Global Customer Delivery Enablement Manager

Job description

WalkMe, an SAP company, pioneered the Digital Adoption Platform (DAP) to enable business leaders to fully harness technology in today’s complex digital landscape. By leveraging WalkMe’s features—guidance, engagement, insights, and automation—employees boost efficiency, executives gain greater visibility into digital usage, and organizations maximize their digital assets, driving successful digital transformation.

Together, SAP and WalkMe form a powerful partnership that revolutionizes the digital transformation journey. This collaboration allows businesses to unlock the full potential of SAP’s robust ERP solutions while seamlessly enhancing user experience and productivity with WalkMe’s intuitive digital adoption platform.

The Global Customer Delivery Enablement Manager is a pivotal role responsible for driving the technical proficiency and delivery excellence of the WalkMe Global Customer Delivery organization. You will develop the strategy and execution for onboarding, continuous learning, and methodology certification for our Professional Services consultants. Working closely with Services leadership, you will ensure our global delivery teams have the tools, technical knowledge, and consulting frameworks necessary to drive world-class customer outcomes and maximize the value of the WalkMe platform.

What You’ll Own

• Operational Excellence and Performance
• Improve time-to-productivity for new consultants by enhancing onboarding programs and technical bootcamps.
• Evaluate the effectiveness of enablement programs by tracking key performance indicators (KPIs) such as billable utilization, project health scores, and customer time-to-value.
• Standardize global delivery methodologies to ensure a consistent and high-quality “WalkMe Experience” for all enterprise customers.
• Leadership and Collaboration
• Partner with the SVP of Global Customer Delivery  and regional delivery leads to identify skills gaps and technical training priorities.
• Act as the bridge between Product Management and the Services organization to ensure consultants are enabled on new features before they hit the market.
• Collaborate with the broader Revenue Enablement team to ensure alignment between what is sold (GTM) and what is delivered (Professional Services).
• Training and Curriculum Development
• Design and manage technical certification paths for the WalkMe customer delivery team, focusing on solution architecture, implementation best practices, and advanced DAP builds.
• Deliver advanced training sessions during Global Services Summits and regional workshops.
• Lead the development of a “Services Playbook” that includes standard operating procedures, implementation templates, and troubleshooting guides.
• Leverage Mindtickle, WalkMe Learning Arc, Confluence, and WalkMe itself to deliver scaleable, just-in-time learning content.
• Program Management
• Manage the end-to-end lifecycle of enablement projects, from initial needs analysis to global rollout and maintenance.
• Support the launch of new service offerings or product modules by preparing technical enablement kits for the field.
• Audit and optimize the use of internal tools within the delivery team.
• Program Design & Delivery
• Design and deliver comprehensive enablement programs focused on WalkMe implementations, including:
• Instructor-led bootcamps
• Technical workshops
• Hands-on labs
• Partner enablement sessions
• Develop programs for both virtual and face-to-face consumption, ensuring consistency, quality, and scalability across regions.
• Own all delivery enablement, requiring deep technical fluency and the ability to lead advanced, interactive sessions.
• Content & Curriculum Development
• Create and maintain enablement content such as:
• Online workshops and modular learning paths
• Bootcamp curricula and facilitator guides
• Technical playbooks and implementation best practices
• Enablement newsletters and ongoing communications
• Ensure delivery enablement builds upon—and aligns with—existing sales training and product training foundations.
• Cross-Functional Collaboration
• Partner closely with:
• Sales Enablement
• Product Training
• Product Management
• Professional Services
• Partner Success
• Align delivery enablement programs with evolving product capabilities, implementation standards, and go-to-market motions.
• Partner & Internal Enablement
• Enable both:
• Internal Professional Services consultants
• External partner delivery personnel
• Support onboarding and continuous upskilling for a growing global services organization.
• Measurement & Continuous Improvement
• Define success metrics for enablement effectiveness (e.g., readiness, time-to-productivity, delivery quality).
• Gather feedback and iterate programs to continuously improve outcomes.

