Customer Enablement Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of a customer communication strategy that enhances engagement and fosters brand loyalty.

• Utilize both quantitative and qualitative data to inform segmentation strategies and dynamic personalization for various communication initiatives.

• Develop and implement educational resources that facilitate customer onboarding, product usage, and awareness of Instrumentl’s value proposition.

• Design and deliver impactful training programs while identifying new avenues for customer education.

• Create, manage, and sustain data-driven messaging campaigns with high open rates and minimal opt-out rates to ensure a seamless customer journey and boost product adoption.

• Establish and oversee self-service resources for customers.

• Enhance customer retention and pinpoint upsell opportunities using a metrics-driven approach.

• Act as the voice of our customers, relay customer feedback, and advocate for their needs, particularly with revenue and product teams.

• Provide assistance with customer support inquiries and daily tasks that empower our team and customers.

⛳️ Requirements

• A minimum of 2 years of customer-facing experience, preferably in a Customer Success, Onboarding, or Training role within a SaaS setting. Experience in nonprofit development or fundraising is a bonus!

• Proficient in customer education and onboarding, capable of managing processes that blend human interaction with self-service tools.

• Skilled in community engagement and program design, able to conceptualize, create, and lead innovative customer engagement initiatives that transform users into passionate advocates.

• Excellent communication skills, with the ability to simplify complex topics effectively through video and writing.

• Empathetic and approachable in interactions, genuinely interested in building collaborative relationships with colleagues and customers.

• Adaptable and thrives in fast-paced environments, comfortable navigating ambiguity and change. Experience in an early-stage startup is advantageous!

• Demonstrates ownership with a proactive stance on process improvement and the confidence to implement new ideas.

• Tech-savvy, familiar with tools such as G Suite, Zoom, Slack, Intercom, and Canva. Enjoys using shortcuts and can easily recall favorites.

• Exhibits a growth mindset daily and is receptive to feedback.

• Passionate about Instrumentl's mission and eager to support the efforts of the nonprofit community!

🏝️ Benefits

• Comprehensive health, dental, and vision insurance fully covered for employees, with 50% coverage for dependents.

• Generous paid time off policy, including parental leave.

• 401(k) plan.

• Company-provided laptop and stipend for setting up your home workstation.

• Company retreats for in-person interactions with colleagues.

• Opportunity to work with outstanding nonprofits across the US, partnering with incredible organizations engaged in meaningful work, enabling you to contribute to their success.