Product & Customer Enablement Lead

📋 Description

• • DeepL, a leading global AI product and research company, is seeking a dynamic and experienced Product & Customer Enablement Lead to join its growing team in London. This pivotal role is instrumental in translating business and product strategies into actionable enablement programs that enhance operational readiness and deepen product expertise across customer-facing teams. You will be at the forefront of ensuring DeepL's rapidly expanding customer base receives exceptional support and maximizes the value derived from our innovative AI solutions, including our cutting-edge translation platform and the new DeepL Agent.
• • As the Product & Customer Enablement Lead, your primary responsibility will be to lead and develop a high-performing team of enablement and product experts. You will foster an environment of continuous learning and growth, ensuring that your team's efforts translate into tangible, measurable outcomes such as improved customer satisfaction, increased product adoption, and enhanced customer retention. Your leadership will be crucial in shaping the capabilities of our customer success, professional services, and customer support functions.
• • A key aspect of this role involves driving launch readiness for new products and features. You will be responsible for designing and implementing scalable readiness programs that equip our customer-facing teams with the knowledge, skills, and confidence needed to engage effectively with customers. This includes developing comprehensive training materials, playbooks, and support resources that ensure a seamless transition from product development to customer deployment.
• • You will own the strategy and execution of internal product knowledge management. This encompasses creating and maintaining up-to-date internal product guides and running continuous enablement programs. These programs will cater to all stages of team development, from onboarding new hires to providing advanced skill-building for seasoned professionals, ensuring that our teams remain knowledgeable and proficient in the flow of their daily work.
• • Furthermore, you will be tasked with creating segment-based enablement strategies tailored to the specific needs of our B2B and Enterprise customers. This involves designing diverse learning formats, including instructor-led training, self-paced modules, and interactive workshops, all aimed at empowering customers to fully leverage the capabilities of DeepL's products and achieve their business objectives.
• • Scaling self-service resources is another critical component of this role. You will own and enhance customer-facing empowerment content, including the comprehensive Help Center and various digital assets. The goal is to significantly improve customer confidence, reduce support inquiries, and promote efficient self-service, thereby elevating the overall customer experience.
• • This position requires strong cross-functional collaboration. You will work closely with Product Management, Product Marketing, Engineering, and Customer Experience teams to align enablement strategies with broader company objectives. By fostering strong partnerships, you will ensure that enablement initiatives effectively support successful product adoption and customer outcomes.
• • A crucial element of your role will be to translate customer insights into actionable improvements. You will leverage customer feedback, usage data, and support interactions to identify product gaps, usability issues, and areas of friction. Your insights will be invaluable in advocating for the needs of both our customers and our internal teams, driving continuous product enhancement and service excellence.
• • This role offers a unique opportunity to shape the future of customer enablement at a rapidly growing AI company. You will play a vital part in ensuring that DeepL's innovative products are not only technically excellent but also easily understood, adopted, and valued by our global customer base. Your contributions will directly impact customer success and DeepL's overall market leadership.