Sr Manager, Customer Enablement

Merative

2d•$135,496 - $203,244•Remote

About The Position

Micromedex by Merative is a trusted clinical decision support solution used by clinicians in thousands of hospitals, health systems, payers, and government agencies worldwide. For over 50 years, we’ve delivered evidence-based drug, toxicology, and condition information to help clinicians make confident, timely decisions and educate patients at the point of care. Today, Micromedex is evolving. With a modernized homepage and AI-powered search, clinicians can now find precise answers faster—supported by rigorously validated, evidence-based content. Our portfolio includes drug reference, IV compatibility, pediatric dosing, toxicology databases, and integrated calculators, all accessible via web and mobile. By combining authoritative content with intuitive, AI-enhanced tools, Micromedex empowers healthcare organizations to improve medication safety, reduce adverse events, and deliver better patient outcomes. The Sr Manager, Customer Enablement is a leadership role responsible for defining the strategy, operating model, and execution approach that enables customers to adopt and realize value from Micromedex. This leader sets the direction and leads a team responsible for delivering enablement programs at scale—ensuring customers embed Micromedex into clinical and operational workflows and successfully transition from legacy and competitive solutions. Success in this role is measured by team-driven execution and measurable behavior change across the customer base—not just go-live completion.

Requirements

Bachelor’s degree or equivalent experience in Information Systems / Technology.
5+ years of people management experience leading and scaling high performing customer enablement / delivery teams in SaaS or healthcare technology.
Demonstrated experience translating strategy into consistent execution across distributed teams and comfortable leading transformation.
Proven success driving accountability and performance across team against adoption, retention, and customer outcomes

Nice To Haves

Understanding of healthcare workflows preferred.
Familiarity with healthcare interoperability standards (e.g, HL7, FHIR) and identity access management approaches (e.g, SSO, Open Athens) preferred.

Responsibilities

Define and lead an implementation strategy that directly drives adoption, engagement, and long-term retention.
Align implementation outcomes to customer experience metrics including time-to-value and adoption milestones.
Establish a segmented implementation strategy (Premier / Key / Core) to ensure consistent execution through the team.
Translate enterprise initiatives into clear customer value narratives and equip the team to deliver these consistently at scale.
Position training and change management as core pillars of implementation success.
Identify retention risk indicators and operationalize intervention strategies through the team.
Lead and develop a high-performing Customer Enablement team, setting clear expectations, accountability, and performance standards tied to adoption and retention outcomes
Build a retention-focused operating model for the organization integrated with Customer Experience, Sales as well as Editorial, Product, and Support teams.
Define a standardized lifecycle including go-live readiness, adoption checkpoints, and transition to account ownership and enable the team to deliver them consistently across all segments.
Establish governance and drive cross-functional alignment to support execution that resolves adoption blockers quickly
Implement feedback loops to inform product and process improvements.
Drive visibility through dashboards and reporting on adoption and risk.
Develop expertise within the team that ensures Micromedex is embedded into key workflows (e.g., EHR)
Own training and change management strategy and lead the team responsible for delivering enablement programs that drive adoption and retention.
Ensure structured change management approaches for customers transitioning from competitive tools.
Define persona-based training pathways aligned to workflows and best practices and ensure the team delivers consistently.
Seek innovative ways to adopt technology to assist in the efficient scaling of training and adoption programs.
Lead the team responsible for delivering enablement programs measured by time-to-value and sustained usage.
Embed training and workflow adoption milestones in plans.
Ensure consistent execution of implementation and transition playbooks.
Drive accountability for identifying resistance early and executing recovery plans across the team.
Develop post-implementation reviews focused on adoption and retention for the team to deliver.
Scale best practices for consistent execution.