Client Success Enablement Manager

About us:

Here at Wonders we build products that empower small brick and mortar restaurants by liberating them of the operational burden of running their business. We accomplish this by providing a frictionless connection between them and their customers through our multi-product ecosystem offering AI-enabled order taking, delivery enablement, payment solutions, and point-of-sale software. At Wonders, we use a combination of bits (technology) and atoms (people) to solve real world problems facing small business owners.

We obsess over placing our customers first and working backwards from there. When our customers succeed, we succeed. The restaurant industry in the US is over a $1 trillion total addressable market (TAM), but remains relatively underserved by technology. Large chains are able to afford expensive tech that gives them a huge advantage; we believe that small restaurant owners deserve access to the same technologies at an affordable price. 

Wonders has been profitable for nearly a decade and seen 5x revenue growth in the last three years. As of our last fundraising round in mid-2022, we were valued at $450M and have since seen substantial growth across customer acquisition, product development and company headcount. Thousands of loyal restaurants have entrusted Wonders with their success, and together we have supported nearly 20 million customers. We are proud to be named one of Built In’s top companies to work for in 2023.

To learn more about our culture, values and how you can be a part of helping mom and pop restaurants thrive, please visit us here! Helping Independent Restaurants Thrive

What we’re looking for:

As a Client Success Enablement Manager, you will contribute to the growth and success of our client success organization. Your efforts will directly impact our client success team's ability to effectively engage with customers and drive satisfaction.

What you’ll accomplish: 

• You will collaborate with Marketing, Product, and Sales teams to create and curate relevant client success collateral, presentations, case studies, and other materials.
• You will develop content that addresses different stages of the client success cycle and caters to various client revenue events (at-risk, churn, referral, upsell lead-gen, etc).
• You will ensure that content is up-to-date, accurate, and aligned with the company's messaging and branding.
• You will develop clear processes and protocols on how Totango & Salesforce work together to enable the CSMs
• You will design, implement, and manage comprehensive client success training programs for both new hires and the ongoing development of the client success team. This includes creating training materials, modules, and resources that cover product knowledge, objection handling, client communication techniques, and industry trends.
• You will coordinate with subject matter experts to provide specialized training sessions.
• You will regularly gather feedback from the client success team and adjust training accordingly.
• You will develop and maintain a library of client success resources, including playbooks, product knowledge training, objection-handling guides, and competitive analysis.
• You will update and improve the new client success hires to quickly grasp the company's value proposition, products, and client success techniques.
• You will support new hires during their initial ramp-up period to ensure a smooth transition into their roles along with the Client Success team leads.
• You will collaborate with Product Marketing to create client-facing Product education content for new products and new feature launches to drive adoption
• You will establish key performance indicators (KPIs) to measure the effectiveness of client success enablement initiatives, regularly assess the impact of training programs and content on client success performance, and adjust strategies as needed.
• You will stay up-to-date with industry trends, client success methodologies, and best practices in client success enablement.

About you:

• You are bilingual in English and Mandarin.
• You have a Bachelor's degree in Business, Marketing, or a related field.
• You have proven experience in client success enablement, client success training, or a related role.
• You have a strong understanding of client success processes and methodologies including renewals, upsells, cross-sells, and new product launches with existing clients.
• You have excellent communication, presentation, and interpersonal skills.
• You have experience with CRM/CSP and client success technology tools.
• You have an analytical mindset with the ability to use data to drive decisions.
• You have strong project management and organizational skills.
• You have the ability to work collaboratively across departments.
• You are results-oriented with a focus on continuous improvement.

If you do not meet all the requirements listed above, which candidates rarely do, don't worry. We still encourage you to apply!

Wonders is committed to hiring the best team to empower small businesses to thrive. We believe that a diverse workforce is paramount to our success. We welcome talent from all backgrounds - including but not limited to - race, sexual orientation, gender identity, age, nationality, religion, veteran status, political affiliation, and disability.

The salary range for this role is $110,000 - $120,000. 

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