Customer Operations, Enablement Manager

| Austin

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:

  • Be the central point of contact for the Customer team working cross-functionally with Marketing, Product Marketing, and Product Management

  • 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

  • Build consistent and effective training programs that are aligned to team processes, goals and strategic initiatives

  • Develop certification methods and programs to ensure consistency and team alignment to process

  • Map customer-facing team processes, measure performance, and make recommendations for improved efficiency and effectiveness

  • Manage the creation of written, video and audio content to educate and upskill the customer team

  • Own the organization and curation of customer team content

  • Mentor team members, facilitates best practice sharing and serves an overall leader for the team

  • Partner with the Customer Operations team on integration, adoption, and usage of sales tools

Qualifications:

  • 3-5+ years of training/enablement experience working cross-functionally with Sales, Support, Customer Success, Product, Marketing in a high-growth SaaS company

  • Bonus points, if you have previous sales, sales management, customer success, or support experience

  • 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

  • Experience in creating and managing training content, programs or eLearning tools

  • Must be a self starter, who can operate efficiently and independently to manage multiple tasks, priorities and projects simultaneously and successfully

  • Excellent written and verbal communication skills and the ability to communicate with all levels within the organization in a collaborative way

  • Exceptional leadership, time management, small group facilitation, and organizational skills in order to drive alignment and rapid change adoption

  • Working knowledge of change management principles and performance evaluation processes

Benefits:

  • Fully paid medical, vision, dental and life insurance for self (50% for families)

  • Stock options

  • Paid vacation

  • Unlimited sick leave

  • 401(k) plan

  • Paid parental leave

  • Uncapped growth potential

  • Fully stocked kitchens

  • Pup friendly office

  • And many more perks...

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • AngularJSFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • ZendFrameworks
    • CassandraDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • Google AnalyticsAnalytics
    • AxureDesign
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • DrupalCMS
    • WordpressCMS
    • HubSpotCRM

Location

EZ Texting, voted a Best Place to Work since 2014, is located in North Austin near great shopping and dining about a mile from The Domain.

An Insider's view of EZ Texting

What's something quirky about your company?

The people. Sometimes random dance parties happen out of nowhere and everyone really gets into it. It really helps us to relieve stress when you work with a bunch of quirky people who entertain you. We may look silly, but we have fun! It's truly enjoyable to work with people who make you laugh and smile all day.

Jennifer

Client Success Manager

What projects are you most excited about?

I'm most excited about our focus on customer retention. While we have tens of thousands of customers, we are holding ourselves to even higher standards of success in 2019. I’m thrilled to show more customers our best in class mobile marketing and communication platform so they can ultimately build a specialized texting solution.

Jacob

Customer Success Manager

How has your career grown since starting at the company?

Since I've joined the EZ Texting family a few years ago, I've grown as an individual and professionally in my career. EZ Texting allows me to contribute to our day-to-day processes and give feedback on how to improve as a team. I feel like I am an integral part of the team's growth and culture!

Kristina

Sr Account Executive

What is your vision for the company?

EZ Texting is in an organization focused on our customers, and the people who work to better our customer's lives. My vision is simply to help foster that culture of hustle and respect, while always looking for ways to challenge ourselves to be better today than we were yesterday.

Navin

Sr Director, Customer Operations

What’s the vibe like in the office?

Many people discuss the culture of a company, but rarely recognize that the culture of a company is based upon the character of a company. Our office runs on a consistent list of values such as achievement, determination, fairness, growth, recognition, and trustworthiness. These values create a culture of transparency, openness and chill vibes.

Anthony

Inside Sales Specialist

What are EZ Texting Perks + Benefits

EZ Texting Benefits Overview

We have amazing perks for each of our employees here at EZ Texting. From Stock Options to FULLY PAID Medical Benefits, the list goes on!

Culture
Friends Outside of Work
Eat Lunch Together
Intracompany Committees
Daily Stand Up
Open Door Policy
Team Owned Deliverables
Team Based Strategic Planning
Group Brainstorming Sessions
Open Office Floor Plan
Diversity
Documented Equal Pay Policy
Highly Diverse Management Team
Mean Gender pay Gap Below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
EZ Texting disability insurances covers you for both short-term and long-term disability.
Dental Benefits
Fully Paid
Vision Benefits
Fully Paid
Health Insurance Benefits
Fully Paid
Life Insurance
EZ Texting covers you for life insurance with a payout of 2X an employee's annual salary. Employees also have an option to purchase additional coverage.
Wellness Programs
EZ Texting hosts a wellness activity once a month which includes things like yoga, meditation, nutritionist guest speaker, massages, etc.
Retirement & Stock Options Benefits
401(K)
Company Equity
EZ Texting offers stock options through its employee profit sharing program, including vesting over a four-year period.
Performance Bonus
EZ Texting compensation plans include an annual bonus for all regular full-time employees.
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 8 weeks of parental leave for the primary caretaker. Acme Co. also provides 4 weeks of leave for the secondary caretaker.
Flexible Work Schedule
EZ Texting offers a flexible work schedule outside of core hours (10AM-4PM)
Remote Work Program
Our remote work program includes work from home Work remotely $2 days per week.
Family Medical Leave
Adoption Assistance
Return-to-Work Program Post Parental Leave
Company Sponsored Family Events
EZ Texting sponsors a family oriented picnic Annually.
Vacation & Time Off Benefits
Generous PTO
EZ Texting offers 2 weeks of paid time off for all employees and up to 4 weeks off for tenured employees of five years or longer.
Paid Volunteer Time
Our employees receive 32 hours per year of paid volunteer time.
Paid Holidays
EZ Texting offers all employees paid time off to observe all major holidays. Each employee also receives an additional 5 floating holidays per calendar year.
Paid Sick Days
EZ Texting offers UNLIMITED sick leave for all employees.
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
EZ Texting has fully stocked kitchens including unlimited snacks, coffee, tea, etc.
Some Meals Provided
EZ Texting provides a weekly catered lunch on Tuesdays.
Happy Hours
EZ Texting provides an in-house Happy Hour on Fridays.
Parking
EZ Texting provides a parking pass at one of the local lots or we will reimburse your monthly parking expenses. We also will compensate you for opting out of a parking pass.
Pet Friendly
EZ Texting has a dog friendly environment.
Fitness Subsidies
EZ Texting reimburses it's employees up to $70 per month for a gym membership.
Professional Development Benefits
Job Training & Conferences
EZ Texting offers employees professional development opportunities like Annual individual budget for training.
Tuition Reimbursement
Lunch and Learns
EZ Texting host EZ Talks once a week where we learn more about the ins and outs of the company.
Cross Functional Training Encouraged
Promote from Within
Continuing Education Stipend
We offer $2000 annualy for continuing education.
Time Allotted for Learning
EZ Texting allows employees to set aside 10% of working hours for learning.
Online Course Subscriptions Available

Additional Perks + Benefits

Here at EZ Texting we focus on our employees' happiness. We encourage professional development and also want employees to maintain a healthy work-life balance.

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