THE JOB
The Manager of Client Enablement will lead a team dedicated to driving the success and satisfaction of clients by delivering impactful onboarding, training, and ongoing support for our ecommerce platform. The ideal candidate has experience working for a SaaS company in a client facing capacity, has a strong understanding of internet fundamentals, and proven leadership skills. This role involves overseeing the client enablement strategy, ensuring that customers fully adopt and maximize the platform’s features, and developing a scalable approach to training and support.
The Manager of Client Enablement works closely with sales, customer success, and product teams to deliver a seamless client experience and promote long-term customer retention. This is a fully remote position.
RESPONSIBILITIES
- Coach, provide feedback, and improve the skillsets of your team members through training, call reviews, one-one-ones, and team meetings
- Develop internal and external training on Kotis’ platform and regularly hold training sessions
- Develop a deep understanding of Kotis’ ecommerce platform
- Lead client calls with a more technical focus (for example - integration calls)
- Manage your own small book of enterprise accounts
- Work with the Sales team as the technical expert on our platform, helping them close deals
- Create and optimize client-facing processes, training and videos. Create and send monthly program newsletters to clients.
- Bridge the gap between our customers and Software Engineering team by uncovering scalable features for stronger adoption and retention
- Handle escalations related to our ecommerce platform
- Monitor customer feedback through surveys, QBRs and qualitative information gathering and implement improvements based on your findings
- Champion of Kotis’ culture. Improves team morale through coaching, team events and recognition.
REQUIREMENTS
- 3+ years of management experience with direct reports
- 2+ years’ experience working for a SaaS company in a client-facing role
- 5+ years’ experience in client-facing role (Customer Trainer, Onboarding Specialist, etc.)
- Strong understanding of internet fundamentals, i.e. an understanding of the core principles of how the internet operates
- High EQ – understands themselves as well as how to manage a range of personalities with direct reports, clients, and leaders across the organization
- Excellent in building cross-functional relationships and alignment
- Demonstrated ability to successfully resolve complex situations independently
- Strong business acumen, comfortable building relationships with executive level clients
COMPENSATION
$80K-$120K DOE
