Customer Training And Enablement Manager

Join our vibrant team, where collaboration and innovation thrive! You willl have the opportunity to make a real impact, shaping our customer experience and driving business growth.

The Customer Enablement and Training Manager is a collaborative role where the CET Manager would identify and deliver training, design, create and maintain resources and processes to ensure that our customers can achieve their goals. The CET Manager will partner with Sales and cross-functional teams to enable long-term customer retention and growth at scale through effective cost management and optimization, driving customer commitment, and setting our customers up for success with the HappyOrNot platform.

The CET Manager should be a technically savvy and an efficiency minded individual, to join our team as a Customer Training and Enablement Manager. This role reports to the Head of Customer Training and Enablement.

Core Responsibilities:

• Responsible for delivering onboarding and training to customers, mainly in the US, to ensure a smooth and optimized start of their HappyOrNot service experience.
• Ability to conduct onboarding and training sessions online using Teams or Zoom on a daily basis. Onboarding is done either as group sessions with several customers, or as dedicated sessions for larger customers, or customers who have subscribed to our Managed Service.

• This requires the ability to engage participants in a virtual setting to be successful in setting up the HappyOrNot service; define organization and surveys, manage user access and subscriptions, guide customers on tips & tricks, and demonstrate the HappyOrNot solution, in order to get higher response rates and more value from the solution.

• Other duties as assigned by your manager
• Responsible for organizing and facilitating dedicated and group webinars, both as a presenter (training sessions) and a facilitator/moderator with customers/HappyOrNot CX experts.
• Ability to conduct a role reversal; Able to put yourself in the customer’s shoes, outside-in perspective, a true passion for making it great for the customer: Assist customers in developing a strong affinity for our solution and empowering them to take full ownership of their HappyOrNot service
• Contribute to the creation and improvement of customer training assets.

Experience, Knowledge and Skills

• Customer facing training experience in virtual settings
• Outstanding presentation and engagement skills
• Experience in customer training, customer success and/or support

• Experience in eLearning course design and video capturing/editing are seen as plusses
• Ability to work extended and/or flexible hours
• Ability to travel regularly with overnight stay, in or out of state or country, as necessary

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