Manager, Customer Enablement

Summary

Join Ncontracts as the Manager of Customer Enablement and lead the development and execution of advanced customer engagement and enablement strategies. You will build out the customer journey through innovative learning programs, enablement content, and product adoption frameworks. This role blends strategic vision and operational expertise to enhance customer experience and drive product adoption. You will collaborate with cross-functional teams, manage customer platforms, and serve as the primary translator of product release information to customers. You will also build a high-performing team, providing mentorship and professional development opportunities. This position offers a competitive salary and a comprehensive benefits package.

Requirements

• 7+ years of customer service experience
• 5+ years’ experience in managing projects, developing content, and customer training strategies
• Bachelor’s degree or equivalent experience required
• Strong understanding of customer enablement best practices, including onboarding, training, and systems
• Excellent communication and presentation skills, capable of conveying complex concepts clearly and concisely to customers and cross-functional stakeholders
• Proven track record of driving customer satisfaction, retention, and growth
• High EQ with ability to lead with positive influence
• Excels in navigating a highly collaborative and highly matrixed environment
• Adaptability: you thrive in fast-paced environments and feel comfortable handling ambiguity and change
• Ownership: you have a proactive approach to process improvement and the confidence to recommend & execute on new ideas, including owning high
• Proven history of building relationships and asserting indirect influence throughout an organization
• Strong analytical background

Responsibilities

• Develop and refine the customer enablement strategy to support all phases of the customer lifecycle, from onboarding through point of contact changes
• Collaborate with cross-functional teams including Product, Development, and Support to integrate customer enablement strategies with overall business objectives
• Partner with cross functional teams to implement new customer engagement technologies and methodologies, including knowledgebase & interactive training processes
• Oversee the creation and maintenance of a comprehensive suite of self-serve customer resources, including product updates, product documentation, on-demand instructional learning, and related advanced certification programs. This might include direct ownership of this content in certain product areas
• Manage customer platforms and implement tools that facilitate effective multi-channel communication and problem-solving capabilities (e.g. Pendo, Salesforce Service Cloud, LMS, etc.)
• Serve as primary translator of product release information to customers by owning product launch plans in partnership with Product, Client Services, and others throughout the organization
• Monitor, analyze, and optimize the effectiveness of customer enablement programs through metrics-driven outcomes and customer feedback
• Develop a deep knowledge of Ncontracts solutions to best support clients in maximizing their value
• Build a high-performing customer enablement team, fostering an environment of collaboration, innovation, and continuous improvement
• Provide mentorship and professional development opportunities to team members, ensuring alignment with industry best practices and personal career goals

Preferred Qualifications

• Deep experience with one or more project management solutions such as Monday.com, TargetProcess, Jira, Trello or MS Project
• Salesforce Experience; especially Service Cloud
• Strong Excel background
• Experience deploying LMS system and/or content creation tools

Benefits

• A fun, fast-paced work environment
• Responsible PTO Plan that meets or exceeds state and local medical and family leave laws
• 11 paid holidays
• Community and social events to keep you connected and engaged
• Mental Health Benefits
• Medical, Dental and Vision insurance
• Company-paid Group Life Insurance, Short- and Long-Term Disability
• Flexible Spending Account & Health Savings Account
• Aflac Benefits – Critical Illness, Cancer Protection, & Hospital Choice
• Pet Insurance
• 401 (k) with company match with eligibility on Day 1 of employment
• 2 Paid Volunteer Time Off Days