Customer Enablement Manager

Summary

Join AnyRoad's Customer Enablement team and leverage your technical support expertise to build strong customer relationships, proactively guide users, and ensure they maximize our platform's value. You will collaborate with various teams to drive adoption, retention, and expansion. This strategic role involves proactive customer engagement, developing training materials, providing technical support, and gathering customer feedback to inform product development. You will be responsible for onboarding new customers, leading training sessions, and troubleshooting complex issues. The ideal candidate possesses a customer-first mindset, strong technical aptitude, and excellent communication skills. AnyRoad offers a hybrid/remote work environment and a competitive salary.

Requirements

• 2+ years of experience in a technical customer-facing role, preferably in software implementation or support
• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience
• A proactive, customer-first mindset and problem-solving skills – You love reaching out to customers, anticipating their needs, and helping them succeed before issues arise
• Strong ability to explain complex concepts in an easy-to-understand way
• Experience with customer support platforms (e.g., Salesforce, Zendesk, Intercom, Gainsight)
• Strong technical aptitude – ability to guide customers through the set-up of APIs, webhooks, and native integrations
• Proficiency with tools like Postman or Bruno for API testing and solid understanding of REST APIs and webhooks
• Ability to work independently and manage multiple customer engagements simultaneously
• Excellent communication and presentation skills, with a passion for educating and empowering customers
• Familiarity with SaaS business models and customer lifecycle management

Responsibilities

• Guide customers expanding into new instances and take new users through the onboarding process, ensuring they have a clear understanding of our platform’s features and best practices
• Develop training materials, how-to guides, and other help documentation tailored to customer needs
• Lead training sessions to ensure customers understand best practices, product features, and integrations tailored to their needs
• Lead the roll-out and adoption of new product features to increase customer satisfaction and value derived from the platform
• Assist customers with technical setups, diagnose larger-scale issues, and resolve complex challenges related to integrations, workflows, and configurations
• Implement APIs, configure webhooks, and set up native integrations to streamline their workflows
• Act as the primary point of contact for customer support in this area
• Identify trends in customer challenges and act as the voice of the customer by gathering feedback and collaborating with CX, Product, and Engineering teams to inform the product development roadmap
• Identify and reach out to customers who may need additional support, helping them overcome adoption barriers
• Keep a close eye on account usage and engagement metrics and proactively intervene if engagement is low and anticipate issues before they arise
• Help maintain strong customer relationships that lead to long-term partnerships and customer expansions

Benefits

• Hybrid & remote work environments. We have offices in the US and a presence across EMEA, including an office in Greece
• Equity in the company
• Generous benefits