Customer Enablement Manager: Support & Product Readiness

Topdesk-7; Delft; On-site; EUR 47,000 - 53,000; Full time

Job summary

TOPdesk is seeking a dedicated professional to join the Customer Enablement team in the Netherlands, focusing on Support services and product enablement. You will bridge strategy and execution, working with leadership to improve support processes, tooling, and communication around product changes and releases.

You will own data quality, dashboards, and key enablement resources, ensuring colleagues are informed and equipped.

Qualifications

• 3+ years in or around B2B SaaS customer support, with a track record of implementing solutions that scale.
• Proactive mindset with ownership, driving improvements to impact the customer journey.
• Customer-centric by nature, with curiosity about user needs.
• Strong project management skills coordinating with multiple business functions.
• Excellent communication translating complex information for varied audiences.
• Natural collaborator across international, cross-functional teams.
• Structured, process-oriented approach to manage documentation in a changing organisation.
• Comfortable operating when not everything is defined, creating structure for progress.

Responsibilities

• Identify gaps in Support processes and embed improvements using data and feedback.
• Improve accuracy and quality of Support data, dashboards, and reporting.
• Own key Support systems and tooling; explore automation and AI to reduce manual work.
• Create and maintain enablement resources and service documentation (SLAs, descriptions).
• Serve as go-to person for product changes and releases, informing colleagues ahead of updates.
• Collaborate with Product & Technology to keep enablement resources accurate and accessible.
• Contribute to broader initiatives like customer journey improvement and process optimization.

Skills

B2B SaaS customer support

Project management

Cross-functional collaboration

Effective communication

Initiative and ownership

Data-driven improvements

Customer journey focus

Job description

TOPdesk is seeking a dedicated professional to join the Customer Enablement team in the Netherlands, focusing on Support services and product enablement. You will bridge strategy and execution, working with leadership to improve support processes, tooling, and communication around product changes and releases.

You will own data quality, dashboards, and key enablement resources, ensuring colleagues are informed and equipped.