Job Title: Support Enablement Manager 

Location: Denver, CO, 

Function: Customer Support

Position Type: Regular, Full-time

Position Level: Senior

Xactly Corporation was founded to solve an important challenge: how to help people everywhere connect and unleash their human potential through seamless, perfectly aligned Sales Performance Management. Xactly's comprehensive Sales Performance Management (SPM) suite leverages data from a sales performance AI platform to provide timely insights across the entire SPM value chain, from sales planning to execution, including compensation to optimization. Xactly takes Sales Performance Management from a dark art to a science, providing decision-makers with the data insights they need to tap the motivational power of their incentive compensation. With access to predictive analytics and benchmark data, enterprises can now optimize territories, design the right compensation and incentive plans and accelerate attainment and optimization of sales performance.

THE OPPORTUNITY

As the Support Enablement Manager, you'll be a key member of the Customer Support leadership team and will be responsible for building, shaping and delivering on programs supporting new hire onboarding and the ongoing enablement, quality management, information sharing and career development for our global Support teams. You will continuously look for ways to move to the next level of organizational excellence and get great satisfaction from seeing each of your colleagues achieve their goals and career ambitions. You will work closely with Support leadership to prioritize, deliver, and measure quality and training programs and to drive excellence into the customer experience. You will develop materials, document processes and deliver training. Your growth mindset will drive learning for you and those around you. You will collaborate closely with cross-functional teams including Sales, Customer Success, Product Management, Engineering and Professional Services. We're all about making things easier, better, and more efficient for our customers and team members. Our goal is to build the best Customer Support department on the planet, and you will help us do that!

THE TEAM

Xactly's Customer Support team is a talented and growing global team with members in San Jose, Denver, Bangalore, Toronto, and Australia. The team works closely to transfer knowledge and collaborate to ensure we deliver quality support to our customers.

Skill Set

• 5+ years with focus on Learning and Development for Support teams in the software industry

• Experience leading and developing effective, scalable quality, information and training programs

• Experience driving successful implementation, measuring effectiveness, and presenting results to leadership

• Experience designing, developing and delivering/implementing innovative and creative learning solutions (web-based training, technical training videos, job aids, guides, etc.) 

Additionally, the ideal candidate will have experience in the following areas:

• Front-end technical Customer Support experience

• LMS (Learning Management System) experience

• Project management experience

• Experience supporting globally dispersed teams

Within 1 month, you will…

• Gain a broad understanding of our products and how your role fits into the organization.

• Partner with the Customer Support leaders to define key success metrics for your role and how you will measure against them.

• Get to know and build working relationships with the Support Management team.

• Become familiar with our Support culture, team, and processes and begin to evaluate and understand the needs of the Support department. 

• Start developing relationships across the organization, 

Within 3 months, you will…

• Develop a point of view on the most effective mechanisms for facilitating enablement, knowledge, and content management.

• Identify the highest potential areas of opportunity for global enablement intervention.

• Inventory and organize existing content and materials 

• Design a pilot program and outline of a full support training program with targeted timelines for implementation.

• Begin developing and facilitating enablement programs based on highest priority and needs identified – which include but are not limited to: support process, new-hire onboarding, new release training, communication skills.

Within 6 months, you will…

• Roll out training programs that drive improved customer experience, employee engagement, and employee retention to entire support department

• Develop a Support certification program that builds expertise and enables career growth

• Continue to expand the library of enablement content and skills training.

• Implement processes to leverage knowledge created by the Support team and other internal teams, ensuring the knowledge is consumable, indexed and tagged for search efficiency

Within 12 months, you will…

• Have complete control over enablement strategy for the Support teams.

• Have a clear view of the impact enablement is having on the business.

• Evolve Support enablement programs for continued growth, achievement and capability among the team.

Is this role not an exact fit for you? Keep an eye on our Careers Page for other positions!

BENEFITS & PERKS

• Flexible Time Off (FTO)

• Comprehensive Insurance Coverage (including pet insurance!)

• Tuition Reimbursement

• XactlyFit Gym/Fitness Program Reimbursement

• Kitchen Stocked Daily with Tasty Snacks, Fruit, and Drinks

• Access to Corporate Discounts

• Parking & Commuter Benefits

• Up to (3) Days Paid Leave to Participate in Community & Volunteer Opportunities

• End of Month Surprises, Contests, BBQs, Parties & Reward Vacations

• 401(k) Retirement Savings Plan & Employer Match 

THE XACTLY STORY

Xactly is a leading provider of enterprise-class, cloud-based, incentive compensation solutions for employee and sales performance management. We achieve this by following our vision: Unleashing human potential to maximize company performance. We address a critical business need: to incentivize employees and align their behaviors with company goals. Our solutions allow organizations to make better strategic decisions, optimize behaviors, increase sales and employee performance, improve margins, increase operational efficiencies, mitigate risk, design better incentive compensation plans, and reduce error rates in incentive compensation calculations. Our core values of Customer Focus | Accountability | Respect | Excellence are key to our success, and each day we're committed to upholding them by delivering the best we can to our customers.

We were the first 100% cloud-based, multi-tenant provider focusing solely on the incentive compensation and employee and sales performance management market, and we achieved our leadership position through domain expertise and innovative technology. We deliver our solutions through a Software-as-a-Service (SaaS) business model.

Xactly is proud to be an Equal Opportunity Employer. Xactly provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law. 

We do not accept resumes from agencies, headhunters, or other suppliers who have not signed a formal agreement with us.