What You Need to Succeed

• Experience: 5+ years in Professional Services, Customer Success, or Services Enablement within a SaaS environment.
• Education: Bachelor’s or Master’s degree in Business, Information Technology, or a related field.
• Expertise: Proven experience in instructional design for technical audiences; you can translate complex product features into “how-to” delivery guides.
• Background: Deep understanding of the Digital Adoption Platform (DAP) marketplace or high-growth software implementation cycles.
• Project Management: Experience managing complex, cross-functional programs across multiple time zones (Global experience preferred).
• Skills you’ll use:
• Toolbox: Proficiency in Google Suite, Mindtickle, Synthesia, Confluence, WalkMe Learning Arc and project management software.
• DAP Mastery: Ability to become a power user of WalkMe to build in-app guidance for our own consultants.
• AI Integration: Experience using AI tools to accelerate content creation and technical documentation.
• Analytical Mindset: Ability to correlate training completion with service delivery metrics and CSAT/NPS scores.
• Communication: Exceptional presentation skills, with the ability to command a room of highly technical architects and consultants.
• Why This Role Matters
• This role sits at the intersection of delivery excellence, scale, and growth. The Enablement Lead will directly influence:
• The success of WalkMe implementations
• The readiness of a growing global services organization
• The effectiveness of our delivery partners
• The long-term maturity of our Global Delivery function

What Sets Us Apart

• At WalkMe, we are dedicated to building a workforce that reflects the diversity of our global community and clients we serve through inclusive programs and initiatives including equal pay, employee resource groups, holistic benefits and more.  We are committed to fostering an inclusive culture which celebrates the unique experiences and perspectives each Team Member brings to the workplace.
• Hybrid Work Arrangement: We offer a hybrid work schedule to perfectly combine the benefits of remote work and the essential connections and collaborations of onsite work.
• Supportive Culture: We focus on the whole person, celebrating what makes us unique, and create space for community.
• Professional Development: We encourage continuous learning and offer opportunities for career development through our career compass offering.
• Stay healthy and happy with Wellness@WalkMe! Enjoy quarterly wellness reimbursements, daily BrightBreaks to recharge, and WalkMe’s annual Wellness Month every July—because your well-being matters all year long.
• WalkMe provides health coverage options, where applicable, to ensure employees have access to essential medical benefits. Our offerings are designed to support the well-being and diverse needs of our global workforce.
• WalkMe offers a generous annual leave policy tailored to meet regional standards, ensuring all employees enjoy sufficient time off to rest and recharge.
• WalkMe offers RefreshMe Days throughout the year to further strengthen our commitment to work/life balance.
• Robust Retirement Contributions: Ask HR about the specific offerings for your region!
• SAP’s acquisition of WalkMe highlights a commitment to enhancing user experience and streamlining software interactions, offering opportunities to work with cutting-edge technology that drives efficiency and innovation in the workplace.

Our job titles may span more than one career level. The OTE for this role is between $130,000 and $145,000 including salary and variables. The actual base pay is dependent upon many factors, such as: location, training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus and benefits as part of our competitive total rewards package.

At WalkMe, we approach Diversity, Equity and Inclusion (DEI) with the same level of collaboration, innovation and accountability that we bring to the rest of our business. We believe in the value of diversity and are committed to ensuring an equitable and inclusive workplace where every employee has an equal opportunity to achieve success.

WalkMe does not discriminate. If a candidate requires a reasonable accommodation to complete a job application, pre-employment testing, or a job interview or to otherwise participate in the hiring process, please contact your Talent Acquisition partner immediately.

TO ALL RECRUITMENT AGENCIES: WalkMe does not accept agency resumes. Please do not forward resumes to WalkMe employees or any other company location. WalkMe is not responsible for any fees related to unsolicited resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with the Company for this specific role.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.