Full-Time

Enablement Specialist

Customer Success

Posted on 1/28/2025

Podium

Podium

1,001-5,000 employees

Streamlines local business communications and payments

Compensation Overview

$65kAnnually

Junior, Mid

Lehi, UT, USA

Category
Customer Education & Training
Customer Success
Customer Success & Support
Sales & Account Management
Required Skills
Salesforce
Data Analysis
Requirements
  • Bachelor’s degree in Business, Marketing, or a related field (or equivalent work experience)
  • 2+ years of experience in customer success, training, enablement, or a similar role in a SaaS or tech environment
  • Experience developing and delivering training programs for teams, preferably with a focus on Customer Success
  • Strong communication, presentation, and facilitation skills with the ability to engage a variety of audiences
  • Familiarity with Customer Success and training tools (e.g., Salesforce, Workramp, Solidroad, etc.) and an understanding of customer success metrics and KPIs
  • Ability to adapt training materials to various learning styles and levels of experience
  • Strong organizational skills, with the ability to manage multiple projects and priorities simultaneously
Responsibilities
  • Develop and facilitate a comprehensive onboarding program for new CSMs, ensuring they are equipped with the knowledge and skills needed to excel in their roles
  • Conduct regular training sessions on key Customer Success topics such as product knowledge, customer engagement, best practices, and soft skills (e.g., communication, problem-solving, relationship-building)
  • Provide ongoing coaching and support to new hires, helping them transition smoothly into their roles and ensuring they meet performance expectations
  • Create customized learning paths for different experience levels within the CSM team, ensuring training materials are relevant, engaging, and aligned with team goals
  • Develop, update, and maintain a comprehensive library of enablement materials (e.g., training guides, playbooks, job aids, knowledge bases) for the Customer Success team
  • Work with leadership and subject matter experts to ensure training content is aligned with Podium’s product offerings, service standards, and customer engagement best practices
  • Tailor training materials and resources to reflect the evolving needs of the Customer Success team as well as product changes and updates
  • Collaborate with Customer Success leadership to identify areas for process improvement that can enhance team productivity, customer satisfaction, and overall success
  • Help embed best practices into the team's workflow by facilitating ongoing learning, adoption, and knowledge sharing
  • Track and measure the effectiveness of training programs and content, using feedback and analytics to continuously improve training materials and delivery methods
  • Provide expertise and guidance on tools and platforms used by the Customer Success team (e.g., CRM, customer communication software, knowledge management systems)
  • Support the rollout and adoption of new tools and technologies, ensuring the CSM team can leverage them effectively to improve customer outcomes
  • Act as a resource for troubleshooting and optimizing the use of these tools in day-to-day operations
  • Work closely with the Product, Sales, and Marketing teams to ensure the Customer Success team is well-informed about product updates, customer-facing initiatives, and evolving best practices
  • Collaborate with internal teams to ensure alignment on customer success strategies, messaging, and performance goals
  • Collect feedback from CSMs to identify gaps in training, resources, and tools, ensuring the team has what it needs to succeed
  • Track key metrics and KPIs related to the success of training programs and provide regular reports to leadership
  • Stay current with industry trends and best practices in customer success enablement, continuously applying new insights to Podium’s training programs
Desired Qualifications
  • Experience with Podium’s platform or similar customer engagement software
  • Instructional design experience, with a focus on creating effective and engaging learning experiences
  • Proven track record of successfully training and onboarding new hires in a fast-paced environment
  • Experience working in a high-growth, dynamic company where agility and flexibility are key to success

Podium delivers a multi-product platform specifically designed for local businesses, combining AI technologies to enhance communication, facilitate payments, and manage text marketing campaigns effectively. The company's robust features, including review generation, webchat, text messaging, and phone call management, not only optimize day-to-day operations but also drive local business growth. Working at Podium offers the opportunity to contribute to innovative solutions that make significant impacts in how local businesses engage with their customers and manage their services efficiently.

Company Size

1,001-5,000

Company Stage

Series D

Total Funding

$407.2M

Headquarters

Lehi, Utah

Founded

2014

Simplify Jobs

Simplify's Take

What believers are saying

  • Podium's partnership with Bradford White enhances its reach in the contractor market.
  • The rise of SMS marketing with a 98% open rate benefits Podium's messaging platform.
  • Integration with AI-driven chatbots boosts customer interaction and satisfaction for Podium users.

What critics are saying

  • Twilio's acquisition of Zipwhip may increase competition in business texting services.
  • Strategic shifts by new CMO Pauline Reader might not align with customer expectations.
  • Podium's exposure to the water heater market could face demand fluctuations and regulatory changes.

What makes Podium unique

  • Podium offers a unique messaging platform tailored for local business interactions.
  • The platform integrates seamlessly with various communication channels for unified customer experiences.
  • Podium's tools enable businesses to gather online reviews and enhance customer relationships.

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Benefits

Open and transparent culture

Remote first work setting for Engineering & Product

Great opportunities for career growth

401(k) with a competitive matching contribution plan

Unlimited vacation (yes, we want you to have a work-life balance)

Great medical, dental, vision benefits

Lots of Swag

Growth & Insights and Company News

Headcount

6 month growth

1%

1 year growth

-1%

2 year growth

0%
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