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Enablement/Onboarding Manager

Posted 11 days agoViewed

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💎 Seniority level: Manager, 2+ years

📍 Location: Philippines, Mexico, United States

🔍 Industry: B2B SaaS

🏢 Company: Hireframe👥 101-250Management ConsultingConsultingSalesProfessional Services

🗣️ Languages: English

⏳ Experience: 2+ years

🪄 Skills: Project ManagementAdobe Creative SuiteSalesforceJiraContent creationCommunication SkillsCustomer serviceMicrosoft OfficeRESTful APIsCRMCustomer supportCustomer Success

Requirements:
  • 2+ years of experience in customer education, customer support, or a related role in B2B SaaS.
  • Excellent written and verbal communication skills
  • Strong project management and multitasking abilities
  • Tech-savvy – comfortable working with tools like iMovie, Adobe Suite, Vimeo, Jira, Salesforce/CRM, Zendesk, G-Suite and Microsoft Office.
  • A problem-solver who thrives on helping customers and proactively improving processes.
  • Highly organized and detail-oriented, with a methodical approach to accomplishing tasks.
  • Experience working in a startup environment and the ability to adapt to evolving priorities.
  • Ability to ramp up quickly and take ownership of tasks with minimal supervision.
  • A proactive, customer-first mindset with a passion for delivering value.
  • Flexible hours to accommodate customer coverage across time zones.
Responsibilities:
  • Provide ongoing tactical support to CS leads for high-touch customers.
  • Respond to customer inquiries and support tickets via email and Zendesk, ensuring timely and high-quality responses.
  • Track and document customer feedback, trends, and common pain points to inform internal teams.
  • Triage and escalate product issues and bugs to the Product team, ensuring clear documentation and follow-through.
  • Identify upsell opportunities for low-touch customers and proactively flag them.
  • Oversee low-touch customers to ensure retention and satisfaction.
  • Create, maintain, and enhance written and video-based help center content, FAQs, and self-service resources.
  • Support the development of curriculum and training materials for LMS (Learning Management System).
  • Build onboarding and training collateral tailored to different customer segments.
  • Develop enablement resources that align with the customer journey to drive adoption and retention.
  • Collaborate with CS, Product, and Marketing teams to ensure enablement content is up-to-date and aligned with customer needs.
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