Customer Enablement Manager

VitalSource®, is hiring a Customer Enablement Manager to contribute to our Customer Operations team located in Raleigh, North Carolina (hybrid) or remotely within the U.S. If located in Raleigh, this is a hybrid role that includes a combination of in-office days and remote work.

We’re hiring! In this role, you will be part of the customer enablement team which drives customer experience and product usage. The customer enablement team will work in close partnership with customer success managers to provide a comprehensive view into a client’s experience with VitalSource. You will be responsible for ensuring successful customer outcomes with VitalSource’s suite of products and services, coaching customers through best product practices, and providing support and guidance for customers trying to become self-sufficient in our tooling.

VitalSource is a mission-driven company delivering affordable, impactful learning to anyone, anywhere.

Key Responsibilities:

Client Support:

• Triage of client usage and product usage issues
• Escalations to Integrations and Product
• Salesforce case management and documentation
• Regular processing and workflow management with the Operations team

Analysis:

• Categorize the volume of client Salesforce cases 
• Partner with the Operations team to find operational efficiencies term-over-term 
• Summarize and rank product feedback for the Product team to guide the strategic roadmap 
• Synthesize & escalate client-specific issues for CSMs

Customer Communication:

• Tier 4 customer program management
• Term cycle preparedness
• Proactive messaging to customers to anticipate requests

Customer Engagement:

• Guide customers through best practices for product usage
• Ensure all customer communication is tracked and categorized properly in Salesforce
• Maintain timely response and resolution metrics
• Monitor adoptions and enrollments coming in each term, and intervene when needed to avoid last-minute term launch issues
• Stay knowledgeable about product changes and new features; provide feedback to Products and Integrations early and often
• Regularly communicate with CSMs to maintain alignment on specific customer success plans/progress

Required Qualifications:

• 3 years’ of customer success, customer support, or product experience 
• CRM expertise (e.g. Salesforce)
• Microsoft Office expertise

Preferred Skills:

• Domain and Product Knowledge: Leverages domain and deep product knowledge to guide customers in the proper and successful use of VitalSource’s products/services.
• Analysis & Recommendation Skills: Ability to critically review large sets of customer data and provide regular summary reporting on findings.
• Communication Skills: Good written and verbal communication skills. Presents thoughts clearly and concisely. Is able to work with customers through complicated issues and de-escalate to find resolution.   
• Organizational Skills: Effectively prioritizes a high volume of activities and requests to manage customer issues and requests.
• Diagnostic/Problem-Solving Skills: Experience organizing, prioritizing, and escalating a high volume of issues and requests from customers.

Salary Range: $60,000 to $73,250

What We Offer:

• Culture: Collaborative, Inclusive, and Mission-driven. 
• More in your pocket: Competitive base salary and a strong variable component.
• We take care of all aspects of our people: Generous, well-rounded benefits such as Medical, Vision, Dental, Life, Disability, Critical Illness, Accident, FSA, HSA, ID Protection, Pet and Legal Insurance 
• Retirement: 401K match up to 5%.
• We support our families: 12 weeks of paid parental leave.
• Continued education: Use our tuition reimbursement program.
• The Importance of Balance: Start at 4 weeks’ vacation, 12 sick days, 11 company holidays, and 3 personal days.
• Flexibility: Flexible work schedules and remote capabilities (by team) - feel free to skip the commute and hit your deadlines from home.
• Wellness: Opportunities for fitness challenges and rewards.

Who We Are:

VitalSource is the leading education technology solutions provider committed to helping partners create, deliver, and distribute affordable, accessible, and impactful learning experiences worldwide. As a recognized innovator in the digital course materials market, VitalSource is best known for partnering with more than 1,000 publishers and resellers to deliver extraordinary learning experiences to millions of active users globally—and today we’re also powering new, cutting-edge technologies designed to optimize teaching and learning for maximum results. Learn more at http://get.vitalsource.com/  and follow us on Twitter, LinkedIn, and Instagram.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, work related mental or physical disability, veteran status, sexual orientation, gender identity, or genetic information.

• EEO/AA Employer/Vet/Disabled
• We participate in EVerify.
• EEO Poster in English 
• EEO Poster in Spanish