Customer Success Enablement Manager

Our Mission

We believe that generosity has the power to create profound change in the world, and in the heart of the giver.

With that in mind, it’s our mission to move the needle on global generosity by helping nonprofits better connect with and inspire their givers.

Our Core Values

Build Better

We build audacious ideas that accelerate philanthropy and dismantle the status quo.

Display Radical Generosity

We are generous with our time & talent as we serve our team and the nonprofit community.

Stay Humble & Enjoy the Journey

We take our work seriously, but we don't take ourselves too seriously.

Position Summary

The CS Enablement Manager will be responsible for administration and oversight of new employee onboarding as well as ongoing enrichment activities. This role will work closely with the People Ops team and CS managers to ensure that the new hires are trained appropriately for their job role. This includes completion of dedicated modules in the Virtuous Academy, as well as live training sessions. The enablement manager will also work together with facilitators on the training team to ensure ongoing enrichment activities and live onboarding training sessions are delivered as needed.

In addition, this role will be responsible for creating and maintaining internal process documentation, Virtuous product training, and internal software training to members of the CS team. . This includes creating and maintaining role-based “playbooks” for standard practices, documenting key talking points for product features or processes, and ensuring that documentation is accurate, up-to-date, and easily discoverable for the team.

Responsibilities

• Identify areas where internal documentation needs to be created, updated, or archived.
• Collaborate with managers and the training team to create a plan for ongoing enrichment activities to reinforce product, industry, and internal process knowledge.
• Listen to calls and review communication from CS team members in order to provide coaching notes or playbook/training updates.
• Collaborate with CS Ops, Customer Marketing and Account Managers to identify opportunities for revenue retention and expansion within existing accounts.
• Create and maintain a library of process documentation and playbooks that serve as resources for the Customer Success team.
• Co-create and manage a new hire onboarding and training plan for the various roles within the larger Customer Success team.
• Collaborate with multiple internal stakeholders to create and manage a training plan for Virtuous Partners.
• Identity and understand the competencies individual contributors need to master to excel at their jobs; build scalable and measurable learning programs to achieve these outcomes

Requirements

• An understanding of the nonprofit sector and the needs of nonprofit organizations across multiple verticals
• An understanding of adult learning theory and concepts
• Familiarity with talent development concepts and trends
• Experience with Zendesk, Teamwork, Gainsight, Hubspot, and/or Tettra
• The ability to prioritize time and manage multiple responsibilities in a fast-paced environment
• A desire to be part of a growing, close-knit team
• A drive to succeed in an fast-paced, constantly evolving environment (we may have said that already, but we really mean it)
• Excellent writing skills and the ability to communicate complex information clearly and succinctly
• The ability to quickly absorb and understand new information (we move fast and our product is always evolving — it’s exciting!)
• At least two years of experience in a customer success leadership role. Direct experience in Customer Success enablement is a plus.
• A passion for innovation and helping nonprofits succeed
• Facility with software and technology
• Familiarity and/or experience using nonprofit CRMs and other fundraising software
• A driving passion to help others succeed
• An ongoing curiosity to learn and share knowledge with others
• A passion for creating and maintaining efficient and effective administrative processes
• Preferred, but not required:

What We Offer

- Market competitive pay

- Employee recognition through Bonusly (birthdays, anniversaries, achievements, etc.)

- 401(k) retirement plan with company matching- 6% match up to 50% (aka 3%) after 90 days

- We value our employee’s work life balance and encourage taking advantage of Unlimited PTO

- Supportive time off including paid volunteer days and company holidays

- Ample Medical/Dental/Vision healthcare benefits including (company match + dependent plans) and (employer) HSA/FSA contributions

- Mental and Wellness membership programs to nurture employees- OneMedical, Talkspace & Teladoc

- 12 weeks primary parent leave, 4 weeks secondary parent leave- full pay (adoption as well)

- 2 hours of paid volunteer time each month (most employees end up doing more!)

• - We pride ourselves on Community and host exciting company outings and events