COE Training and Enablement Tools and Processes Manager

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About Salesforce

We're Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too - driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - you've come to the right place.

We're Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too - driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - you've come to the right place.

Position Description
We are seeking a detail-oriented and forward-thinking COE Training and Enablement Tools and Processes Manager to join our Customer Success Center of Excellence (COE) team. In this role, you will focus on developing, maintaining, and optimizing the training, tools, and processes.

You'll translate complex technical systems - including Certinia (formerly FinancialForce) - and evolving operational workflows into clear, actionable training programs. You'll leverage AI tools to create dynamic, modular learning that can be quickly updated as the business evolves.

This role works very closely with our Onboarding and Training Specialist, CoE Leads, AI & Technology Solutions Team and the Process and Tools Team to ensure training, tools, and process documentation remain tightly aligned and consistently up-to-date across the entire Customer Success organization.

The role reports to the Senior Director, Account Success Centers of Excellence.

Key Responsibilities:

• Training and Process Content Creation: Develop high-quality, consumable training materials and guides that simplify complex COE processes, tools, and systems for CSMs and CSALs.

• AI Integration: Use AI-based tools (content generation, adaptive learning engines, automated updates) to accelerate training development, personalize learner journeys, and ensure fast content refresh cycles.

• Dynamic Curriculum Design: Build modular, flexible training frameworks that can be easily updated to reflect evolving tools, processes, and platform enhancements (with a focus on Certinia and adjacent technologies).

• Cross-Functional Collaboration: Work closely with the Onboarding and Training Specialist, AS AI & Technology Solutions team, CSM COE Lead, and CSAL COE Leads to ensure all enablement materials are integrated, consistent, and operationally aligned.

• Tools and Process Expertise: Maintain a deep working knowledge of Certinia and associated Customer Success tools, ensuring training content accurately reflects real-world workflows and best practices.

• Feedback & Continuous Improvement: Gather learner feedback and leverage AI-powered analytics to optimize training effectiveness and identify gaps or new needs.

• Certification & Validation Programs: Support the design and rollout of role-specific certifications, competency assessments, and ongoing skills validation to maintain operational excellence.
  Documentation Management: Ensure all COE process documentation and training resources are version-controlled, dynamic, and reflect the latest operational standards.

• 3-5+ years of experience in Training, Enablement, Tools & Process Documentation, or related fields.
  Demonstrated ability to translate technical and operational complexity into clear, actionable training.

• Strong knowledge of Certinia (FinancialForce) or similar CRM/PSA/ERP systems.

• Experience building dynamic, modular learning that can evolve and scale.

• Familiarity with AI-driven training, content development, and learning optimization tools.

• Excellent communication skills, including the ability to simplify and storytelling across technical and non-technical audiences.

• Strong project management and cross-functional collaboration skills.
  Proficiency in Learning Management Systems (LMS) and content creation tools (Articulate, Lessonly, WorkRamp, etc.).

• Bachelor's degree or equivalent experience.

• Certifications in Certinia, Salesforce, or relevant SaaS platforms.

• Hands-on experience implementing AI-based learning solutions.
  Knowledge of adult learning principles, agile learning design, and microlearning strategies.

• Background working in SaaS, Enterprise Customer Success, or Operations environments.

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