Customer Support Enablement Specialist

WHO WE ARE Xactly is a leader in Intelligent Revenue Solutions and a part of Vista Equity Partners portfolio companies since 2017 The Xactly Intelligent Revenue Platform marries artificial intelligence and 17 years of proprietary data in easy-to-use applications Named among the best workplaces in the U S by Great Place to Work six times honored on FORTUNE Magazine s inaugural list of the 100 Best Workplaces for Millennials and chosen as the Market Leader in Incentive Compensation by CRM magazine We re building a culture of success and are looking for motivated professionals to join us THE OPPORTUNITY As the Support Enablement Specialist you ll be a key member of the Customer Support Enablement team and will be responsible for building shaping and delivering on programs the ongoing enablement quality management information sharing and career development for our global Support teams You will continuously look for ways to move to the next level of organizational excellence and get great satisfaction from seeing each of your colleagues achieve their goals and career ambitions You will work closely with the Support Enablement team and Support leaders to prioritize deliver and measure quality and training programs and to drive excellence into the customer experience as well lead or support community platforms Your growth mindset will drive learning for you and those around you You will collaborate closely with cross-functional teams including Sales Customer Success Product Management Engineering and Professional Services We re all about making things easier better and more efficient for our customers and team members Our goal is to build the best Customer Support department on the planet and you will help us do that THE TEAM Xactly s Customer Support team is a talented and growing global team with members in San Jose Denver Bangalore London The team works closely to transfer knowledge and collaborate to ensure we deliver quality support to our customers About the Role We are seeking a Senior Support Enablement Specialist with a strong background in technical customer support community engagement and learning and development This role will play a critical part in scaling and evolving our support organization through enablement programs owning and optimizing our customer support community and driving initiatives that empower both internal teams and our customer base You will also contribute to community migration projects and content strategies Key Responsibilities Community Management Manage the customer support community e g Khoros Salesforce Communities etc ensuring it remains a valuable engaging and user-friendly platform Drive community content strategy moderation processes and regular updates to ensure relevance and accuracy Foster peer-to-peer engagement and amplify community-driven knowledge sharing Migration Platform Optimization Lead or support community platform migration initiatives including planning content mapping data cleanup and go-live support Evaluate and enhance community platform functionality to improve user experience and operational efficiency Work cross-functionally with IT developers and vendors to ensure a seamless transition with minimal impact to users Enablement Learning Design and deliver enablement programs tailored to front-line Support teams e g onboarding product training process improvements Understanding of the Products and collaborate with Product Engineering University and Support leaders to develop educational resources aligned with product updates Analyze support performance data to identify gaps and create targeted learning content Required Qualifications 5-7 years of experience in technical customer support enablement or community management in a B2B SaaS or software company Strong understanding of community platforms e g Khoros Salesforce Higher Logic Gainsight or others Experience with community migration projects including stakeholder coordination and execution Familiarity with front-end technologies HTML CSS JS Experience with tools like LMS Learning Management Systems Knowledge Bases and AI-powered support tools is an advantage Demonstrated ability to manage or support community migrations or platform transitions Experience designing developing and delivering implementing innovative and creative and fun learning solutions web-based training technical training videos job aids guides quizzes etc Wiki-building experience using Atlassian s Confluence or similar tool Experience leading and developing effective scalable high-quality information delivery training and certification programs Experience supporting globally dispersed teams Excellent written and verbal communication skills with strong organizational capabilities Passion for teaching mentoring and building impactful learning experiences Preferred Qualifications Project management skills or certification e g PMP Agile Experience working with global or distributed support teams Data-driven mindset with ability to derive insights from support metrics What You ll Gain Opportunity to shape the evolution of a global customer support function A key role in building scalable knowledge and community programs Direct impact on customer and support team satisfaction and efficiency A collaborative and inclusive environment that values growth and innovation BENEFITS PERKS Paid Time Off PTO Comprehensive Health and Accidental Insurance Coverage Tuition Reimbursement XactlyFit Gym Fitness Program Reimbursement Free snacks onsite if you work in office Generous Employee Referral Program Free Parking and Subsidised Bus Pass a go-green initiative Wellness program OUR VISION Unleashing human potential to maximize company performance We address a critical business need to incentivize employees and align their behaviors with company goals OUR CORE VALUES Customer Focus Accountability Respect Excellence CARE are the keys to our success and each day we re committed to upholding them by delivering the best we can to our customers Xactly is proud to be an Equal Opportunity Employer Xactly provides equal employment opportunities to all employees and applicants without regard to race color religion sex age national origin disability veteran status pregnancy sexual orientation or any other characteristic protected by law This means we believe in celebrating diversity and creating an inclusive workplace environment where everyone feels valued heard and has a sense of belonging By doing this everyone in the Xactly family has the power to make a difference and unleash their full potential