Apply📍 US
💸 $140,000 - $160,000 per year
🔍 Upskilling and Learning Platforms
- Customer Centric Enablement Expertise: 5+ years of experience in customer success or enablement with a strong background in customer lifecycle management, renewal processes, and upsell/cross-sell strategies.
- Strategic and Analytical Thinking: Capable of developing long-term strategies while tracking key customer success metrics, using data to continually optimize enablement programs.
- Customer-Centric Communication: Excellent communication skills with the ability to simplify complex concepts and present customer-first strategies to diverse audiences.
- Cross-Functional Collaboration: Proven ability to work cross-departmentally with sales, marketing, product, and other stakeholders to ensure alignment of customer success initiatives with broader company goals.
- Innovation and Adaptability: Thrive in a fast-paced environment and have a passion for discovering new ways to enhance customer-centric enablement through technology, AI, and process improvement.
- Project Management Expertise: Strong organizational skills with the ability to juggle multiple initiatives simultaneously, while maintaining a sharp focus on deadlines and key deliverables.
- Learning Design and Facilitation: Knowledge of adult learning principles and a track record of creating engaging training programs.
- Self-Starter and Team Player: Independent, goal-oriented, and driven to collaborate effectively with others, constantly seeking ways to improve and enjoy solving challenges.
- Familiarity with Learning Tools: Experience with Learning Experience Platforms, Articulate, Gainsight, Gong, Synthesia, Retell.ai tools.
- Video editing skills to create dynamic and engaging training content are a plus.
- Support Customer Centric Teams: Align enablement efforts with both Customer Success and Key Account Directors who focus on renewal and upsell strategies. Partner with the leaders of these teams to ensure they have the resources, training, and support to drive client satisfaction, retention, and expansion.
- Design Learning Programs: Lead the creation and ongoing management of comprehensive learning pathways, and certification programs for Customer Success and Key Account teams, focusing on value-based outcomes, product knowledge, and customer engagement strategies.
- Create and Maintain Enablement Resources: Develop, organize, and regularly update a library of enablement resources, including playbooks, renewal guides, case studies, Gong call libraries, and business reviews, ensuring all materials are aligned with business goals and customer-focused strategies.
- Track and Measure Success: Establish key performance indicators (KPIs) that monitor the success of enablement initiatives such as completion rates, customer retention rates, upsell performance, and customer satisfaction, using these insights to refine and improve enablement programs.
- Innovate and Adapt Programs: Stay ahead of industry trends and best practices to continually innovate enablement programs, incorporating new tools, strategies, and AI-driven technologies where appropriate.
- Drive Adoption of Key Initiatives: Promote and ensure the adoption of key initiatives within the Customer Success and Key Account Director organizations, ensuring that programs align with business objectives and are fully embraced by the team.
- Customer Success Coaching: Review customer interactions, presentations, and renewal/upsell processes, providing constructive feedback to improve engagement strategies, and collaborating with Customer Success leadership to provide individualized and team-based feedback.
Project ManagementStrategyCommunication SkillsCollaboration
Posted 2024-10-17
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