1 month ago

Customer Enablement Specialist at Tackle.io

82% 40 hours / week United States (Remote)
Paid dental insurance
Gym membership or wellness allowance
Flexible working hours
Paid health insurance
Home office allowance
Retirement or pension contribution program

Tackle is a fast-growing B2B Saas company, dedicated to helping our customers establish and grow their revenue streams through the hyperscale Cloud Marketplaces (AWS, Azure, GCP, IBM/RedHat). Tackle’s platform makes it possible for our customers to leverage the Marketplaces, without needing significant Engineering resources and we make it easier for those customers to manage, maintain and scale their Marketplace businesses as they grow. As part of that journey, Tackle becomes a trusted advisor to many different stakeholders within our customers’ organizations: Sales, Alliances, Finance, Operations, Product, and Engineering. We are backed by two of the world’s greatest SaaS investors - Bessemer Ventures and a16z and our vision is to change the way that software is sold.

Responsibilities:

  • Assist in collaborating with all applicable stakeholders to redesign, update, and deliver customer enablement resources
  • Update and assist in the design of enablement curriculums for newly created customer journeys
  • Assist with asset development of onboarding curriculum for newly hired customer success managers
  • Continuously refreshing a Customer Success enablement resource repository
  • Creating and continuously monitoring a documentation governance policy for the Customer Success Team
  • Training customer success team members in the use of existing and newly added internal tools and processes
  • Collecting feedback following delivery of enablement curriculums to identify inefficiencies and devise effective
  • Assisting with conducting Lunch-n-Learn sessions for the customer success team
  • Planning and executing incubation cycles for testing newly designed strategies and/or playbooks
  • Integrating successful incubation cycles into the Customer Success B2B Customer Journey
  • Assisting in Customer Success program management activities and deliverables

Knowledge and Skills:

  • Experience with Microsoft Teams, Zoom, Adobe Photoshop, Illustrator, Captivate and Premier Pro or Camtasia
  • Experience using Docebo LMS or an LMS system
  • Background in customer success and/or customer relationship management
  • Proactive, problem-solving skills
  • Strong analytical skills and technical capabilities
  • Excellent verbal and written communication skills
  • Previous experience in designing effective training programs
  • Experienced in devising and delivering onboarding programs
  • Ability to work closely with staff at all levels in an organization
  • Proven collaborative skills
  • Previous experience in sharing best practices and striving for continuous improvement
  • Great presentation skills and the ability to create engaging, informative presentations

Optional, Highly Recommended Skills:

  • A Customer Success Manager Certification Program
  • Prior experience in Customer Success Enablement capacities
  • Previous experience in project/program management
  • Previous experience in LMS administration or administration of a customer service-facing platform.

Required Education & Experience:

  • 1+ year(s) in enablement management and/or staff training
  • Typically, a university degree in Business or Education

The Process:

We have a transparent and streamlined hiring process that can typically be completed in one to two weeks:

  • Phone screen
  • 3 additional video chat interviews (on occasion there may be opportunities for in-person interviews)
  • Offer

Benefits of joining the Tackle Team:

Full-time employees currently enjoy these amazing benefits:

  • Work remotely
  • Competitive Salary
  • Health, Dental and Vision Coverage
  • Company off-site Summits
  • Monthly Wellness Reimbursement
  • Internet and Phone Reimbursement
  • $500 Home ergo/office set up
  • Generous Vacation Plan
  • 401k
  • Technology tools to do your best work
  • Company Surprises and Swag
  • Awesome Co-workers