Manager, Customer Success Enablement

Manager, Customer Success Enablement At Rectangle Health, we believe that our team members are our most important asset. We grow our team by hiring best-in-class talent. We encourage all employees to contribute their individual talents and ideas to strengthen our team, our brand, and our services. We promote a culture that serves to empower and motivate employees beyond the standard corporate... rhetoric one might see on motivational posters. Employees understand their individual roles in serving our customers, and this clarity of purpose encourages high job performance. Position Overview As the Manager, Customer Success Enablement your primary role is to coordinate the enablement support for our customer teams. This includes enablement for Customer Support/Care, and Customer Success. Duties include scheduling and overseeing all training programs and identifying training needs for multiple functions. This role will manage the full lifecycle of learning, including intake, creation, delivery, and measurement of impact. This role will also be responsible for supporting new employees training, new product/process training, and documenting internal processes. [MP1] The ideal candidate understands our company objectives and suggests ideas to achieve them through training and enablement. This position requires a combination of excellent organization skills, the ability to interact with multiple stakeholders and help them achieve their organizational goals. Ultimately, this position is responsible for ensuring our customer teams are fully educated, perform at a high level, increase customer satisfaction and increase net Retention. Primary job duties: • Curriculum – Improve training effectiveness and outcomes by developing tailored content for customer facing roles, including both company initiatives, skill based training, and internal processes. Partner with CS leadership to ensure calendar and schedule around training. • Creation and Management -Creates a full suite of assets to close performance gaps or increase functional awareness including internal process for new initiatives, internal process documentation, elearning courses, job aids, virtual training. • Collaboration - Works cross functionally with sales, sales enablement, marketing, and product to ensure the customer organization is informed, prepared, and aligned with the latest initiatives and product launches in the organization. • Driven - Track training impact and ability to assist the Customer Success function in achieving their goals. • Needs Analysis - Determines training needs by observing care encounters, studying results/reports, and conferring with managers. Performs and communicates root cause analysis on performance issues. • Practices - Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations. Minimum qualifications: 4 year degree or equivalent work experience with accredited certifications Experience as an enablement or training specialist for a customer service and or/customer success division Understanding of customer care process, preferably with customer care / service or CSM experience In depth understanding of Salesforce and Service cloud Ability to manage the full training cycle from creation to measurement of impact Experience with learning management software, proficiency in MS Office (Camtasia or Rise preferred) Excellent communication and presentation skills Strong organizational and team management skills For all full-time employees, we offer: Competitive health, dental, and vision benefits Guardian Hospital Indemnity coverage Life & LTD 401(k) matching up to 3% 3 weeks of PTO 7 Sick Days About Us: Rectangle Health, a leading financial technology company, empowers medical, dental and specialty practices with seamless and secure technology to drive revenue by increasing patient payments and streamlining practice management while improving the patient experience. Since 1992, the company’s innovative solutions have reduced administrative burden and rebalanced the ledger for its thousands of healthcare providers in the U.S., reliably processing billions of dollars in payments annually. Jason - Its good we're putting this on paper so we can iterate. I don't think we have enough resources (1 FTE) to expect that they ensure new employee training on top of everything else. The priority is going training (new programs, role training, skill training) I softened the expectation here. [MP1] #J-18808-Ljbffr