Customer Enablement & Implementation Manager
3 days ago
Orlando
Job DescriptionBenefits: • 401(k), • 401(k) matching, • Dental insurance, • Health insurance, • Paid time off At RedTeam, we serve commercial general contractors who need practical, no-nonsense tools to run their business. As we grow, were rethinking how customers get onboarded and enabledmoving away from time-intensive, trainer-led implementations toward a scalable, system-driven experience. Were hiring someone to lead our Implementation team while rebuilding our onboarding and enablement model from the ground up, using technology, AI, and process design to create a more efficient, modern customer experience. This is not a traditional enablement role. This role is responsible for reducing reliance on live training, not scaling it. What Youll Own 1. Redesign the Onboarding Model (Primary Focus) • Replace long-form, live training with a scalable onboarding system, • Transition from trainer-led onboarding to a model driven by:, • Self-guided LMS learning, • AI-assisted support, • Structured milestone-based implementation, • Define a clear 30-60-90 day onboarding journey with measurable outcomes, • Establish clear criteria for:, • Implementation complete, • Readiness for Customer Success handoff, • Reduce time-to-value and overall implementation effort per customer 2. Lead & Evolve the Implementation Team, • Manage and develop the Implementation team, setting clear expectations, accountability, and performance standards, • Transition the team from a training-heavy delivery model to a system-supported, efficiency-focused approach, • Redefine the role of an implementer from trainer to advisor and onboarding guide, • Ensure consistent execution of the onboarding process across all customers, • Monitor team performance against key metrics such as:, • Implementation hours per customer, • Time to go-live, • Customer readiness at handoff, • Coach the team to leverage LMS, content, and AI tools effectivelyreducing reliance on repetitive live sessions, • Identify gaps in skills or performance and address them through coaching, process improvements, or hiring 3. Build a Scalable Enablement Engine, • Own and evolve Skilljar (or similar LMS) as the primary onboarding vehicle, • Develop structured, role-based learning paths (PMs, accounting, field teams, etc.), • Implement certification-style onboarding programs that customers complete prior to live sessions, • Ensure enablement is tied to actual product usage and outcomes, not just content completion 4. Create Training Content That Replaces Live Training, • Design and produce onboarding content (videos, walkthroughs, guides) that eliminates the need for repetitive live trainingnot supplements it, • Build content aligned to real workflows and day-to-day use cases, not just feature education, • Leverage AI tools to accelerate content creation, maintenance, and personalization, • Continuously refine content based on:, • Product usage data, • Support trends, • Common onboarding friction points 5. Leverage AI & Automation, • Identify and implement AI-driven solutions to:, • Guide users through onboarding, • Answer common questions, • Personalize the learning experience, • Reduce reliance on human intervention through:, • Knowledge systems, • In-product guidance, • Automated workflows, • Continuously evaluate new tools and approaches to improve scalability and efficiency 6. Optimize for Efficiency & Outcomes, • Define and track key metrics:, • Time to go-live, • Implementation hours per customer, • Training completion vs. product adoption, • Continuously improve onboarding based on data and feedback, • Ensure a smooth, consistent transition from onboarding to Customer Success 7. Cross-Functional Partnership, • Partner with Product to improve in-product onboarding and usability, • Align with Customer Success on adoption, outcomes, and handoff processes, • Support Sales with scalable, repeatable enablement resources where needed What Success Looks Like, • Significant reduction in live training hours per customer, • Majority of onboarding completed through self-guided systems, • Customers arrive at live sessions preparednot learning from scratch, • Faster time-to-value and stronger early product adoption, • Clear, repeatable onboarding process with defined milestones and outcomes, • Increased implementation team capacity without adding headcount Who You Are, • 510+ years in SaaS, ideally in onboarding, customer success operations, enablement, or product-led growth, • Experience managing a team, preferably in implementation, onboarding, or customer success, • Proven track record of improving onboarding efficiency or scaling delivery models, • Strong systems thinkeryou naturally look to replace manual work with automation, • Comfortable leveraging AI tools and emerging technologies to improve workflows, • Experience creating customer-facing training content (video, LMS, guides), with a focus on scalability, • Data-driven mindset with the ability to measure and improve outcomes, • Builder mentalityyou create structure where it doesnt exist, • Strong cross-functional collaborator who can influence without direct authority, • Bonus: experience with LMS platforms (Skilljar preferred) and in-product onboarding tools This is a remote position.