Customer Success Enablement Manager at HopSkipDrive Full Time

Job Responsibilities

• Collaborate with Revenue and Customer Success leadership to assess and identify team efficiency gaps and opportunities for improvement.
• Partner with the Director of Marketing, the Sales Enablement Manager, Product Marketing, Lifecycle Marketing, Revenue leadership, and more to implement, and maintain an effective enablement strategy aligned with organizational goals.
• Develop and execute impactful, data-driven solutions for elevating the customer success process and maximizing team productivity.
• Create training programs and deliver coaching sessions to the customer success team, focusing on customer success methodologies, product knowledge, objection handling, and overall customer success management and skills enhancement.
• Design and deliver training content incorporating various formats, such as presentations, e-learning modules, videos, playbooks, and scripts.
• Develop and maintain a comprehensive customer success knowledge base, including competitor analysis, industry trends, and customer success collateral.
• Assist in the onboarding process by conducting new hire training and providing ongoing support to ensure continuous development and success.
• Collaborate with the marketing and communications team to generate compelling customer success enablement collateral, including case studies, customer success decks, and product presentations.
• Continuously assess and enhance customer success training programs based on feedback, performance metrics, and evolving market dynamics.
• Regularly evaluate customer success team performance, identifying areas where additional support or skill improvement may be required.
• Monitor and promote adoption and utilization of customer success enablement tools, such as CRM systems and content management tools.
• Stay informed about emerging trends, technologies, and best practices in enablement to drive innovation and bring new ideas to the team.
• Report directly to the Director of Marketing, while working very closely with Revenue and Customer Success leadership.

Requirements

• Bachelor’s degree in Business Administration, Marketing, Communications, or a related field (or equivalent experience).
• Proven experience in customer success and/or sales enablement, training, or a similar role within a B2B environment.
• Strong understanding of customer success processes, methodologies, and best practices.
• Excellent communication and presentation skills, with the ability to convey complex ideas in a clear and concise manner.
• Exceptional analytical and problem-solving abilities to identify gaps and design effective training interventions.
• Proficiency in using enablement tools, such as CRM systems, content management systems, and automation platforms.
• Ability to build strong relationships and collaborate with cross-functional teams, including revenue, marketing, and operations.
• Self-motivated and proactive mindset with the ability to work both independently and within a team, and a passion for our mission to create opportunity for all through mobility.
• High attention to detail and organizational skills to manage multiple projects simultaneously.
• Strong business acumen and a passion for staying abreast of market trends and competitive landscape.
• You lead with empathy. You understand the challenges of the Customer Success role because you have done it in the past or have worked closely with individuals who have.
• Experience digesting and leveraging data in order to draft a compelling story on how to improve product, process, or people.
• Familiarity with prioritization and time management best practices especially at a company experiencing high growth.

Nice to have

• Experience working for a large tech organization, ideally in the EdTech space.
• Experience using Hubspot, Salesforce, WorkRamp, Seismic, and Google Suite
• Experience working with a smaller enablement function where responsibility is broad
• A growth mindset that enables you to receive and offer constructive feedback for the continuous development of the team.

Benefits

• Equity in the company for all full-time employees.
• Competitive market compensation.
• Flexible vacation policy.
• FSA (Flexible Spending Account).
• Medical, dental, and vision insurance.
• 401(k) retirement plan.
• Opportunity to work for a uniquely positioned, VC-backed company in a hugely attractive space with significant upside potential.
• Salary range for this role is $75,000 to $90,000. Final compensation will be determined by factors such as relevant work experience, skill set, and work location.
• Total compensation package includes equity stock options.
• Equal Opportunity Employer.
• Drug-free workplace.