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Metrc logo
Metrc

Metrc is the most trusted and experienced provider of cannabis regulatory systems.

Customer Enablement Director

DirectorDirectorOtherRemoteLeadTeam 51-200Since 2013H1B No SponsorCompany SiteLinkedIn

Location

Florida

Posted

133 days ago

Salary

0

Seniority

Lead

Bachelor Degree7 yrs expEnglish

Job Description

Customer Enablement Director

Metrc

• Own Metrc’s customer education strategy and lifecycle-based curriculum architecture. • Design and maintain scalable, role-based learning pathways (e.g., administrators, regulators, operators). • Oversee LMS operations, content governance, and learning performance analytics. • Establish and lead a single-source-of-truth documentation and knowledge framework. • Ensure documentation accuracy, version control, and alignment with actual product behavior. • Implement processes for real-time documentation updates tied to product releases. • Own the strategy and execution of in-app education, including walkthroughs, tooltips, release banners, feature nudges, and contextual help. • Drive targeted, event-based education models using platforms such as Pendo or equivalent tools. • Build a predictable release readiness framework connecting Product, Enablement, Support, and CX. • Lead change enablement programs that ensure smooth customer adoption of new features and workflows. • Partner with Product, UX, subject matter experts, and Customer Success Managers to map customer workflows and surface friction points. • Lead “friction-to-action” cycles that translate insights into enablement solutions and product improvements. • Build, lead, and develop a multidisciplinary enablement team spanning instructional design, documentation, in-app learning, and enablement communications. • Establish KPIs to measure enablement impact, including case deflection, adoption rates, time-to-value, and customer satisfaction. • Serve as a cross-functional leader supporting long-term Customer Experience strategy.

Job Requirements

  • 7+ years of experience in customer enablement, customer education, CX strategy, product enablement, or related functions.
  • Proven experience overseeing learning design, content operations, and documentation workflows.
  • Strong cross-functional leadership skills, particularly partnering with Product, UX, Customer Success, and Support teams.
  • Demonstrated ability to interpret customer signals and translate insights into scalable learning and workflow programs.
  • Track record of modernizing or scaling enablement functions in complex environments.
  • Familiarity with LMS platforms, in-app learning technologies, and data-driven decision-making.
  • Exceptional communication, systems thinking, and change management capabilities.

Benefits

  • Health insurance
  • 401(k) matching
  • Flexible work hours
  • Paid time off
  • Remote work options

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