Manager, Digital CX & Technical Enablement - Acceldata Academy

You will be our first leader to manage the Acceldata Academy end-to-end, from customer journeys to labs and certifications. Your work will influence how customers, partners, and internal teams learn, succeed, and grow with Acceldata.

Key Responsibilities

• Own the customer enablement and education lifecycle from onboarding to renewal.
• Build omnichannel touchpoints across email, in-app, and web.
• Partner with Product, Marketing, and Other CS team members to map user journeys and critical learning moments.
• Launch content campaigns to improve product usage, reduce support tickets, and drive value realisation
• hands-on in AI tools for content generation and possess innovative ways to generate multi-modality content.
• Drive content reporting - usage, effectiveness, sentiment, CSAT.
• Manage the Acceldata Academy portal and self-serve engagement strategy.
• Lead the Voice of Customer (VoC) program and implement improvements.
• Collaborate with our field team, SIs and partners to deliver technical training.

• 10+ years in post-sales enablement and customer education.
• Proven experience in both CX strategy and technical content development.
• Good grasp of B2B SaaS data platforms (e.g., Hive, Spark, Snowflake, Kafka, Hadoop).
• Hands-on with LMS tools, instructional design, and a confident presenter with the ability to simplify deep tech topics.
• Comfortable leading live trainings and simplifying complex topics and technical storytelling.
• Strong analytical skills to report on content and customer engagement effectiveness.
• Bonus: certifications in cloud/data platforms, technical writing, or instructional design.

• Strategy & Leadership
• Define and execute the Acceldata Academy vision across digital CX and technical enablement.
• Build customer journeys from onboarding to expansion, using omnichannel learning interventions (Email, in-app, Web).
• Set and track metrics: time to value, usage growth, support deflection, CSAT.
• Own the Voice of Customer (VoC) program design surveys, track sentiment, and close the loop on insights.
• Multi Media Tools - Creative AI Content Creation, Align enablement goals with CS, Product, and GTM teams.
• Technical Enablement & Content Development
• Lead content creation: videos, labs, ILTs, eLearning modules, certifications.
• Convert product features into structured, outcomes-focused learning paths.
• Manage LMS tools (e.g., TalentLMS) and authoring platforms (Camtasia, Articulate, etc.).
• Set up and maintain training environments, demo sandboxes, and use-case simulations.
• Conduct live technical sessions and train-the-trainer programs.

At Acceldata, our new Agentic Data Management (ADM) offers solutions by introducing AI-powered agents that collaborate with human teams to proactively monitor, diagnose, and resolve data issues. We are revolutionising data observability in how enterprises manage and observe data by offering comprehensive solutions tailored to each organisation&aposs unique needs. Our platform integrates various technologies, enabling seamless data observability for modern enterprises.