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Client Experience and Enablement Manager
hace 2 meses
About the Role
The Client Experience and Enablement Manager will be responsible for creating and managing enablement content, strategy, and communication to create and facilitate the ideal client experience. We are open to candidates located in various regions.
Key Responsibilities
Internal Enablement- Collaborate with the Chief Customer Officer to maintain an educational curriculum for Customer Success and Professional Services.
- Maintain internal and external documentation and content, including articles, recorded webinars, and self-paced training videos hosted in our Learning Management System.
- Develop and deliver Customer Success enablement programs based on Launchmetrics' processes and playbooks.
- Design and facilitate product trainings and webinars to ensure teams are well-versed and up-to-date on Launchmetrics products and customer-facing soft skills.
- Consistently work with business teams to collect best practices, prospect and customer stories, and learnings to continuously curate the knowledge base.
- Create a certification system for onboarding milestones and ongoing enablement training.
- Understand and work with partners and integrators, running enablement programs to assist with their ramp-up.
- Build a strategy around enablement by analyzing the success or failure of content and iterating on program formats.
- Own new feature enablement roll-out, including developing content, enablement calendar, and all internal communication.
- Repurpose internal content to develop Help Center materials alongside the Support team and other client-friendly communication to improve customer experience from onboarding through to adoption.
- Create and maintain articles on the Help Center for all new features and products.
- Coordinate feature release dates alongside Product and Tech to ensure clients are minimally affected.
- Create user communication and enablement calendar and messaging in line with feature releases focused on delivering use case value.
- Assist with managing the User Advisory Board to conduct customer requirement discovery workshops with end-users.
- Create and maintain automated user communication to support the Customer Success team in pushing adoption through learning.
- Test and iterate on customer communication formats.
- Work closely with our Product teams to ensure seamless integration of new product information with existing learning content.
About You
We are looking for a highly skilled and experienced professional with a Bachelor's degree or equivalent experience in business, communications, or a related field. Native English Speaker or equivalent fluency is required. 1-3 years of experience in a similar role, ideally with training, webinars, and product documentation experience. Superior communication skills and demonstrated ability to communicate/present effectively. Strong empathy for customers. Excellent problem solver.
