Customer Success Enablement Specialist
2 weeks ago
At Clio, we're seeking a highly skilled Customer Success Enablement Specialist to join our team. As a key member of our Customer Success Enablement team, you will be responsible for developing and implementing enablement programs that support our Customer Success team in achieving their goals.
Key Responsibilities:- Develop world-class enablement content that supports Customer Success roles
- Create and maintain documentation on CS processes, best practices, policies, playbooks, etc.
- Improve, refine, and maintain existing content
- Develop and manage the CS content library
- Collaborate with Enablement, Customer Success, and Operations to identify highest-impact content priorities
- Orchestrate roll-out and adoption of enablement content
- Implement and track metrics to understand engagement with enablement content
- Assist with integration and utilization of tools within the CS technology stack
- Partner with Revenue leadership to create continuous learning content needed to support the Customer CS teams
- Deliver virtual and live onboarding and continuous education sessions across CS roles
- Serve as subject matter expert for Service Cloud, Zendesk, ChurnZero, and other CS tech stack tools
- Stay up to date on enablement and CS best practices
- Recommend and implement solutions to address knowledge gaps
- Assist and support Revenue Enablement initiatives as needed
- 2+ years of experience in customer success enablement
- Customer Success experience is a plus
- Experience with facilitation, content creation, and building engaging learning required
- A self-starter
- Commitment to learning and staying up to date on industry best practices
- Ability to manage projects from conception to completion
- Strong presentation and written communication skills
- Collaborative, creative, and accountable business partner
- Ability to effectively manage deadlines, ambiguity and change
- Strong strategic, conceptual, and decision-making skills
- Innovative
- Competitive, equitable salary with top-tier health benefits, dental, and vision insurance
- Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, and Dublin) to be in office min. once per week on our Anchor Day
- Flexible time off policy, with an encouraged 20 days off per year
- $2000 annual counseling benefit
- RRSP matching and RESP contribution
- Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years
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