Enable
Customer Success Manager - German Proficiency (Relocation)
Cambridge, MA | $84K - $202K
Qualifications
- Proven Customer Success management background with a minimum of 4 years experience in the SaaS industry working with customers of all sizes
- Track record of high achievement in your current Customer Success role, including positive expansion and retention metrics
- Experience managing a team of individual contributors
- Natural rapport builder and effective communicator with a passion for driving positive changes and providing first class service delivery to customers
- A leader who helps to build and foster a strong and supportive team culture
- Great prioritisation skills to work through internal projects and act as an escalation point for team and customer concerns
- You’re someone who works well with internal teams, balancing team and customer’s success with company needs and opportunities
- Desire to thrive in a fast-changing hyper-growth environment while leading and growing a high-calibre team
- Experience with expanding your team – screening, interviewing and onboarding new starters
Responsibilities
- As a Customer Success Manager, you will work closely with our customers to help them reach their goals and realise maximum value from Enable
- In this position, you will lead and manage a team of Implementation Analysts
- You will demonstrate dedication and proactivity to the development of your own Customer Success sub-team
- You will work with customers of all sizes from SMB and Mid-market segments of the Enable portfolio to large Enterprise and Strategic corporations, successfully onboarding them and completing feature implementation projects
- You will become the trusted advisor who will empower our customers to decommission their legacy processes and sign-up for additional Enable resources and solutions
- You will seek out opportunities to upgrade our existing customers and work closely with the Revenue team to convert them
- Build meaningful, long-lasting partnerships and be trusted as your customers’ strategic advisor to ensure retention and secure expansions
- Empower your customers to decommission their legacy processes and become fully confident using Enable as their Rebate source of truth
- Working closely with your sub-team, you will be driving your customers through the Enable Customer Journey, from the early Onboarding stages to being fully adopted
- Ensure they are proficiently using and getting the maximum value from Enable
- Continuously learn and upskill yourself to become a rebate industry expert your customers can rely upon for best practices
- Expertly present to customer stakeholders from end users to C-level executives
- Become the product consultant the customers need to maximise their ROI with Enable
- Motivate and lead by example, coaching your Implementation team towards delivering best-in-class service levels
- Provides clear guidance to direct reports on performance improvements and progress development
- Proactively contribute to the Customer Success department achieving their Quarterly Business Goals
- Actively engage with the wider Customer Success team so you can get to know your peers and learn from their experience
- Familiarise yourself with recruitment processes, contribute to first and second rounds of Implementation Analyst interviews
- Further your understanding of Enable’s customer base and start to learn about your own portfolio
- Shadow internal and customer calls to supplement the remote onboarding programme with actual, real-world conversations
- Continue to improve your knowledge of Enable’s offerings and the Rebate industry
- Start structuring your 1:1 and management routine with your own Customer Success sub-team
- Taking the lead in Implementation Analyst recruitment
- Get introduced to your portfolio of customers and start working with them with your sub-team
- Spearheading your team of product experts, who will deliver: helpdesk triage and support, customer training and onboarding and feedback to our product teams that drive product improvement
- Lead first and second stage interviews of Implementation Analysts
- Identify and own new projects and initiatives to best support our team and our customers
- Work closely with team members and other departments to continually improve our offering, can speak to data trends and improve customer offerings and/or processes accordingly
- 201-500 employees
- Software, Information Technology, Retail, Financial Services, Manufacturing, Consulting, Software Development, Cloud Computing, Education, Telecommunications
- Privately Held
- Founded: 2016
- Last round: Series C
- Last round: US$ 94.0M
- San Francisco, California
- Company Specialties:
Custom Application Development, Microsoft Technologies, Business Requirements Analysis, Microsoft Application Development Competency, Cloud-delivered Solutions, SaaS, .NET, HTML5, Responsive Design, UI / UX Design, Sharepoint Development, and System Prototyping
Company information
Enable helps manufacturers, distributors, and retailers take control of their rebate programs and turn them into an engine for growth. Starting in finance and commercial teams, Enable helps better manage rebate complexity with automated real-time data and insights, accurate forecasting, and stronger cross functional alignment. This lets you — and everyone else you authorize in your business — know exactly where you are with rebates. Then you can extend Enable externally to your suppliers and/or customers, setting you and your partners up to use rebates as a strategy with one collaborative place to author, agree, execute, and track the progress of your deals.
