Customer Experience Enablement Manager

🕒 il y a 24 jours

🇺🇸 États-Unis – Télétravail

💵 $110 000 - $120 000 / an

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

💝 Support Client

🦅 Parrain de Visa H1B

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EverCommerce

Site WebLinkedInTous les Emplois

1001 - 5000 employés

Fondée en 2016

☁️ SaaS

🤝 B2B

🛍️ eCommerce

💰 Private Equity Round en 2019-07

SaaS • B2B • eCommerce

EverCommerce est la plateforme de commerce de services de premier plan, offrant des solutions SaaS intégrées, adaptées verticalement, à plus de 500 000 entreprises de services à l'échelle mondiale. Fondée en 2016, EverCommerce propose des solutions logicielles qui aident les entreprises à promouvoir leurs services, à rationaliser leurs opérations quotidiennes et à améliorer l'engagement client. La société se spécialise dans l'accélération de l'économie des services grâce à la transformation numérique dans plusieurs secteurs, notamment les services à domicile et sur le terrain, les services de santé, ainsi que le fitness et le bien-être. La technologie d'EverCommerce vise à accélérer la croissance, améliorer les opérations et augmenter la fidélisation pour les petites et moyennes entreprises, transformant la manière dont elles interagissent avec leurs clients grâce à des applications modernes numériques et mobiles.

Description

• 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

🎯 Exigences

• 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.)

🏖️ Avantages

• 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