Remote Sr. Manager Enablement

Summary

Join Ontic as a Sr. Manager of Enablement, Client Experience to develop and execute strategies that empower our enterprise Client Success and Services teams. This role involves implementing strategies and programs that enhance the effectiveness of our client-facing teams, focusing on enabling them to deliver superior client experiences through the adoption of proven client success frameworks.

Requirements

• Bachelor’s degree in Business, Marketing, Customer Experience, or a related field. Master’s degree or relevant certifications (e.g., Certified Customer Experience Professional (CCXP)) preferred
• 7 plus years of experience in client experience management, customer success, or a related field, with a proven track record of enhancing client satisfaction and driving service excellence. Experience leading teams is required

Responsibilities

• Develop and execute a comprehensive client experience enablement strategy that aligns with the company’s business objectives and enhances overall client satisfaction
• Design, facilitate and implement training programs for client-facing teams, including onboarding, ongoing training, and professional development
• Identify and implement best practices and processes that enhance client interactions and streamline client service delivery
• Oversee the strategic ideation and distribution of client experience programs and related materials, ensuring they are relevant, current, effective and strategically shared throughout the client lifecycle
• Identify, implement, and manage client success enablement tools and technologies that enhance productivity and effectiveness
• Develop and track key performance indicators (KPIs) related to client experience and enablement. Use data and feedback to make informed improvements, report on progress to senior leadership and provide opportunities for coaching enterprise level Success and Services professionals
• Work closely with cross-functional teams, including operations, sales, product, and customer support, to ensure alignment and integration of client experience strategies across the organization
• Stay current with industry trends and best practices in client experience and enablement. Introduce innovative approaches and technologies to enhance client interactions and drive continuous improvement

Benefits

• Competitive Salary
• Medical, Vision & Dental Benefits
• 401k
• Stock Options
• HSA Contribution
• Learning Stipend
• Flexible PTO Policy
• Quarterly company ME (mental escape) days
• Generous Parental Leave policy
• Home Office Stipend
• Mobile Phone Reimbursement
• Home Internet Reimbursement for Remote Employees
• Anniversary & Milestone Celebrations