Manager, Digital CX & Technical Enablement - Acceldata Academy

About this role in Acceldata Academy:

You will be our first leader to manage the Acceldata Academy end-to-end, from customer journeys to labs and certifications. Your work will influence how customers, partners, and internal teams learn, succeed, and grow with Acceldata.

Key Responsibilities:

• Own the customer enablement and education lifecycle from onboarding to renewal.
• Build omnichannel touchpoints across email, in-app, and web.
• Partner with Product, Marketing, and Other CS team members to map user journeys and critical learning moments.
• Launch content campaigns to improve product usage, reduce support tickets, and drive value realisation
• hands-on in AI tools for content generation and possess innovative ways to generate multi-modality content.
• Drive content reporting - usage, effectiveness, sentiment, CSAT.
• Manage the Acceldata Academy portal and self-serve engagement strategy.
• Lead the Voice of Customer (VoC) program and implement improvements.
• Collaborate with our field team, SIs and partners to deliver technical training.

What We’re Looking For

• 10+ years in post-sales enablement and customer education.
• Proven experience in both CX strategy and technical content development.
• Good grasp of B2B SaaS data platforms (e.g., Hive, Spark, Snowflake, Kafka, Hadoop).
• Hands-on with LMS tools, instructional design, and a confident presenter with the ability to simplify deep tech topics.
• Comfortable leading live trainings and simplifying complex topics and technical storytelling.
• Strong analytical skills to report on content and customer engagement effectiveness.
• Bonus: certifications in cloud/data platforms, technical writing, or instructional design.

What You’ll Own

• Strategy & Leadership
• Define and execute the Acceldata Academy vision across digital CX and technical enablement.
• Build customer journeys from onboarding to expansion, using omnichannel learning interventions (Email, in-app, Web).
• Set and track metrics: time to value, usage growth, support deflection, CSAT.
• Own the Voice of Customer (VoC) program — design surveys, track sentiment, and close the loop on insights.
• Multi Media Tools - Creative AI Content Creation, Align enablement goals with CS, Product, and GTM teams.

• Technical Enablement & Content Development
• Lead content creation: videos, labs, ILTs, eLearning modules, certifications.
• Convert product features into structured, outcomes-focused learning paths.
• Manage LMS tools (e.g., TalentLMS) and authoring platforms (Camtasia, Articulate, etc.).
• Set up and maintain training environments, demo sandboxes, and use-case simulations.
• Conduct live technical sessions and train-the-trainer programs.