Customer Enablement Manager

4 weeks ago

Toronto, Canada Loopio Full time

Loopio is a workplace that unleashes learning & growth opportunities for our Loopers. We provide autonomous, challenging work that allows each employee to master their craft. We attract and retain people who are naturally curious, have grit and are eager to grow and build their careers. At Loopio, we genuinely support each other, because true success comes from working as #oneteam.

This role will require the individual to be based in Ontario, and working EST hours.

**What You'll Be Doing**:

- Onboard new Loopio customers by coaching them through our onboarding framework and ensuring adoption of our platform across their organization. This includes training relevant team members, setting up various areas of the implementation, and sharing best practices.
- Assists in the management of client expectations within the parameters of the agreement.
- Liaise with other Loopio teams, ranging from the Sales team, technical support team to Customer Success, and Professional Services. Communication is your strong suit, and you keep everyone on track and in the loop.
- Staying curious and agile, developing curated onboarding plans unique to each customer organization and ensuring customers feel supported in training their extended teams.
- Work closely with members of the Services team, to ensure that any content migration and integrations are set up in a timely and efficient manner according to the customer’s onboarding plan.
- Partner with Loopio’s Education team to ensure that important onboarding information is reflected and available to customers on our Education platform.
- By putting yourself in the customer’s shoes, questioning and finding ways that we can further improve our onboarding experience.
- Grow and develop best practices and processes as the Loopio platform and our customers evolve.
- Continuously share feedback regarding what should be productized, advocating for customers.

**What You'll Bring to the Team**:

- 3+ years of customer-facing experience; preferably in a B2B SaaS environment
- Customer Onboarding, Customer Success or Customer Support experience; preferably in a B2B and/or B2C SaaS environment.
- You’re a maestro when it comes to client and project management. Super-organized, time-management is second nature to you and you’re able to context-shift and pivot especially when working on several projects (often at the same time), with a proven positive track record of managing projects from start to finish.
- You don’t shy away from detective work and problem solving (even when the answer isn’t obvious); finding solutions to problems excites you.
- Comfortable delivering training to a large audience in a largely virtual setting and have an innate ability to convey information in a simple and understandable way.
- Keen interest in developing processes.
- You’re resourceful, resilient and proactive in your approach to managing internal and external stakeholders - you’re a team player and want to help those around you succeed.
- Impeccable written and oral communication skills, focused on driving results and building relationships.
- Curious, thoughtful and, solution oriented; you are driven to understand what is important to the customer.
- Experience helping organizations with Change Management is a plus.
- Experience writing sales proposals or responding to RFPs is a plus.

**Where You'll Work**:

- Loopio is a remote-first workplace because we recognize the advantages of working flexibly. We have two Hub Regions, which means that employees live and work within a 300 KM radius of Toronto (within Ontario) or Vancouver (within British Columbia) and work within regular business hours in their timezone.
- Loopio’s office headquarters are located in Toronto’s vibrant Kensington Market. All Loopers have the option to work from home. Ontario Loopers have the option to work in the Toronto HQ and BC Loopers may work from our co-working office in Gastown Vancouver. It is whatever works best for you
- You’ll collaborate with your teams virtually (we’re just a Zoom call away) and have established core sync hours and focus time during the workday to enable us to work smarter together

**Why You'll Love Working at Loopio**:

- Your manager supports your development by providing ongoing feedback and regular 1-on-1s
- You have tons of autonomy and responsibility: this role provides an opportunity to try new things and push creative boundaries
- You’ll learn more than you thought was possible; our team is obsessed with personal and professional growth (every Looper receives a professional mastery allowance each year)
- You’ll be set up to work remotely with a MacBook laptop, a monthly phone and internet allowance, and a work-from-home budget to help get your home office all set up
- Join us in quarterly company celebrations and a company-wide annual retreat to celebrate the big wins and milestones as #oneteam
- You’ll be joining a culture that has thoughtfully built ou

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