Director, Knowledge and Enablement

About the Role

The Director of Knowledge and Enablement will oversee our knowledge center and enablement for our internal Customer Success employees and Tebra customers. A part of the CS operations team, this digital-first individual will lead and develop a group of trainers, instructional designers and content writers to create an energized environment of learning and knowledge management. Your goal is to gather and disseminate knowledge through our customer portal, be a champion for our customers' learning and ensure Tebra employees are skilled and successful at their jobs. This role requires deeply understanding our product, employee and customer experience to create strategies to drive continuous learning at scale. The knowledge and training provided by your team will drive improvements in customer satisfaction (CSAT), employee satisfaction (eNPS) and ultimately Net Revenue Retention (NRR). 

Your Area of Focus

• Develop and execute a strategic vision for the Knowledge and Enablement function, aligned with the company’s overall goals and objectives.
• Establish a cadence for keeping materials up to date as the company and industry changes.
• Set up systems, reporting, and feedback channels to measure the effectiveness of training, and consistently implement strategies to improve results.
• Serve as a true partner and trusted knowledge point of contact to the customer success organization. 
• Develop and implement a consistent, scalable, and high-quality training framework that ensures effective onboarding of employees, role-specific training for new product feature releases, and equip them with the skills needed for success.
• Ensure that employee’s workflows and tooling facilitate seamless learning and continuous education, measured by training adoption and retention.
• Work cross-functionally with customer success, sales enablement, human resources and product teams to plan for upcoming hiring classes, upcoming releases, and align on key training priorities. 
• Orchestrate the editing and creation of content to help educate customers on our core product and deliver ongoing learning in partnership with CS and Marketing.
• Create custom and tailored training options for customers as a premium service, and work alongside marketing, sales, and customer success to effectively position and sell these offerings to the right target audience. 
• Lead the growth and evolution of our Knowledge Centered Service (KCS) strategy, driving a knowledge service model fueled by dynamic and robust content.
• Partner with the rest of the CS Ops team to select, administer, and drive adoption of our training technologies, such as our LMS, Help Center, and Internal Knowledge Base.

Your Professional Qualifications

• 10+ years of leadership experience in Learning and Enablement, Knowledge Management and/or Customer Success, Operations.
• A creative and innovative thinker who has a proactive approach to problem-solving and is resourceful and results driven.
• Skilled at supporting teams through transformation, growing team talent, as well as a track record of performance outcomes.
• Strong leadership skills, and the ability to collaboratively build a strategy, execute cross-functionally and the ability to influence and engage stakeholders at all levels.
• Is excited about the idea of developing and advancing the maturity of a team’s processes, identifying areas of opportunity, and implementing plans to hit targets.
• Proven experience in leading the development of innovative, effective learning solutions.
• Is comfortable working with ambiguity while remaining results-driven.
• Possesses business experience in SaaS; experience in healthcare or SEO desirable
• KCS certification not a requirement but wins you bonus points
• Occasional domestic and international travel may be required for internal team or leadership meetings.

About Tebra

Kareo and PatientPop have joined forces to become Tebra, the digital backbone for practice well-being. While our teams are still supporting both products, our new hires and current employees are now united as Team Tebra. 

Tebra aims to unlock better healthcare by helping independent practices bring modernized care to patients everywhere. Well over 100,000 providers trust Tebra to elevate their patient experience, and help them grow their practice. At Tebra, we’re building the future of well-being together. That shared vision for tomorrow begins with compassion and humanity today.

Our ValuesStart with the Customer 

We get to know our customers - and their patients - and look at the world through their lens.

Keep It Simple

Healthcare is too complex. We aim to simplify it for everyone.

Stay Entrepreneurial 

We reject the status quo and solve problems with creativity, perseverance, and a bias to action.

Better Together

We are diverse, humble, and collaborative. We put the team first and win together.

Celebrate Success

Life is short and joy is underrated. We take time to have fun and celebrate success.

Perks & Benefits 

In addition to our healthcare benefits, we also offer amazing perks! Need work from home basics? We offer a discount through Dell! We also offer a number of resources to help you keep your mind and body healthy. Check out obe Fitness or Gympass for a great workout, or LifeWorks Employee Assistance Program to find mental health resources, along with other resources for everyday occurrences.

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