[Hiring] Revenue Enablement Manager @Boulevard

Role Description

We are seeking a dynamic and experienced Revenue Enablement Manager to join our team. The Revenue Enablement Manager will play a crucial role in equipping our Customer Support teams with the knowledge, tools, and resources they need to deliver exceptional customer outcomes. This role will collaborate closely with customer support leadership, lifecycle marketing, and our education and product marketing team to develop and implement effective sales enablement strategies and initiatives.

What You’ll Do Here:

• Design & Execute a Support Enablement Strategy:
  • Develop and implement a comprehensive enablement strategy tailored to Boulevard’s Customer Support organization.
  • Build onboarding, certification, and continuous learning programs that reduce time-to-productivity and improve resolution quality using Articulate and Workramp enablement tools.
  • Align enablement initiatives with CSAT, retention, resolution time, and operational efficiency goals.
• Champion AI & Automation for Support:
  • Partner with Product and Engineering to integrate AI into customer communication workflows.
  • Train Support reps on effective AI usage and prompt best practices.
  • Continuously evaluate AI effectiveness using performance data and customer outcomes.
• Elevate Product Knowledge & Technical Mastery:
  • Build structured product education programs that deepen rep expertise.
  • Create ongoing release education processes to ensure Support stays ahead of product changes.
  • Develop certification programs to validate knowledge and skill development.
  • Partner with Product to translate complex functionality into clear, actionable guidance for frontline teams.
• Build & Maintain High-Impact Content:
  • Ensure messaging consistency across channels (chat, email, phone).
  • Establish governance and quality standards for support content.
  • Create and maintain:
    • Support playbooks
    • Communication frameworks
    • Troubleshooting guides
    • Knowledge base enhancements
    • Macro libraries and templates
    • Ticketing Workflows
• Drive Performance Through Insights:
  • Use support performance data (SLA adherence, median response time, first response time, solve rates, CSAT, resolution time, reopen rate, QA scores, ticket volume trends) to identify skill gaps and improvement opportunities.
  • Use reporting frameworks and OKRS that connect enablement initiatives to measurable outcomes.
  • Partner with Support Leadership to continuously refine workflows and learning priorities.
• Training & Facilitation:
  • Deliver engaging workshops, skill-based training sessions, and AI adoption programs.
  • Coach ICs and managers on reinforcing best practices, provide data and insight to leadership to help coach and direct ICS.
  • Create blended learning experiences (live, asynchronous, simulations, certifications).
• Operational Excellence:
  • Optimize and manage Support enablement tools and tech stack (e.g., CRM, ticketing systems, knowledge management tools, LMS, QA platforms).
  • Ensure strong adoption and ongoing optimization of systems.
  • Improve documentation processes and internal knowledge accessibility.
• Cross-Functional Leadership:
  • Act as a strategic partner to Customer Support leadership.
  • Collaborate closely with Product, RevOps, and Customer Success to ensure Support is aligned with broader GTM strategy.
  • Serve as the voice of frontline Support needs in cross-functional initiatives.

Qualifications

• 3+ years in Revenue Enablement, Support Enablement, Support Operations, or similar roles in a B2B SaaS environment.
• Direct experience working with or within a Customer Support organization.
• Demonstrated success improving KPIs such as CSAT, resolution time, FCR, QA scores, or support productivity.
• Strong understanding of AI tools and automation in customer-facing workflows.
• Experience implementing or optimizing knowledge management systems.
• Analytical mindset with the ability to translate data into actionable enablement programs.
• Exceptional written and verbal communication skills.
• Strong facilitation and training experience.
• Proven ability to influence cross-functional stakeholders.
• Highly organized with strong project management capabilities.
• Growth-oriented, experimental mindset with comfort operating in fast-paced environments.

Benefits

• 401(k) match plus dental, medical, vision, and life insurance.
• Flexible vacation day policy.
• Fully remote work with a monthly work from home stipend.
• Family planning resources and specialized support programs.
• Equity opportunities.
• Boulevard Bucks Learning and Development program.

Company Description

Boulevard Labs, Inc. is an Equal Opportunity Employer committed to hiring a diverse workforce and sustaining an inclusive culture. All employment decisions at Boulevard Labs, Inc. are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.