Enablement Performance Leader

Enablement Performance Leader at Oracle

We are seeking a highly motivated, results-oriented individual with executive presence to design, orchestrate, and deliver enablement programs focused on processes and practices that enhance customer engagement and satisfaction.

In close partnership with Customer Success Directors, Leadership, and cross-functional teams, this role will define comprehensive, modern enablement plans for Customer Success Executives and Directors. These plans will be rooted in best practices and designed to improve how our teams engage with customers, ultimately supporting customer success, renewals, and expansion efforts.

Key aspects of this role include developing scalable enablement programs that support a global model—as we continue to grow in international markets—and designing a dedicated homepage to organize and present enablement resources, including training and tools, that align with each stage of the Customer Lifecycle.

The Enablement Performance Leader plays a crucial role in optimizing and enhancing the Customer Success lifecycle processes and strategies. This person is responsible for designing and managing an effective onboarding program for new hires to accelerate the productivity and integration of new CSMs, as well as developing and implementing enablement plans that provide continuous development across all levels and enhance managerial effectiveness. Monitoring the adoption and application of shared knowledge and best practices is also a critical responsibility.

The Leader will oversee the development and maintenance of SharePoint communication sites, ensuring enablement resources and updates are accessible and well-organized. This role is also responsible for creating and standardizing communications and presentation templates for both internal and customer-facing engagements. By enhancing internal communications and resource sharing, the Enablement Performance Leader supports a consistent and efficient enablement experience across the global Customer Success organization.

Enablement Performance Leaders work closely with Customer Success Directors and Leadership to understand business needs, diagnose challenges, and design impactful enablement plans. We are looking for an experienced professional who excels in navigating complex, matrixed organizations with a customer-centric mindset. You will act as a consultative business partner, capable of securing executive sponsorship to measurably improve customer engagement, satisfaction and success through a well-equipped Customer Success team, as well as delivering and orchestrating plans.

This role will also collaborate with Human Resources and Customer Success Leadership to define and implement competency-based enablement plans.

The Enablement Performance Leader role is ideal for individuals passionate about training/enablement, process optimization, and strategic thinking. Successful candidates will bring a blend of analytical, creative, and interpersonal skills to help drive excellence within the Customer Success organization. The candidate should bring sound judgment, a proactive leadership mindset, and the ability to manage a diverse and fast-paced workload.

About The Business

The Customer Success management organization is intended to be a catalyst for maximizing the value of Oracle Health’s solutions. As such, success managers should help unlock the full potential of Oracle Health by focusing on business outcomes. Indeed, the Customer Success Managers play a key role in driving business outcomes across: (1) customer, (2) product, (3) consulting, and (4) sales.

CUSTOMER SUCCESS

We are the single source of truth across the complete customer lifecycle. Our goal is to live in the currency of customer success, driving winning NPS, CLV, net retention (NDR), contract base growth (CBG), renewals on ATR, and referenceable logos.

PRODUCT SUCCESS

We demonstrate the art of the possible across Oracle Health’s unified suite of offerings, driving adoption and ensuring alignment among customer processes, data, and product(s).

CONSULTING/IMPLEMENTOR SUCCESS

We work with consulting to ensure delivery and go-live success is the gateway to customer success.

GTM SUCCESS

We are the catalyst for advancing ONE Oracle, being the glue for ensuring winning customer success from pre-sales to Day 2. Simply, Oracle Health’s Account Management organization amplifies customer trust, conversions, and renewals via a solution and time to value focus. In turn, we create customers for life.

