Revenue Enablement Manager

Role Overview

• Develop and implement a comprehensive enablement strategy tailored to Boulevard’s Customer Support organization.
• Build onboarding, certification, and continuous learning programs that reduce time-to-productivity and improve resolution quality using Articulate and Workramp enablement tools.
• Align enablement initiatives with CSAT, retention, resolution time, and operational efficiency goals.
• Partner with Product and Engineering to integrate AI into customer communication workflows.
• Train Support reps on effective AI usage and prompt best practices.
• Continuously evaluate AI effectiveness using performance data and customer outcomes.
• Build structured product education programs that deepen rep expertise.
• Create ongoing release education processes to ensure Support stays ahead of product changes.
• Develop certification programs to validate knowledge and skill development, as well as continued education and learning.
• Partner with Product to translate complex functionality into clear, actionable guidance for frontline teams.
• Ensure messaging consistency across channels (chat, email, phone).
• Establish governance and quality standards for support content.
• Create and maintain support playbooks, communication frameworks, troubleshooting guides, knowledge base enhancements, macro libraries, and ticketing workflows.
• Use support performance data to identify skill gaps and improvement opportunities.
• Use reporting frameworks and OKRs that connect enablement initiatives to measurable outcomes.
• Partner with Support Leadership to continuously refine workflows and learning priorities.
• Deliver engaging workshops, skill-based training sessions, and AI adoption programs.
• Coach ICs and managers on reinforcing best practices, provide data and insight to leadership to help coach and direct ICS.
• Create blended learning experiences (live, asynchronous, simulations, certifications).

Requirements

• 3+ years in Revenue Enablement, Support Enablement, Support Operations, or similar roles in a B2B SaaS environment.
• Direct experience working with or within a Customer Support organization.
• Demonstrated success improving KPIs such as CSAT, resolution time, FCR, QA scores, or support productivity.
• Strong understanding of AI tools and automation in customer-facing workflows.
• Experience implementing or optimizing knowledge management systems.
• Analytical mindset with the ability to translate data into actionable enablement programs.
• Exceptional written and verbal communication skills.
• Strong facilitation and training experience.
• Proven ability to influence cross-functional stakeholders.
• Highly organized with strong project management capabilities.
• Growth-oriented, experimental mindset with comfort operating in fast-paced environments.

Benefits

• 401(k) match plus dental, medical, vision, and life insurance.
• Flexible vacation day policy.
• Fully remote work with a monthly work from home stipend.
• Family planning resources and specialized support programs.
• Equity opportunities.