications and collateral, and the request-handling processes for Sales and Customer Experience. This role will manage RFP response coordination, customer references, cross-functional sales requests, supports Customer Experience team reporting, account assignment management, and assisting with executive presentations.
Job Description:
Essential Duties and Responsibilities include the following (other duties may be assigned):
· Manage Sales and Customer Experience new hire enablement and readiness activities, including reviewing role-based learning paths to ensure relevance and maintaining onboarding workbooks.
· Oversee the relevance of Sales and Customer Experience training, partnering with Human Resources on updates, assignments, and additional training outside of new hire training.
· Partner with sales leadership on the new hire cadence, including the initial post-hire onboarding call, weekly check-ins during the first six weeks, and ongoing coaching, as needed.
· Schedule and coordinate live system and tool training, including Salesforce, Quoting, and the Preliminary Pricing Tool, delivering sessions directly or engaging the appropriate subject-matter expert.
· Develop and maintain the product training schedule in partnership with the Product team; determine sales topics to include in training associated with product launches and changes; and review content for accuracy and relevance.
· Participate in product readiness and launch discussions to identify required Sales and Customer Experience communications, training sessions, documentation, or collateral updates.
· Own the creation and distribution of the Weekly Sales Update, incorporating product and marketing announcements, Sales Operations updates, training recaps and schedules, collateral, promotions, process changes, and practical sales tips.
· Partner with Marketing, Product, and Sales Operations to review the Marketing Hub, identify outdated or missing collateral, and align upcoming initiatives and communications.
· Maintain the Sales “What to Expect” document library, creating and updating materials for product, process, implementation, and customer-experience changes; review content with Product and Service Delivery quarterly.
· Manage RFP requests through cross-functional review and approval, track stakeholder deliverables, and ensure timely responses.
· Oversee Sales Request Forms and customer reference requests, completing them or routing matters to the appropriate teams, following through on responses, and recording customer reference activity in Salesforce.
· Own recurring and ad hoc Customer Experience performance reporting; validate and reconcile information from Salesforce, Gainsight, surveys, Finance, and operational sources, including churn, retention, renewals, NPS, CSAT, customer engagement, account health, risk, and activity.
· Maintain historical Customer Experience performance information and provide month-over-month, quarter-over-quarter, and year-over-year trend analysis.
· Manage Sales and Customer Experience account assignment processes, including new or unassigned accounts, segmentation and staffing changes, portfolio realignments, and verification of approved Salesforce…