Customer Enablement Manager

Company Description

We’re looking for a new member to join our Customer Enablement team with a focus on Support services and product enablement. In this role, you’ll act as a bridge between strategy and execution, working closely with the CLT and Support leadership to strengthen the performance, scalability, and customer experience within Support. You’ll drive meaningful, long-term improvements to Support processes, tools, and ways of working, whilst also serving as the go-to person within the Enablement team for product changes and releases, ensuring customer domain colleagues are always informed and well-equipped ahead of any update. 

This is a rewarding opportunity for someone who’s passionate about creating tangible impact on how our teams work and how our customers experience our Support services. 

We're open to any candidates in Europe (NL, DE, UK, DK, HU, BE) 

Job Description

Key Responsibilities 

Support Enablement 

• Identify gaps in Support processes and ways of working, using data and feedback to drive meaningful improvements. Work closely with Support Leadership to design, implement and embed changes that deliver a consistent, high-quality approach across all branches. 

• Improve the accuracy and quality of Support data, dashboards, and reporting, working with stakeholders across domains to ensure the right insights are available to the right people. 

• Take ownership of key Support systems and tooling, continuously improving how they are used and proactively exploring how automation and AI can reduce manual work and free up colleagues for higher-value activities. 

• Create and maintain enablement resources and key service documentation for Support, including SLAs and service descriptions, ensuring they remain accurate, aligned, and accessible to colleagues. 

Product Communication and Enablement 

• Serve as the go-to person within the Enablement team for product changes and releases, keeping customer domain colleagues informed and well-equipped ahead of new features, new capabilities, and end-of-life changes.  

• Work closely with stakeholders such as Product & Technology (P&T) to ensure teams are confident when changes are introduced, and maintain product-related enablement resources to keep them accurate and accessible across the customer domain. 

Enablement Team Contribution 

• Play an active role within the Customer Enablement team, with a focus on Support, whilst contributing to broader initiatives such as improving the customer journey, process optimization, and application improvement. 

Qualifications

About You 

We're looking for someone who can drive momentum in a fast-moving environment, someone who takes initiative and works collaboratively across teams. You'll likely be a great fit if you have: 

Essential: 

• 3+ years of experience in a relevant role, with evidence and experience of implementing process improvement and change.  

• A proactive mindset and a strong sense of initiative and ownership, you don’t just identify what could be better, you take responsibility for driving it forward and seeing it through to impact, with a genuine passion for continuous improvement. 

• Strong project management skills, with experience coordinating across multiple stakeholders and domains such as revenue and operations. 

• Excellent communication skills, with the ability to translate complex information into clear, practical guidance for the relevant audience. 

• A natural collaborator, able to thrive working with international and cross-functional teams. 

• A structured, process-oriented approach to work - able to bring clarity and order to how processes and documentation are managed and maintained in a changing organization.  

• Comfortable acting in environments where not everything is clearly defined, you create structure where you can and favour progress over perfection. 

• A customer-centric approach and a genuine desire to make a meaningful impact. 

Desirable: 

• Experience within or close to Support, with an understanding of support workflows, KPIs, and ways of working, or at minimum, experience in a customer-facing service role. Support specific knowledge is something we’re happy to develop with the right candidate.  

Commitment to Diversity  

TOPdesk is committed to creating a diverse and inclusive workplace. We welcome applications from candidates of all backgrounds and experiences.  

Additional Information

Timeline 

The deadline for applications is: 26 June 2026 

We expect interviews to be conducted: TBD as is depends on availability of the hiring team, but expected sometime end of June or early July.  

This will be a full time role, and we expect to start onboarding the successful candidate into the enablement team as soon as is possible after interviews, but can be flexible. 

If you have any questions, please reach out to Hannah Salt (Head of Customer Enablement) or to Karina Byberg Wong (Director of Support)