Description:
The Associate Customer Success Enablement Manager is responsible for developing and implementing programs and resources to improve customer onboarding, success, and self-service support. This role will work closely with the Customer facing team to ensure a high-quality customer experience while scaling the company's support capabilities.
Responsibilities:
- Apply your creativity to develop and enhance the new hire onboarding program strategy, incorporating enablement best practices, learning methodologies, and innovative approaches to create a comprehensive onboarding experience
- Design, curate, and manage onboarding materials, resources, and content, including but not limited to pre-work assignments, training modules, and supplementary resources, ensuring relevance and alignment with organizational goals
- Develop and implement learning paths aligned with core competencies to foster a culture of continuous learning and growth, ensuring access to ongoing development opportunities
- Assist in the planning, organization, and execution of the in-person onboarding sessions and CS days, fostering engagement, collaboration, and knowledge transfer among new hires and various stakeholders
- Explore new learning strategies to ensure enablement is seamless, integrated into the flow of work, and becomes a differentiator for RepairDesk.
- Implement systems to measure and optimize the effectiveness and efficiency of the onboarding program
- Develop, implement, and maintain content delivery systems that are organized, searchable, and easily accessible by the Customer facing teams, and align with business standards.
- Develop and implement product assessment programs for customer facing team members.
- Own all Customer Success, expansion & support Hub content & updates
- Maintain and add battle cards for products, features and services.
- Deliver training and process documentation around the new Customer Success Platform
- Manage completion rates and content effectiveness for all required content.
- Scale the company's support capabilities to meet the needs of a growing customer base
- Use product, process, client and historical knowledge to provide ongoing solution-oriented recommendations to accelerate bug triage mitigation, minimizing negative customer and internal impact.
- Implement negotiation and retention playbook within CS
- Collaborate with other teams to ensure a seamless customer experience