Senior Customer Enablement – Value Realization Manager

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

📋 Description

• Develop and sustain talk tracks and messaging guidelines that articulate Ncontracts’ results, products, AI solutions, and their utilization to enhance adoption and growth.

• Convey release and roadmap updates in a clear and consistent manner.

• Create and manage a talk track certification program within the current LMS, encompassing training content, practice sessions, and approval processes.

• Prepare CSMs and client-facing CS teams for meetings with clients.

• Collaborate with Product Marketing and other teams to ensure materials have a client-facing perspective.

• Design and implement onboarding programs for new CSMs and client-facing personnel.

• Evaluate Gong call recordings to analyze talk track execution, pinpoint coaching requirements, and enhance messaging.

• Provide structured coaching and feedback to CSMs and other client-facing CS teams.

• Identify objections, messaging voids, and ineffective language for Digital Enablement, CS leadership, Sales Enablement, and Product Marketing.

• Transform the pre-sale value narrative into post-sale value-realization discussions.

• Convert product releases, new features, roadmap updates, and digital campaign strategies into CSM-ready talk tracks.

• Collaborate with CS Ops to leverage ChurnZero data and logistics to identify which clients require specific talk tracks and the timing for delivery.

• Conduct value-narrative training and certification for Implementation, Support, and other client-facing teams.

• Define and monitor training effectiveness metrics, including certification completion rates, Gong-reviewed adoption, and messaging consistency.

• Operate independently without performance-management authority and without responsibility for digital campaign execution, ChurnZero workflows, or the pre-sale narrative.

⛳️ Requirements

• Over 5 years of experience in customer success enablement, sales enablement, or a combined coaching/training position in B2B SaaS.

• Hands-on experience with call intelligence tools (such as Gong) for coaching purposes, not merely for reporting.

• Exceptional written and verbal communication skills, with the ability to discern what will resonate with a client audience.

• Proven capability to apply a client-facing perspective to materials, ensuring they highlight client value.

• Experience in creating certification or training programs that include practice, rehearsal, and sign-off elements.

• Strong facilitation and coaching abilities, comfortable providing direct feedback to individual contributors.

• Proficient in translating product releases and roadmap details into straightforward, accessible talk tracks for non-technical clients in the financial sector.

• Experience in financial services or regulated industries is a plus, but not mandatory.

🏝️ Benefits

• Responsible PTO Plan that complies with or surpasses state and local medical and family leave regulations.

• 11 paid holidays.

• Opportunities for community and social events.

• Mental Health Benefits.

• Medical, Dental, and Vision insurance.

• Company-paid Group Life Insurance.

• Company-paid Short- and Long-Term Disability coverage.

• Flexible Spending Account & Health Savings Account.

• Aflac Benefits – Critical Illness, Cancer Protection, & Hospital Choice.

• Pet Insurance.

• 401(k) with company match, eligible from Day 1 of employment.

• 2 Paid Volunteer Time Off Days.

• A fun, fast-paced work environment.