The Opportunity
We are seeking a customer success enablement professional with a comprehensive software business and technology background to build a comprehensive onboarding and ongoing training program for a global team of Customer Success, Professional Services, and Support professionals. Essential skills include content creation and development, cross-functional collaboration, a good understanding of business development methodologies, systems management, and a solid foundation in customer success.The candidate should have experience developing and deploying training and enablement programs for a post sales organization, as well as have a good understanding of how to track the success of such programs through CRM reporting.
The Skill Set:
- The ideal candidate will have a robust SaaS business and technology background, typically developed through a career mainly in customer success, with potential background in sales, product management, product marketing, business development, or pre-sales/solution architecture. Partner enablement experience is an added advantage.
- The ideal candidate has experience building enablement operations from the ground up. You will be responsible for creating the vision, designing, and developing programs to help a broad range of CS roles better engage with their accounts to discover pain points, propose tangible solutions, and articulate value. To be successful, this position requires the creation of content and is not just a person that facilitates training via other resources in the organization.
Within 90 Days, You’ll:
- Complete your own onboarding and gain a good understanding of the Sitetracker solution and our existing playbooks.
- Meet with Executive and Customer Success leadership to determine key objectives and priorities and conduct a needs assessment of the business
- Develop a phased plan of action with quick wins and longer term projects, as well identifying metrics for success
Within 180 Days, You’ll:
- Implement new CS onboarding program in collaboration with CS leaders
- Launch best practices series for existing CSMs
- Execute a full CS off-site complete with training programs and role play exercises
- Develop the enablement calendar for the next 6 months and own the delivery
- Perform a needs assessment for Professional Services and Support enablement
Within 365 Days, You’ll:
- Have a robust CS enablement program in place with demonstrable results
- Overhaul and relaunch the CSM scorecard to capture areas that truly drive excellent Customer Success outcomes
- Implement the enablement program for Professional Services and Support
- Have a mature pipeline of ongoing training and content development requirements
- Institute regular reporting on the outcomes of the enablement programs towards senior management
About Sitetracker
Sitetracker was founded ten years ago with the singular focus of solving a problem that was first recognized within the telecommunications industry; how to effectively manage the volume, variety, and velocity of critical infrastructure projects needed to meet the demand of expanding wireless and cellular service. That problem has become even more pronounced due to the eventual explosion of 5G. Being able to effectively deploy infrastructure is going to be the differentiator between leading telecommunication providers.
However, over the years, we realized that this challenge isn’t localized to telecommunications – it’s pervasive nearly everywhere and has reached an inflection point. Utilities (such as gas and electric services), smart cities, and alternative energy all face similar challenges. Sitetracker is the only full-lifecycle project management platform suited to support these companies and address these challenges.
We are exceptionally proud of the company we’ve built (we were recently recognized as the
#2 place to work in San Francisco, as well as one of the top places to work in the entire United States). Our people are extraordinary and we’re continuing to invest in our people-first culture.