Enablement Manager, Customer Success

As the Customer Success Enablement Manager at Algolia, you'll play a pivotal role in shaping the future of our CS, our relationship with our customers, and delivering on our customer retention & expansion goals. You'll be responsible for creating and implementing a training and development program aimed at empowering our CS, Support, and Solutions teams. 

Your goal will be to enhance their skills, knowledge, and productivity, ensuring they have the tools needed to delight our customers, build their consultative approach, and exceed their targets.

Responsibilities:

• CS Enablement Strategy: Develop, implement, and constantly refine an enablement program for CSMs, focusing on CS process, product knowledge, and customer understanding.
• CS “Friends” enablement: our Support, Solutions engineering, and field engineering teams often consume forms of our CS training to help their teams get up to speed on the latest with our product and GTM approach. We’ll be looking for your role to manage a collaborative process geared towards flavoring these assets for downstream audiences who will consume them. 
• Training and Coaching: Design and deliver engaging training sessions covering Algolia's products, CS techniques, industry trends, and customer engagement strategies. Provide ongoing coaching and mentorship to CSMs.
• Performance Analysis: Monitor and analyze CS performance data to identify areas for improvement and ensure the effectiveness of CS enablement initiatives. Implement strategies for performance enhancement.
• Collaboration: Foster strong collaboration between CS, Sales, marketing, and product teams to ensure alignment on goals, messaging, and strategies.
• Innovation: Stay ahead of industry trends and competitive landscapes. Encourage the adoption of new tools and technologies that can improve efficiency and outcomes.

Requirements:

• Bachelor’s Degree. Our preference is for bachelors or masters degrees in Business Administration. If you studied something else, that’s ok, but we’ll need to dig a bit further into your financial and business acumen… meaning your understanding of organizations and their reporting structures, results and financial metrics, and strategic operational insight. 
• 2+ years experience in CS. Your CS experience doesn’t have to come from tech, but you do need to have B2B customer management experience. You’ll be asked to do a mock customer intake as a part of the interview process, where we’ll be evaluating both the call and your response to feedback.
• 1+ year experience in CS Enablement, preferably for an organization selling to CTO’s  and Engineers in ecommerce functions who collaborate with business side teams
• Located in US Eastern time zone
• Presentation skills
• A reading habit - audio books, kindle, physical books… however you “read” is ok!
• Nice to haves: Industry Certifications, previous support or field engineering experience, public speaking experience, short form video skills, 

Algolia is a startup. A big one, but still a startup. That means sometimes we make exceptions in the name of the best possible experience for the customer. If you read through this entire JD and got to this point, it speaks to your detail orientation and thoroughness. If you're on the edge, feeling like maybe you don't qualify perfectly, but you think you're right for the job anyway, we want to leave the door open for you to tell us why. Just make sure you make it count.

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Last updated on Aug 9, 2024