WorkSpan

Role Description This role is responsible for building and scaling enablement content and documentation that directly improves partner execution and adoption across co-sell and marketplace workflows. Beyond content development, you will deliver structured enablement, operational playbooks, and guided learning experiences that reduce friction and improve partner success and adoption. Qualifications - 3–6 years in Technical Enablement, Documentation, Support, or Solutions roles - Excellent communication skills with the ability to lead customer discussions and explain technical concepts to non‑technical audiences - Comfortable working in Agile, fast‑paced, customer‑facing environments - Experience with SaaS integrations and CRM systems (Salesforce preferred) - Proficient knowledge with Google and Microsoft Suite (PowerPoint/Slides) - Strong time management and organizational skills - Highly coachable and strong ability to implement feedback - Ability to work closely and collaboratively with the team Requirements - Build structured product documentation - Align documentation with product releases and changes - Maintain integration documentation (CRM, APIs, data validation) - Create troubleshooting libraries and error resolution guides - Create enablement assets: - Step-by-step walkthroughs - Quick reference guides - Interactive demos (where applicable) - Process maps and visual workflows - FAQs, Common pitfalls and how to avoid them - Deliver lightweight training: - Recorded sessions - Live walkthroughs - Office hours / Q&A sessions - Convert support tickets into enablement improvements - Identify repeat issues and create targeted training - Build decision trees for faster troubleshooting - Partner with support to reduce ticket volume - Structure content for AI assistants and copilots - Create modular knowledge blocks for reuse - Enable smart search and contextual help - Contribute to AI-driven support and enablement initiatives Company Description

• Own a portfolio of high ARR, multi-region enterprise accounts • Define and manage joint success plans with clear KPIs • Lead Monthly / Quarterly Business Reviews (MBRs/QBRs) • Drive deep adoption across core WorkSpan modules and AI-powered features • Act as a trusted advisor to senior leaders in Alliances, Channels, Partner Sales, and Revenue Operations • Own major escalations and complex issues • Serve as a role model and mentor for other CSMs

• Act as the primary WorkSpan technical consultant for enterprise customers. • Lead discovery and design workshops to understand business objectives and map them to Salesforce and the WorkSpan virtual data model. • Partner closely with customer stakeholders, internal Product, Engineering, and Sales teams. • Translate executive‑level goals into clear technical designs, user stories, and delivery plans. • Lead end‑to‑end Salesforce Sales Cloud implementations involving the WorkSpan Managed Package. • Configure and customize Salesforce objects, fields, flows, approval processes, reports, dashboards, and security models. • Perform gap analysis to distinguish configuration vs. customization and recommend scalable solutions. • Own installation, upgrades, versioning, and configuration of the WorkSpan Managed Package. • Design and implement integrations between Salesforce and partner ecosystems such as AWS ACE, Microsoft Partner Center, and other PRM / B2B platforms.

• Design and maintain an AI technology stack that supports automated customer life cycles and product-led engagement • Unify customer data into a definitive system of record to power all automated communications and buyer journeys • Evaluate and implement AI tools and data constructs that solve specific friction points in the freemium and trial conversion process • Establish data pipelines and model governance to ensure reliable, scalable, and automated insights • Implement AI-driven experiences within the application to communicate directly with users based on real-time behavior • Develop AI-powered health monitoring and expansion strategies to drive engagement beyond the initial sales meeting • Scale operations through automation, focusing on 'human-in-the-loop' workflows rather than managing a large manual team • Provide recommendations to product and marketing teams on building the foundation for new, automated GTM motions • Serve as the AI subject matter expert, 'charting the path' for growth by translating business requirements into technical AI solutions • Conduct a 90-day 'listening tour' to map out current onboarding processes, data availability, and build customer empathy • Establish performance metrics and continuously optimize AI models based on business outcomes and ROI

About the role: - Key Responsibilities AI Infrastructure & Platform Strategy - Design and maintain an AI technology stack that supports automated customer life cycles and product-led engagement. - Unify customer data into a definitive system of record to power all automated communications and buyer journeys. - Evaluate and implement AI tools and data constructs that solve specific friction points in the freemium and trial conversion process. - Establish data pipelines and model governance to ensure reliable, scalable, and automated insights. PLG AI Enablement & Support - Implement AI-driven experiences within the application to communicate directly with users based on real-time behavior. - Develop AI-powered health monitoring and expansion strategies to drive engagement beyond the initial sales meeting. - Scale operations through automation, focusing on "human-in-the-loop" workflows rather than managing a large manual team. - Provide recommendations to product and marketing teams on building the foundation for new, automated GTM motions. Cross-Functional AI Strategy - Serve as the AI subject matter expert, "charting the path" for growth by translating business requirements into technical AI solutions. - Conduct a 90-day "listening tour" to map out current onboarding processes, data availability, and build customer empathy. - Establish performance metrics and continuously optimize AI models based on business outcomes and ROI. Required Experience - 5+ years in revenue, sales, or marketing operations with recent, hands-on experience implementing AI tools. - PLG Background: Proven experience at a Product-Led Growth company, ideally at the Series C stage. - Technical Acumen: Strong background in data analysis, aligning data models, and evaluating model performance. - Mindset: Data-driven and experimentation-minded with specific experience in freemium/trial conversion models. - Execution: A "scrappy" approach to execution with the ability to manage vendor relationships and lead change management.