Manager, Customer Success Enablement
--COVID-19 Hiring Update--
As the health and safety of our candidates and our employees come first, we're excited to provide virtual experiences for interviews and new hire on-boarding.
Who we are:
Dataminr puts real-time AI and public data to work for our clients, generating relevant and actionable alerts for global corporations, public sector agencies, newsrooms, and NGOs. Our leading AI platform detects the earliest signals of high-impact events and emerging risks from vast amounts of publicly available information. Our real-time alerts enable tens of thousands of users at hundreds of public and private sector organizations to learn first of breaking events around the world, develop effective risk mitigation strategies, and respond with confidence as crises unfold.
Dataminr is making its mark for growth and innovation, recently earning recognition on the Deloitte Technology Fast 500, Forbes AI 50 and Forbes Cloud 100 lists. We also earned accolades for ‘Most Innovative Use of AI’ from the 2020 AI & Machine Learning Awards.
Join our team and help the world manage risk in real time. You’ll work with 600+ talented people across seven offices, united by our passion to collaborate, make a difference, and have fun while doing it!
Who you are:
You're passionate about problem-solving, coaching, and simplifying concepts that drive learning and continuous development for a global Customer Success organization. You have a strong understanding of the B2B and B2G customer lifecycle, beginning with customer onboarding and implementation, and continuing through the adoption and renewal stages.
As our first Customer Success Enablement Manager, you'll report to the Senior Director of Sales & Customer Success Enablement. You'll develop and shape onboarding and continuing education programs for Dataminr's Customer Success teams globally. You're customer obsessed, excited about the opportunity to make an impact at a high-growth technology company that is committed to leveraging AI as a force for good.
Responsibilities:
- Collaborate with Customer Success Leadership and individual contributors to develop, execute, and optimize a comprehensive onboarding and continuing education program globally
- Design and implement skills development framework for Customer Success roles
- Identify and understand the competencies individual contributors need to master to excel at their jobs, and build scalable and measurable learning programs to achieve these outcomes
- Design, implement, and deliver training in a variety of formats (in-person, virtually, one-on-one) to create an engaging learning experience
- Build and manage content and playbooks for Customer Success teams on all aspects of enablement and deliver the content through multiple channels
- Work collaboratively with the global enablement team to create consistent content and training materials across the company
- Work closely with Customer Success team to communicate feedback, success stories, roadblocks, and lessons learned
- Engage with leaders and subject matter experts across the organization and source content to curate / adapt to the needs of the Customer Success team
- Determine quarterly goals, as well as near-term and long-term priorities in collaboration with Customer Success Leadership and Operations teams
- Partner with Product and Marketing teams to support Customer Success in product and feature releases to ensure enablement content remains current
- Produce and report on SLAs and KPIs for your projects on a weekly basis
- Measure and report on business impact of enablement programs, and continuously iterate on enablement strategy based on data and feedback
Desired Skills and Experience:
- Bachelor’s degree or equivalent work experience
- 5+ years of combined enablement, customer success, customer success operations and/or project management experience, preferably at software-as-a-service (SaaS) or technology companies
- Flexible self-starter, comfortable taking initiative and working with cross-functional, executive-level decision makers to uncover needs, resolve pressing business issues, and manage competing priorities
- Experience with customer success tools such as Salesforce and Gainsight
- Proficient in LMS and sales enablement tools (e.g. WorkRamp, HighSpot or similar) and content authoring tools
- Excellent communication skills and experience writing, editing, and presenting to multiple levels of an organization.
- Experience delivering product training (SaaS) and producing client-facing content is desirable but not required.
Why you should work here:
- We recognize and reward hard work with:
- company paid benefits for employees and their dependents, including medical, dental, vision, disability and life insurance
- 401(k) savings plan with company matching
- flexible spending account for out-of-pocket medical, transit, parking and dependent care expenses
- We want you to be your best, authentic self by supporting you with:
- a diverse, driven, and passionate team of coworkers who want you to succeed
- individual learning and development fund and professional training
- generous paid time off; including sick leave and 100% company paid parental leave
- remote working friendly perks such as expanded telehealth options for mental and physical well being, virtual yoga, meditation and health and fitness app reimbursements
…and this is just to name a few!
Dataminr is an equal opportunity and affirmative action employer. Individuals seeking employment at Dataminr are considered without regards to race, sex, color, creed, religion, national origin, age, disability, genetics, marital status, pregnancy, unemployment status, sexual orientation, citizenship status or veteran status.
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