Responsibilities

• Collaborate with the customer success leadership team to understand business goals and objectives. Develop strategies to align customer success performance with these goals.
• Analyze customer Lifecycle data and trends/insights to identify areas of improvement and potential knowledge gaps and define enablement plans.
• Design and create effective process and practice training programs, workshops, and materials to enhance the skills and knowledge of the customer success team.
• Design and continuously evolve a new-hire onboarding program that accelerates time to productivity and effectiveness for new CSMs.
• Develop, organize and maintain enablement assets through the creation of SharePoint Communications pages, that showcase enablement programs/courses/resources in the flow of the Customer Lifecycle.
• Responsible to effectively organize and communicate enablement plans to the customer success team.
• Develop enablement metrics, dashboards, and reporting systems to track and monitor enablement consumption, as well as the impact over customer success plans.
• Develop a first line managers program assuring their understanding of business metrics, strengthen their leadership skills so they can act as advocate productivity programs for their teams.
• Leverage Oracle internal sales and CSM trainings programs targeting customer success specialists role/competency gaps in terms of processes, solution knowledge and best practices.
• Create and implement peer-to-peer tactics promoting high performance cultural values, identify subject matter experts to collaborate with, as well as facilitate sessions is part of the role.
• Create and optimize customer success lifecycle engagement enablement program for stages that includes Onboard, Implement, Adopt and Succeed.
• Drive data-driven decisions based on internal dashboards data, that must be created to support the enablement programs.
• Stay updated on industry best practices and sales enablement tools to continuously improve sales effectiveness.
• Maintain and update SharePoint communication sites to ensure up-to-date and easy access to enablement resources, training programs, and updates throughout the Customer Lifecycle.
• Develop and standardize communications templates for regular internal updates, announcements, and team-wide communications to streamline messaging and branding across the Customer Success organization.
• Design and maintain presentation templates for both internal and customer-facing meetings to ensure consistent messaging and high-quality visual standards in all enablement and engagement touchpoints.
• Collaborate with stakeholders to gather feedback and continuously improve communication assets, ensuring alignment with business objectives and evolving needs.
• Successful engagement of customer success teams, management and leadership on programs developed.

Qualifications and Skills

• Bachelor's degree in Business, Education/Enablement or a related fields. Advanced degrees or certifications in Management or Enablement are preferred.
• 6+ years of experience in Training and Enablement Management, Customer Success, Business Operations roles within a technology company; healthcare industry experience strongly preferred.
• Experience in leading Enablement initiatives/programs promoting effectiveness and productivity driving a high-performance environment.
• Proven work experience in Customer Success or Sales, Customer Success or Sales Enablement roles, or Business Operations, with a successful track record of improving sales performance.
• Proven robust project managing skills: Planning, coordinating and keeping multiple tasks/projects on track; orchestrating and working with cross-functional stakeholders in different time zones; identifying and aligning internal resources as needed, while delivering results timely. Great problem-solving skills and easily navigating complexity and ambiguity in a fast-paced environment.
• Demonstrated collaboration skills that require influencing peers and leaders to embrace best practices and align goals.
• Strong communication & presentation skills for training, coaching, and stakeholder engagement.
• Experience developing and managing SharePoint communication sites or similar platforms to organize and distribute internal resources and updates.
• Strong skills in creating communications templates, including email, newsletter, and announcement formats, tailored for internal audiences.
• Proficiency in designing visually compelling and brand-consistent presentation templates for internal and customer-facing use.
• Demonstrated ability to communicate complex information clearly and effectively across different channels and stakeholder groups.
• Attention to detail and a high standard for written, visual, and digital communications.
• Proficiency in using sales analytics tools and performance tracking systems/dashboards, creation of such is a desirable.
• Excellent analytical skills with the ability to interpret data and derive actionable insights.
• Creative and strategic thinking abilities to design innovative enablement plans.
• Ability to work independently and as part of a cross-functional team, in a fast-paced environment, manage changing priorities, convey complex ideas effectively, and adapt to evolving business needs.
• Excellent organizational and time management skills.

Key skills/competency

• Enablement Program Design
• Customer Success Strategy
• Stakeholder Collaboration
• Project Management
• SharePoint Administration
• Data Analysis & Reporting
• Onboarding & Training
• Communication Standardization
• Presentation Development
• Process Optimization