Customer Enablement Manager

Company Overview: 

At Identity Automation, we understand the unique challenges that educators, faculty, students, and even parents face. That’s why we created RapidIdentity, an identity and access management (IAM) platform, used by hundreds of school districts, colleges, and universities to provide secure and agile online access that digitally connects students to their learning environment. By putting the unique identities of both educators and students at the heart of the learning process, RapidIdentity helps academic institutions unlock their potential and provide a safer, more personalized learning experience.
About the Role: 

As our Customer Enablement Manager, you will gather and direct customers to the tools, training, and resources they need to successfully use our solutions. The ideal candidate will be responsible for directing customers to our knowledge base of content, tracking its effectiveness, and distributing it to individual customers through automated campaigns. In addition, you will manage our online community discussion, provide marketing support, and produce help center resources. To succeed in this role, you should have experience in Salesforce, Hubspot, ChurnZero, Groove, or similar tools. You should also be able to continuously analyze usage data to enhance our customer support.

You will understand the needs of our customers and ensure they achieve their desired outcomes. By advocating for our clients internally, collaborating with key teams and leaders, and monitoring the health of each relationship, you will drive maximum value for our customers and generate retention and upsell opportunities.

Responsibilities:

• Lead the company’s tech touch success program
• Own the Net Revenue Retention (NRR) goals for the assigned portfolio
• Utilize automation to ensure customers are maximizing the benefits of our solutions, including building revenue plays in ChurnZero
  • Connect customers with valuable RapidIdentity resources to ensure user and administrator adoption
  • Targeted communication to personalize the customer experience
  • Manage a scalable onboarding process for new customers
  • Analyze customer data to identify trends and opportunities for growing customer relationships
  • Collaborate with Marketing to optimize revenue programs based on customer needs
  • Conduct regular check-ins with customers to gauge satisfaction and identify areas for improvement
  • Monitor customer health metrics and take proactive steps to address any issues
  • Identify clients excited about their solution; connect them to other clients and prospects as a reference
• Provide feedback to the product team on customer needs and pain points
• Direct customers to technical support and guidance to ensure they use the product/service effectively
• Contribute to the development of customer success best practices and processes
• All other tasks, responsibilities and duties as assigned 

Qualifications:

• Bachelor’s Degree or commensurate qualifications and experience
• 52+ years of experience in Customer Success, Marketing, Sales, or Account Management; or equivalent experience serving districts in an IT capacity for a similar tenure
• Education market experience highly desired
• Familiarity with Salesforce.com, ChurnZero, and Hubspot or similar tech stack
• Customer service skills and experience in managing customer relationships
• Ability to interpret data and metrics
• Skilled in managing multiple projects simultaneously
• Knowledge of relevant software and tools used in technical support, customer service and marketing
• Attention to detail to operate processes and procedures effectively
• Experience working with an education customer base and delivering a world-class customer experience
• Proficient in Microsoft and G-Suite; experience with CS and marketing software (i.e. Salesforce, Hubspot, ChurnZero, Groove) preferred
• Proven ability to develop a deep understanding of customers and products to mitigate potential concerns
• Able to manage stressful situations and multiple, competing deadlines efficiently
• Preference given to candidates with experience in K12 markets