The Customer Success Team is responsible for delivering our product to our clients. This includes education, configuration, solution development, and risk strategy to enable our clients to address their pain points. We collaborate with our clients to ensure they have the right solution, build out a strategy and training plan for them, and then support them through each phase of our client lifecycle. We grow at a fast clip and believe no challenge is too big or too small. Therefore, we have an open environment that encourages us to lean in, try new things, and discover our potential. Join us!


You:

The Feedzai Academy is responsible for designing, developing and educating all personas who work with our product: clients, partners, contractors and our employees themselves. The Academy creates engaging learning paths, courses, modules, user guides, and documentation to empower users to understand, implement and use our products effectively. The Principal Enablement Architect plays a critical role in materializing this mission.


Your Day to Day:

• Identify training needs on an ongoing basis for internal delivery staff, partner system integrators and direct clients using interviews, surveys, and general collaboration with stakeholders who use the product in the field. This will involve collaboration with cross-functional teams, including Product Management, Delivery, Data Science, Subject Matter Expert, Sales and Marketing;
• Define a learning path structure that feels simple to the consumer, while being thorough and complex behind the scenes. This will be developed by your own curiosities, both technical and industry, to identify what needs to be taught to deliver value. You are expected to drive the program, not wait for a practitioner to tell you what should be built. Experience formalizing this into a certification framework is preferred;
• Create and maintain content including training materials, presentations, API-injection scripts, process flows and general instructional documentation. In order to do this, you will need to establish a content roadmap, which aligns to a master enablement plan across the different personas and stakeholder types;
• Execute the training and development programs through hands-on session facilitation and coaching. We are looking to develop a hybrid training model and require those who build the program to also interact with it in the field. This is the only way you genuinely know what to improve;
• Contribute to developing the Academy into its own line of business, including a P&L. The function should ultimately become self-sustaining, with clarity on what revenue it brings in, the value that training represents, and the cost each year to evolve and continuously deliver its mission. This involves establishing meaningful KPI's that show Enablement's impact across the business, reporting in weekly, monthly and quarterly views. We aim to make data-driven decisions, where opinions need to be backed up quantifiably;
• Identify and propose process improvement areas. While developing in-depth training paths, you will undoubtedly uncover process gaps or areas of over-complexity that need to be defined or re-assessed. The Academy’s responsibility is to surface this and propose options to the respective Ops teams, working with them to close the holes and then enabling people on the outcomes;

Over time, you will build a strong understanding of the company's products, services and GTM approach, intimately grasping how they all interact within one ecosystem. This will help drive your contribution to enablement even further.

You Have & You Know-how:

• 15 years professional experience, with a minimum of 5 years in the learning industry, leading the design and execution of an academy-like function;
• High end, demonstrable presentation, communication, and interpersonal skills. You must have the ability to convey complex technical and business concepts in a clear and compelling manner to all different types of people at all different levels of seniority;
• You should be adept at stakeholder management with the ability to establish trust and maintain ongoing communication;
• Skillful in teaching and a coaching others. It’s not expected that you immediately know or ever will know all of the subject matter, but you know how to extract it from those who do, and then convey it to others;
• Ability to transform a practitioner into someone who can educate others in their knowledge;
• Experience in SaaS and the payments industry.
  
  

#LI-Remote #LI-BX1