Customer Success Enablement Program Manager
Altrata is at a pivotal point of growth and transformation. The Revenue Enablement Team is seeking a Customer Success (CS) Enablement Program Manager to play a key role in equipping our Customer Success & Post Sales Teams with the knowledge and skills they need to drive time to value and overall client success and retention.
You will be responsible for partnering with CS Leadership, Operations, Product, Marketing and Tech Support to design and deliver enablement programs that help Altrata achieve key client strategic goals.
You will own initiatives from inception to completion such as defining the Customer Journey, CS Plays designed to improve retention and product adoption and the onboarding enablement strategy.
You find energy in designing and leading programs that accelerate time to value and ensure customer retention. These outcomes are achieved through operational efficiency, dynamic and innovative training, skills development, and effective self-paced resources.
You are looking for a role that will harness your tested enablement best practices, learning methodologies, and innovative approaches to drive meaningful organizational outcomes.
You’ll love this role if you want to be involved in the highest visibility and thorniest problems while making a significant impact on customer retention and improving lifetime value.
Responsibilities
- You will work together with CSM Leadership to drive the enablement strategy for our Customer Success Managers
- Partner with Sales, Operations and Customer Success leadership team to enhance the Altrata Customer Journey
- Develop processes and plays supporting product engagement, risk and renewal strategies.
- Identify opportunities & proactively pursue initiatives for how we can drive stronger collaboration across Sales and Customer Success to ensure a seamless customer experience.
- Design, implement, and refine our onboarding strategy to ensure a seamless and impactful experience for Customer Success new hires.
- Ensure alignment to the Selling Methodology for post-sales engagements, ensuring a seamless customer experience.
- Develop Requirements for system enhancements or 3rd party tool supporting CS workflows and outcomes.
- Analyze performance trends to identify opportunities for improvement in customer outcomes.
- Support theCustomer Success business planning with the Operations team through resource allocation and capacity planning.
Qualifications
- 3-5+ years of B2B SaaS industry experience creating high-quality training, activities, and instructional content; previous experience in Customer Success a plus.
- Experience with CS Customer Lifecycle processes with expertise in rolling out updated and enhanced processes.
- Outstanding creative skills for crafting engaging and compelling learning content.
- Strong verbal and written skills with a strong ability to articulate and communicate strategies and plans.
- Self-starter who takes initiative for proactively supporting both strategy and tactical execution plans with high attention to detail and delivery excellence.
- Highly proficient at building trust with senior level Sales or Customer Success Managers & leadership.
- You embrace ambiguity and enjoy finding order and simplifying process.
- Highly organized with excellent project management skills.
- Experience with Freshdesk and a plus.
- Some travel required based on onboarding and quarterly enablement goals.
- Ideally, you live in either the New York, NY or Metro Boston, MA regions, East Coast time zone preferred.
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