Customer Success Training & Enablement

Contracts are the lifeblood of business and power everything from revenue, obligations, financing activities, and reporting. At LinkSquares, our AI-powered, end-to-end contract management and analytics platform takes the manual, time-consuming, tedious tasks out of the contracting process. With LinkSquares, legal teams save time, cut costs, and improve business outcomes. We are a 250-person company headquartered in downtown Boston.

The Customer Success Training & Enablement role is responsible for overseeing the Customer Success (CS) onboarding program and related data & materials.

This person will oversee all aspects of the onboarding program for CS, including the following:

• Quality and quantity of onboarding sessions & related materials, for various roles
• Informing CS Management on the quality of sessions, reporting on any anticipated changes/recommendations
• Tracking & managing new hire activity through initial ramp periods

A successful CS Trainer will work directly with CS Management, Customer Success Managers, Implementation Consultants, Customer Support, and Revenue Operations to ensure all CS new hires receive a comprehensive and timely onboarding. This role will report into the Director of Revenue Operations.

Responsibilities:

• Contribute to the maintenance of and updates to the onboarding curriculum
• Assist on the creation of all content and materials for trainings sessions, inclusive of material for classroom sessions and cultivating recording library, the New Hire Syllabus
• Monitor & report on all CS onboarding sessions for new hire classes; inclusive of setting, communicating and tracking ramp goals & milestones
• Run selected onboarding sessions
• Perform hands-on mentoring of new hires for cs systems, and role responsibilities

• Respective maintenance of internal CS Confluence resource center
• Own CS Tools trainings, adoption, troubleshooting, and QBR reviews
• Diagnosing skill proficiencies and deficiencies, developing program(s) to develop skills
• Evaluate ongoing CS training needs and coordinate additional training
• Brainstorm/develop CS Team Career pathing and identify metrics/accomplishments required to progress
• Monitor and evaluate Top Funnel Metrics for trends and potential areas of improvement
• Interface with Sales, Marketing, Product, other departments to ensure knowledge is shared between departments
• Partner closely with CS leadership to help create world-class front-line managers
• Work closely with marketing and CS management to ensure that we are creating content & collateral throughout the customer life cycle that facilitates buying decisions from customers
• Lead centralized efforts to maintain a great sales culture and environment
• Manage and optimize our Learning Management System and various self-serve Onboarding programs

The right candidate will:

• Be proficient in customer success / customer management tools, metrics, methodologies
• Be proficient in account management strategy
• Enhance the organization and efficiency of the CS onboarding program & experience
• Be an energy giver with a high level of excitement for training topics
• Be an optimist and a coach who can transfer energy to individual contributors
• Be a self-starter, who learns quickly and adapts to change; can make recommendations and assume responsibility quickly

Requirements:

• 1-2 years proven experience in Enablement
• Excellent communication skills, written & verbal
• Proficient organizational skills including attention to detail and time management
• Hybrid - Boston

Nice to have:

• Experience contributing to or building a resource library
• Experience working with an Operations team
• A natural curiosity for cause-and-effect relationships in data analysis and sales process