Sales and Operations Enablement Manager
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.