GTM Enablement Manager | Value Realization & Adoption

About the Role

The GTM Enablement Manager, Value Realization & Adoption is responsible for evaluating, designing, implementing programs and plays for Customer Success and Implementation Teams with a goal to improve Customer Health Scores, Customer Product Adoption and CSAT over time. The GTM Enablement Manager should have a passion for Customer Experience as a discipline and a love for enabling internal teams. You’ll be a key partner to other GTM Enablement Managers to align programs to our strategic maturity model. 

Responsibilities

• Partner with CX leadership and CX Ops to establish program objectives, success metrics and milestones with a focus in your specialized area of Customer Value Realization & Adoption
• Develop a set of playbooks for the Customer Success Managers and Implementation Managers, to influence success metrics such as health score, customer product adoption and CSAT in partnership with CS Programs
• Partner with the Enablement Effectiveness Manager to prepare monthly & quarterly reviews with data identifying program strengths and opportunities to Leadership
• Partner with CS Programs to map the ideal customer journey to enable the CX team on repeatable processes for a successful customer life cycle at Lattice and document into Onboarding Processes
• Design Manager Enablement material to support the continuous coaching and improvement of the plays and best practices established in team and 1:1 settings
• Partner with CX Ops to ensure that plays and new processes are adopted, measured and implemented in tools like Gainsight for accessibility
• Partner with CS Programs to Design, host and maintain learning materials and the content tools and leveraged by the CX org such as Executive Business Reviews, Kick Offs & Implementation Review Decks 
• Partner with Lattice Advisory Services to define industry best practices and influence product adoption and a maturity models
• Partner with Marketing teams to design customer story library & support processes to capture more Customer Case Studies
• Partner with the Product Enablement Program Manager to plan and and align on product adoption campaigns and product releases

Qualifications

• 3+ years of Sales Enablement, Learning & Development or other directly relevant experience
• 3+ years of experience operating in a Customer Experience role 
• Preferred Experience building programs and playbooks in support of CX orgs at a SaaS company
• Passion for customer experience, empowering others, and demonstrating impact to the organization 
• Impeccable organization and prioritization skills to accommodate multiple projects and programs
• Metrics focused, to accomplish both project, program effectiveness and team goals
• Exceptional communication skills and ability to work across all internal teams
• Ability to design, develop and deliver fully executed programs and resources
• A team player capable of high performance and flexibility in a fast paced environment
• Ability to balance sharp focus on measurable outcomes with deep and genuine empathy for people, customers and the business