VitalSource®, is hiring a Senior Customer Enablement Manager to contribute to our Customer Operations team. This is a remote role with a travel requirement of up to 10% for occasional team settings, conferences, etc. Applicants must be located in either North Carolina, Tennessee, or Massachusetts.
In this role, you will join the Customer Enablement team, dedicated to enhancing customer experience and driving product adoption. Collaborating closely with Customer Success Managers, the team provides a holistic view of clients’ interactions with VST. Your primary responsibility will be to ensure positive outcomes for customers using VST’s suite of products and services by offering guidance on best practices, coaching them toward self-sufficiency, and delivering exceptional support.
VitalSource is a mission-driven company delivering affordable, impactful learning to anyone, anywhere.
Key Responsibilities:
Client Support:
- Build and maintain strong relationships with clients, serving as a knowledgeable, responsive, and reliable point of contact for addressing their needs and ensuring their success.
- Triage of client usage and product usage issues
- Escalations to Internal teams as needed
- Salesforce case management and documentation
Analysis:
- Identify and address gaps in customer experience, product adoption, and knowledge across the organization.
- Categorize volume of client Salesforce cases
- Identify operational efficiencies and recommend proactive solutions
- Synthesize & escalate client-specific issues
Customer Communication:
- Serve as an escalation point for critical customer issues, ensuring swift resolution and customer satisfaction.
- Maintain high-level customer communications and engagement, delivering strategic insights and recommendations directly to customers and internal stakeholders.
- Tier 4 customer program management
- Term cycle preparedness
- Proactive messaging to customers to anticipate requests
Customer Engagement:
- Continuously identify opportunities for customers to maximize their use of VST tools, pushing best practices and proactive guidance at key customer touchpoints.
- Establish frameworks for anticipating customer needs and shaping future product enhancements.
- Guide customers through best practices for product usage
- Monitor and be responsible for Salesforce queue integrity
- Partner with Manager, Customer Enablement to evaluate team operational efficiency/effectiveness
- Ensure all customer communication is tracked and categorized properly in Salesforce
- Maintain timely response and resolution metrics
- Ensure case data integrity in Salesforce (i.e. closing cases, type/subtype review, queue statuses, etc.)
- Guide and inform support/outage/escalation protocol in partnership with Integrations and Product
- Regularly identify repeatable processes that could be documented for Operations to take on
- Conduct needs assessments every term with Publisher and Campus Retailer CSMs to craft proactive customer messaging for training, product feature releases, and sourcing content/metadata/adoption data.
- Stay knowledgeable about product changes and new features; provide feedback to Product and Integrations early and often
- Regularly communicate with CSMs to maintain alignment on specific customer success plans/progress
Required Qualifications:
- 6 years’ customer success, customer support, or product experience
- CRM expertise (e.g. Salesforce)
- Microsoft Office expertise
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.
Salary Range: $67,000 to $92,500
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.
