Customer Success Enablement Manager at Smartly.io

| Greater NYC Area
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We are now looking for a Customer Success Enablement Manager to join the Smartly.io Customer Success team to operationalize the CS strategy, improve ways of working within the CS team, and manage better orientation programs.

You will be part of the global Customer Success Operations (CS Ops) team, whose mission is to enable our growing Customer Success organization of 80+ professionals to help our Enterprise customers succeed, by making sense of data, systems and processes. CS Ops manages the systems, processes, and tools that enable Customer Success to scale and ensure our Customer Success teams can focus on helping our customers achieve their desired business outcomes.

In this role you will support our Customer Success teams globally by ensuring we have the right operational processes and required knowledge in place for optimal value delivery to our customers. This will be accomplished through a combination of orientation and training program design, coaching and project management. 

The Customer Success Enablement Manager will report to the Head of Customer Success Operations. This role can be based in New York or Chicago.

As the Customer Success Enablement Manager at Smartly.io you will:
  • Operationalize the Customer Success strategy by partnering with the customer success teams globally
  • Manage learning programs for Customer Success teams 
  • Train the Customer Success teams in the use of internal tools and processes
  • Identify operational inefficiencies and roll out effective improvements
  • Own the quarterly Success Planning process globally
  • Partner with Data Analytics, Revenue Operations, Marketing, Product, Finance and Services teams to design and deploy new business processes
  • Lead and participate in cross-functional development projects 
  • Manage and create content for Customer Success teams
Requirements:
  • 5+ years of experience in (Enterprise) Customer Success or in Customer Success Operations
  • Can independently coordinate development projects, work across the functions with to identify areas of improvement and implement solutions 
  • Passion for customer success, empowering others, and delivering value to customers
  • Excellent critical thinking skills; ability to breakdown business problems and create programs that align to business goals
  • Exceptional communication skills and ability to work across groups and geographies
  • Experience with Customer Success methodologies, processes, and enablement best practices: preferably on Enterprise level


Meet Smartly.io

Bringing brands and people together smartly. We are building a platform that combines media buying, creative, and data to automate every step of digital advertising.

We manage 2.5B€ in ad spend and serve more than 650 brands worldwide, including eBay, Uber and TechStyle. Our technology liberates marketers from manual work and allows them to focus on what matters. 

As a fast-paced growth company, Smartly.io offers opportunities to maximize your learning and amplify your impact. With colleagues from 62 nationalities, you'll work in a collaborative and inclusive environment built on a culture of trust, transparency, and feedback. Join our global team of over 450 Smartlies in reshaping the future of marketing. Learn more at smartly.io/careers and smartly.io/our-leadership-and-culture.

Reasonable accommodation for people with disabilities

Smartly.io is committed to providing reasonable accommodations for qualified individuals with disabilities or special needs in our job application procedures and working environment. If you need assistance or have any questions please contact us at [email protected]

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • KotlinLanguages
    • PHPLanguages
    • RubyLanguages
    • FlowLanguages
    • TypeScriptLanguages
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • CassandraDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • RabbitMQDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • HubspotCMS
    • HubSpotCRM
    • IntercomCRM
    • SalesforceCRM

Location

We put Smartlies' health first. We are working from home until the pandemic is in control and it's safe to re-open our office in New York.

An Insider's view of Smartly.io

What are some social events your company does?

We never take fun out of the mix at Smartly.io! Being a global company, we organize inclusive events to engage each member of our expansive community. From a virtual, 24-hour global birthday, to in-person offsites around the world, to a company cookbook with recipes shared from each of our locations, we truly believe in the value of connection.

Mari

Collaboration & Community Manager

What projects are you most excited about?

At Smartly.io we are most excited about continuing to work with our partners to solve challenges and better enable them to enhance their performance on paid social. Many brands we work with have been focusing more and more on creative so it's no surprise that Smartly has as well. I've seen our Creative solutions evolve so much in the last two years

Corinne

VP US East

What are some things you learned at the company?

Open communication is encouraged at all levels of Smartly.io, it's a big part of the culture. I enjoy the interesting challenges that come from working with customers, and having the autonomy to push your idea's forward and work on things you're interested in or want to add to your skillset.

Malachy

Customer Solutions Engineer

How do your team's ideas influence the company's direction?

We foster transparency, which allows our teams the freedom and responsibility to pursue our vision in a self-driven way. Everyone is trusted as an owner, we’re all responsible for thinking and acting in the long-term interest of the company. At Smartly.io, nothing is someone else’s problem — we’re all doers with an entrepreneurial attitude.

Kristo

CEO & Founder

What projects are you most excited about?

Automating the whole online customer acquisition funnel. We’ve only scratched the surface in solving problems for paid social marketing teams, and we’ve already pinpointed many processes in design and business intelligence which we could automate, like video creation processes, or reporting and attribution across
platforms.

Tuomo

CTO & Founder

What are Smartly.io Perks + Benefits

Smartly.io Benefits Overview

Smartly.io’s benefits are meant to ensure that employees stay healthy, well, and energized in different life situations. Smartly.io supports employees so that everyone can focus on learning and creating positive impact in their role.

Growth-minded colleagues. Competitive salaries & option plans. Full five weeks of paid vacation. Paid parental leave. Health coverage. Wellness benefit. Reimbursement flexibility. Opportunities to rotate to our offices across the globe. Get your own laptop + smartphone + noise cancelling headphones. Friday demos with beer & weekly breakfasts. Opportunities to attend industry events. Team stipends for remote activities while not in the office.

Culture
Partners with Nonprofits
Friends outside of work
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Open office floor plan
Diversity
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
5 Weeks Per Year
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Relocation Assistance
Fitness Subsidies
Home Office Stipend for Remote Employees
One-time Benefit for New Hires
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Promote from within
Online course subscriptions available
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