Remote Customer Success Enablement Specialist

Summary

Join Carrot Fertility as a Customer Success Enablement Specialist and provide critical support across various CS Enablement team functions, creating tools, templates, and resources for the Customer Success team to drive consistency and make it easier for CSMs to do their jobs well.

Requirements

• 2+ years of experience in a Customer Success or Account Management role
• High level of proficiency in developing customer facing presentations and materials
• Highly organized planner with strong project and time management skills
• Ability to work collaboratively with cross-functional teams
• Detail-oriented with strong organizational skills
• Knowledge of sales cycles
• Excellent communication and presentation skills
• Passion to help others succeed

Responsibilities

• Develop and maintain a library of resources such as playbooks, cheat sheets, and knowledge bases that customer success teams can use to find information quickly
• Create customer facing content and materials, including presentations and other collateral needed for client meetings
• Support tracking and reporting for leadership visibility into status of activity and compliance with defined procedures
• Create and manage an Enablement calendar
• Manage the internal enablement ticketing system, ensuring requests are routed to the appropriate resource and addressed timely
• Monitor content adoption and provide reporting and recommendations to increase utilization of key resources
• Act as a bridge between members of the Enablement Team, Customer Success, Customer Management and other departments to ensure alignment on goals, processes, and expectations
• Provide ongoing support, and regular availability, to support the needs of Customer Success & Customer Management teams
• Oversee internal communication cadence and content to ensure teams have the necessary information to support their customers
• Manage customer references, tracking and management of list of contacts that can be used for reference as needed
• Work closely with resources on the Operations team to review tools, data, and other needs
• Support efforts to ensure customer team resources can access necessary cross-functional support
• Analyze internal request data to identify trends and opportunities for content improvement or addition
• Stay up-to-date with industry trends and best practice

Preferred Qualifications

• Experience in a sales or customer success enablement function
• CRM experience, particularly Salesforce
• Creative and strategic problem-solving skills
• Experience in a B2B sales environment is a plus
• Management of tools, resources and information within a content and collaboration tool like Confluence
• Self-motivated, takes clear ownership and initiative and knows when to seek guidance
• Flexible and able to change priorities quickly, capacity to manage multiple priorities