Sales and Operations Enablement Manager at Attune

| Greater NYC Area
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Company Description

Attune is making it easier, faster, and more reliable for small businesses to access insurance (think, pizza place down the street or main street store). They all need insurance to protect their businesses, but when it comes time to get a policy, they’re bogged down by hundreds of questions, lots of paperwork, and a seemingly never-ending timeline stretching for weeks or months. 

We are changing all that. By using data and technology expertise to understand risk, automating legacy processes, and creating a better user experience for brokers, we’re able to provide policies that are more applicable and more transparent in just minutes.

Together with our partner company Coalition, we serve 130,000 small business policyholders who pay us ~$500M per year in insurance premiums to ensure their security. Our combined company is worth $3.5B, with our latest raise reaching $205M, and participation from world-class investors like Index Ventures and T. Rowe Price.

Now our growth is in hyperspeed- not only our mission, but also our team. In staying true to our values, we’ve earned our spot on many workplace award lists. Attune is dedicated to creating a diverse team of curious, focused, and motivated people who are passionate about changing the future of an entire industry.


Job Description

We are looking for a Sales & Ops Enablement Manager to build, own, and drive the enablement and training program for Attune’s customer-facing teams, including customer experience, account management, and sales.

About you: You’re passionate about  business operations and interested in producing targeted and tangible results by shaping effective and efficient customer-facing teams.

Specific responsibilities include:

Define training needs

  • Conduct skills gap analyses to identify areas of improvement for our customer-facing teams through shadowing, interviews, ticket reviews, etc.
  • Monitor Customer Experience and revenue objectives and results
  • Partner with managers and team leads to coordinate individual and team performance review sessions to discuss strengths and weaknesses
  • Surface inconsistencies in quality and experience, and conduct root cause analysis with corrective and preventive action plans

Own onboarding and ongoing training

  • Build and maintain onboarding program for new Customer Care, Account Management and Sales team members - with a focus on their first 60 days
  • Define and own training curricula within time and budget constraints; Partner with the Product Marketing Manager (PMM) for content and methods of delivery
  • Lead ‘train-the-trainer’ workshops to empower SMEs to deliver effective live training experiences
  • Collect feedback from trainees and managers about training courses
  • Maintain updated records of training material, curricula and costs
  • Source outside vendors to deliver skill training to meet the needs of the business

Report results back to the business

  • Report on impact of training programs (e.g. revenue achieved, customer satisfaction, QA score)
  • Provide insights on team performance around strengths, areas of opportunity, and call trends centered around Attune values, compliance expectations, and Attune Style & Voice
  • Analyze trends displayed on the performance dashboards and serve up important information to support/influence the Management’s coaching efforts

Qualifications

  • 5 to 7 years of experience building training programs for inside sales, account management or customer service teams
  • Experience in instructional design for programs related to customer-facing teams
  • Interest and exposure to training and coaching others
  • Strong facilitation and coaching skills

A plus!

  • Working knowledge of Zendesk, MaestroQA, Lessonly, Guru, Looker
  • Experience developing training and QA programs for customer-facing teams in a regulated industry
Additional Information

You will begin as a remote employee but we look forward to having all of our employees back in our NYC offices as soon as it is safe to do so!

What we offer you:
  • An opportunity to change the small business landscape.
  • A great working environment that lives continuous improvement and encourages sharing ideas and taking risks to find better ways of doing things.
  • A culture that promotes great relationships both inside the office and outside through activities in our community and company sponsored intramural clubs and events.
  • Equity compensation.
  • Medical, dental, vision and 401(k) matching.
  • Stocked kitchens with free snacks & drinks.
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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • SqlLanguages
    • jQueryLibraries
    • AngularJSFrameworks
    • ExpressFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • Angular 5Frameworks
    • Microsoft SQL ServerDatabases
    • PostgreSQLDatabases
    • RedisDatabases

Location

We have an office space, but there is no onsite requirement. We are a remote-first work environment

An Insider's view of Attune

What’s the vibe like in the office?

With one word, it would be "fast-moving." The culture is incredibly collaborative, with everyone relying on each other to drive company growth. Teamwork and adaptability are table-stakes. Your efforts will truly have an impact on the direction of Attune. All employees rely on each other, and feed off of each others' energy.

Brett

Sales Development Representative

What projects are you most excited about?

My favorite thing is to help our team members to prep for meeting materials. Sometimes we need a full report with charts and visual aids, but a lot of times just a few bullet points. It’s amazing how we can work across teams to connect the dots and interpret the metrics and make it into an inspiring story to highlight Attune’s success.

Kelly

BI Analyst

What are Attune Perks + Benefits

Attune Benefits Overview

An opportunity to change the small business landscape.
A great working environment that lives continuous improvement and encourages sharing ideas and taking risks to find better ways of doing things
A culture that promotes great relationships both inside the office and outside through activities in our community and company sponsored intramural clubs and events
Equity compensation
Medical, dental, and vision from day one and 401(k) matching
An open-vacation policy
Generous parental leave
Flexible work from home and office hours
Endless opportunity for professional and personal development through tuition reimbursement

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
Paid industry certifications
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