Customer Experience Enablement Manager

🕒 vor 22 Tagen

🇺🇸 Vereinigte Staaten – Remote

💵 $110.000 - $120.000 / Jahr

⏰ Vollzeit

🟡 Mittelstufe

🟠 Senior

💝 Kundenservice

🦅 H1B-Visum-Sponsor

Dieses Unternehmen hat in der Vergangenheit H1B-Visa gesponsert.

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EverCommerce

WebsiteLinkedInAlle Stellen

1001 - 5000 Mitarbeiter

Gegründet 2016

☁️ SaaS

🤝 B2B

🛍️ eCommerce

💰 Private Equity Round im 2019-07

SaaS • B2B • eCommerce

EverCommerce ist die führende Plattform für Service Commerce und bietet vertikal angepasste, integrierte SaaS-Lösungen für über 500. 000 servicebasierte Unternehmen weltweit. Gegründet im Jahr 2016, bietet EverCommerce Softwarelösungen an, die Unternehmen dabei helfen, ihre Dienstleistungen zu vermarkten, den täglichen Betrieb zu optimieren und die Kundenbindung zu stärken. Das Unternehmen ist darauf spezialisiert, die Servicewirtschaft mit digitaler Transformation in verschiedenen Branchen, einschließlich Haus- & Außendienstleistungen, Gesundheitsdiensten sowie Fitness & Wellness, voranzutreiben. Die Technologie von EverCommerce zielt darauf ab, das Wachstum von kleinen und mittleren Unternehmen zu beschleunigen, die Betriebsabläufe zu verbessern und die Kundenbindung zu erhöhen, indem sie die Interaktion mit Kunden durch moderne digitale und mobile Anwendungen transformiert.

Beschreibung

• Partner with CX leadership (Customer Success, Support, and Implementation/Services) to set enablement priorities based on customer outcomes, performance data, and operating model needs • Translate CX strategy into clear, actionable enablement programs that improve consistency, efficiency, and customer experience across all CX functions • Champion the adoption of AI-enabled tools (e.g., agents, custom GPTs) to scale enablement development, improve knowledge accessibility, and increase frontline productivity • Develop onboarding and role-based development that strengthens health score literacy, standardizes churn-risk identification and churn-save playbooks, and equips CSMs to plan and facilitate effective QBRs—driving adoption, renewal execution, and expansion readiness • Build brand-specific implementation playbooks, time-to-value frameworks, delivery standards, and handoff processes into CS • Strengthen knowledge management, QA calibration, ticket deflection strategies, and support workflows that improve efficiency and customer satisfaction • Identify and document core competencies and skills for each CX motion to craft targeted and tailored learning journeys • Own new-hire onboarding and up-skilling for all CX roles, ensuring consistent ramp, role clarity, and readiness across Customer Success, Support, and Implementation/Services • Work with Product, Revenue Operations (RevOps), Sales Enablement, and Operations to develop playbooks, tools, workflows, and content that support CX programs and key customer lifecycle moments • Partner with Training/L&D teams to ensure programs are delivered through the right formats (live, virtual, on-demand, certifications) • Assess frontline leader and manager capability needs, and design leadership development programs (coaching frameworks, training, and enablement resources) that strengthen team performance and execution consistency across CX • Define success metrics and track program impact (e.g., onboarding effectiveness, adoption, retention, expansion readiness, support efficiency, data hygiene, and customer satisfaction), leveraging AI-enabled tools where appropriate to scale insights and execution • Maintain enablement roadmaps, timelines, and dependencies in the system of record to ensure initiatives are aligned to CX priorities and delivered on time • Continuously iterate enablement programs based on feedback, performance insights, and evolving customer and product needs • Facilitate or host live training and working sessions with core stakeholders and frontline teams

🎯 Anforderungen

• Bachelor’s degree or equivalent experience • 5–8+ years of experience in Customer Success Enablement, Sales Enablement, Customer Success, Services/Implementation, Operations, Revenue Operations (RevOps), or related GTM/CX roles • Proven experience designing and delivering enablement programs that support customer adoption, retention, and scalable service delivery • Strong understanding of the customer lifecycle, including onboarding, adoption, renewals, expansion, support, and services • Experience partnering with CX leadership and influencing without direct authority • Ability to translate strategy into practical, scalable enablement programs for frontline CX teams • Strong program and project management, communication, and stakeholder management skills • Experience working with CX and GTM systems and tools, such as CRM platforms, enablement tools, knowledge bases, and performance reporting (e.g., Salesforce, Salesloft, Gainsight, Zendesk, Seismic, Gong, etc.)

🏖️ Vorteile

• Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid • Continued investment in your professional development • Day 1 access to a robust health and wellness benefits package, including an annual wellness stipend. • 401k with up to a 4% match and immediate vesting • Flexible and generous (FTO) time-off • Employee Stock Purchase Program