Customer Relationship Management (CRM) Functional Lead assisting in design and development of SAP BRIM & Dynamics CE solutions. Collaborating with technical teams and ensuring effective user adoption and seamless integration.
AA
Hybrid Customer Success Enablement Manager
Posted 32 minutes ago
About the role
- Customer Success Enablement Manager improving CSM skills at Once For All, a SaaS platform for responsible sourcing in construction.
Responsibilities
- Embody and drive operational excellence in Customer Success by developing CSM skills and structuring methods, tools and messaging to ensure a consistent, high-performing customer experience.
- Manage the onboarding journey for new CSMs (turnkey initial training, already structured).
- Roll out ongoing training on new features, pricing updates and offerings.
- Translate product and business changes into actionable learning content.
- Adapt teaching methods to different profiles and needs (including via an LMS in the future).
- Conduct targeted call listening to feed individualized coaching sessions.
- Oversee quality audits, produce individual and team evaluations, and trigger associated coaching plans.
- Track team skill development in customer communication, product mastery and interaction quality.
- Act as the voice of the CSM and the customer within the company: provide Product, Sales and Marketing teams with field feedback.
- Consolidate and evolve the team's playbooks, processes and knowledge bases.
- Optimize use of CS tools (ChurnZero, Salesforce): dashboards, automations, customer health scoring.
- Identify and implement efficiency gains to free up high-value time for CSMs.
Requirements
- Experience in Customer Success, Account Management or Sales Operations with a proven training/enablement component.
- Strong understanding of B2B customer challenges and the ability to craft value-oriented messaging.
- Mastery of adult learning methodologies and the ability to adapt them to different audiences.
- Comfortable with CS tools (e.g., ChurnZero, Gainsight, Planhat) and CRMs (Salesforce).
- Data-oriented mindset and a taste for optimizing tools and processes.
- Professional working proficiency in English recommended.
Benefits
- Meal vouchers €9.50 (employer contribution €5.50)
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