Customer Enablement Manager

OnTrac

2d • $67,200 - $100,800 • Remote

About The Position

OnTrac is hiring a Customer Enablement Manager! Are you eager to join a dynamic and expanding company where you can both learn and make a meaningful impact? If you possess a strong sense of empathy, enjoy assisting others, thrive in a fast-paced environment, and excel at problem-solving, we encourage you to apply today to connect with a recruiter! Founded in 1986, OnTrac has evolved into the leading provider of same-day and next-day delivery services in the U.S. for premier e-commerce and product-supply businesses, including five of the largest retailers in the U.S. This position may be performed remotely in states where the company is authorized to employ individuals.

Requirements

• Bachelor’s degree or equivalent experience
• 3–7 years in customer success, account management, commercial operations, or a related field
• Strong relationship management and executive presence
• Ability to translate complex data into clear, actionable business insights
• Proficiency with dashboards/BI tools (e.g., Power BI, Tableau); working SQL knowledge or comfort partnering with technical teams
• Structured cross‑functional problem solving, organizational rigor, and follow‑through
• Ability to balance customer advocacy with business objectives
• Travel up to 5%

Nice To Haves

• You build trusted, executive-level relationships and operate as the accountable owner during stabilization and performance recovery.
• You apply structured cross‑functional problem solving, organizational rigor, and follow‑through, running disciplined operating rhythms, documentation, and action tracking.
• You turn operational complexity into simple, business‑ready performance narratives anchored in clear KPIs and dashboards.
• You balance customer advocacy with business objectives, anticipating risk, aligning stakeholders early, and driving corrective action that protects outcomes.
• You thrive in a fast‑paced environment, managing multiple priorities with organized, proactive communication.

Responsibilities

• Own post-onboarding success: Take primary ownership after onboarding; lead hypercare, stabilization, and ongoing performance management for High Impact customers.
• Align readiness and expectations: Support onboarding to ensure customer readiness and aligned expectations prior to handoff.
• Build performance enablement plans: Define goals, KPIs, milestones, and accountability owners; maintain action plans, milestone tracking, and follow-through discipline.
• Run performance rhythms: Facilitate recurring reviews and business updates using standardized dashboards and agreed-upon metrics; prepare structured, customer-facing materials.
• Manage risk and recovery: Proactively identify performance risks, coordinate structured recovery plans, and escalate systemic issues that require broader process changes.
• Keep documentation updated: Maintain documented action plans, milestone tracking, and follow-through discipline to ensure forward progress.
• Advance reporting and visibility: Partner with the Customer Insights Analyst/BI to define reporting needs, clarify metric definitions, and ensure transparent performance visibility.

Benefits

• Medical, dental, and vision insurance
• Life and short- and long-term disability coverage
• 401(k) retirement savings plan with company match
• Flex vacation in states other than CA, CO, IL, MA, MT, and NE, with accruals up to 96 hours for first year of employment with tenure-based increases up to 160 hours
• Two (2) floating holidays per year
• Paid sick leave
• Six (6) paid company holidays
• Two (2) weeks paid pregnancy disability leave, four (4) weeks paid parental bonding leave
• Additional wellness and employee assistance programs

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree