Customer Enablement Manager
About The Position
Ontra is seeking a Customer Enablement Manager reporting to our Senior Managing Director, who leads our Customer Success Operations and Strategy team. We’re looking for a proven customer enablement or education leader who’s excited to empower our customers by owning our customer-facing help center, creating and managing dynamic enablement programs in partnership with Customer Success Managers, and building a comprehensive library of content aligned with product roadmaps and marketing messaging. If you are a proactive and resourceful professional with a knack for creating clear and engaging content, adept in project management from inception to completion, and possess exceptional communication and collaboration skills, we’d love to get to know you! This is a great opportunity to build a function from the ground up.
Requirements
- Experience: 3+ years of experience in customer enablement, customer success, education, or related fields, particularly in a mid-to-large B2B SaaS environment.
- Help Center Management: Proven experience in creating and managing a help center, knowledge base, or Learning Management System (LMS) such as Docebo.
- Data-Driven Approach: Demonstrable experience in using data and analytics to measure the impact of customer enablement programs.
- Cross-Functional Collaboration: Experience working effectively with product management and product marketing teams.
- Communication Skills: Excellent communication abilities, with a focus on technical writing.
Responsibilities
- Help Center Management: Oversee the development and continuous improvement of a customer-facing help center, ensuring it meets the evolving needs of users.
- Content Creation and Coordination: Write and manage the creation of help center articles, video tutorials, and training materials that align with product roadmaps and marketing strategies.
- Program Development: Design and implement customer enablement programs in collaboration with Customer Success Managers and implementation teams to enhance user proficiency and satisfaction.
- Cross-Department Collaboration: Work closely with Product and Product Marketing teams to ensure all enablement content is accurate and integrates seamlessly with new feature releases.
- Data-Driven Insights: Analyze customer engagement data to evaluate the effectiveness of enablement initiatives and guide future content development.
- Customer Experience Enhancement: Proactively improve product adoption and overall customer experience by leveraging feedback and usage patterns.
Benefits
- Remote-first by design, with regular in-person gatherings and hub spaces in NYC, Santa Barbara, and London
- Twice yearly team offsites for in-person collaboration
- Paid flexible time off policy
- Paid parental leave and benefits
- Employer-supported retirement contributions, varying by country
- Monthly phone and internet reimbursement
- Pick Your Perk stipend to spend on what matters most to you, from well-being and gym memberships, to home office setup, student loans, pet care, and more
- Company-sponsored LinkedIn Learning accounts, department budgets for professional development, and robust onboarding program
- Various options for medical, dental, and vision insurance
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
