Customer Operations, Enablement Manager at EZ Texting
A Santa Monica-based tech company, EZ Texting's voice and text marketing SaaS platform is revolutionizing how businesses communicate. We are passionate dreamers who believe that technology can make a meaningful difference to an organization's success. Located in the heart of Santa Monica, we've created a unique work-space that the Los Angeles Business Journal has named one of the Top 100 places to work in LA - for the last six years running. Come find out why!
The Customer Operations team is looking for a high velocity hands-on Enablement Manager to design, develop and deliver onboarding and continuous training programs that will enable and accelerate our teams ability to achieve their goals and deliver on our strategic growth initiatives.
In this role you will create training and development programs that enable Sales, Customer Success, Account Management, and Support to unlock revenue across the LAER model (Land, Adopt, Expand and Renew). This is done through the lenses of talent management, asset management and communication management with an emphasis on cross-functional collaboration. This is a new position that has the opportunity to define and elevate the role of enablement within the EZ Texting organization.
We are looking for someone who works well with strong peers, can complement our team, and reflects EZ Texting’s core values: Candor, Hustle, Integrity, Respect, and Passion. As a leader in our industry we strive for extraordinary results, expect strong accountability while building a highly collaborative and engaged workplace.
Responsibilities:
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Be the central point of contact for the Customer team working cross-functionally with Marketing, Product Marketing, and Product Management
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Collaborate on the creation of customer enablement and education programs (e.g., new hire training, product launches, continuous education) that lead to high transactional NPS - as well as, drive implementation, and assess program effectiveness
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Build consistent and effective training programs that are aligned to team processes, goals and strategic initiatives
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Develop certification methods and programs to ensure consistency and team alignment to process
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Map customer-facing team processes, measure performance, and make recommendations for improved efficiency and effectiveness
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Manage the creation of written, video and audio content to educate and upskill the customer team
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Own the organization and curation of customer team content
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Mentor team members, facilitates best practice sharing and serves an overall leader for the team
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Partner with the Customer Operations team on integration, adoption, and usage of sales tools
Qualifications:
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3-5+ years of training/enablement experience working cross-functionally with Sales, Support, Customer Success, Product, Marketing in a high-growth SaaS company
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Bonus points, if you have previous sales, sales management, customer success, or support experience
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Must have a passion for developing training programs that enable our teams to provide an excellent customer experience and are always seeking ways to improve
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Experience in creating and managing training content, programs or eLearning tools
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Must be a self starter, who can operate efficiently and independently to manage multiple tasks, priorities and projects simultaneously and successfully
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Excellent written and verbal communication skills and the ability to communicate with all levels within the organization in a collaborative way
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Exceptional leadership, time management, small group facilitation, and organizational skills in order to drive alignment and rapid change adoption
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Working knowledge of change management principles and performance evaluation processes
Benefits:
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Fully paid medical, vision, dental and life insurance for self (50% for families)
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Stock options
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Paid vacation
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Unlimited sick leave
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401(k) plan
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Paid parental leave
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Uncapped growth potential
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Fully stocked kitchens
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Pup friendly office
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And many more perks...
