Manager, Customer Success Enablement

Manager, Customer Success EnablementAt Rectangle Health, we believe that our team members are our most important asset. We grow our team by hiring best-in-class talent. We encourage all employees to contribute their individual talents and ideas to strengthen our team, our brand, and our services. We promote a culture that serves to empower and motivate employees beyond the standard corporate rhetoric one might see on motivational posters. Employees understand their individual roles in serving our customers, and this clarity of purpose encourages high job performance.Position OverviewAs the Manager, Customer Success Enablement your primary role is to coordinate the enablement support for our customer teams. This includes enablement for Customer Support/Care, and Customer Success. Duties include scheduling and overseeing all training programs and identifying training needs for multiple functions. This role will manage the full lifecycle of learning, including intake, creation, delivery, and measurement of impact. The ideal candidate understands our company objectives and suggests ideas to achieve them through training and enablement. This position requires a combination of excellent organization skills, the ability to interact with multiple stakeholders and help them achieve their organizational goals.Ultimately, this position is responsible for ensuring our customer teams are fully educated, perform at a high level, increase customer satisfaction and increase net retention.Primary job duties:Curriculum

– Improve training effectiveness and outcomes by developing tailored content for customer facing roles, including both company initiatives, skill based training, and internal processes. Partner with CS leadership to ensure calendar and schedule around training.Creation and Management

– Creates a full suite of assets to close performance gaps or increase functional awareness including internal process for new initiatives, internal process documentation, e-learning courses, job aids, virtual training.Collaboration

– Works cross functionally with sales, sales enablement, marketing, and product to ensure the customer organization is informed, prepared, and aligned with the latest initiatives and product launches in the organization.Driven

– Track training impact and ability to assist the Customer Success function in achieving their goals.Needs Analysis

– Determines training needs by observing care encounters, studying results/reports, and conferring with managers. Performs and communicates root cause analysis on performance issues.Practices

– Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.Minimum qualifications:4 year degree or equivalent work experience with accredited certificationsExperience as an enablement or training specialist for a customer service and/or customer success divisionUnderstanding of customer care process, preferably with customer care/service or CSM experienceIn depth understanding of Salesforce and Service CloudAbility to manage the full training cycle from creation to measurement of impactExperience with learning management software, proficiency in MS Office (Camtasia or Rise preferred)Excellent communication and presentation skillsStrong organizational and team management skillsFor all full-time employees, we offer:Competitive health, dental, and vision benefitsGuardian Hospital Indemnity coverageLife & LTD401(k) matching up to 3%3 weeks of PTO7 Sick DaysAbout Us:Rectangle Health, a leading financial technology company, empowers medical, dental and specialty practices with seamless and secure technology to drive revenue by increasing patient payments and streamlining practice management while improving the patient experience. Since 1992, the company’s innovative solutions have reduced administrative burden and rebalanced the ledger for its thousands of healthcare providers in the U.S., reliably processing billions of dollars in payments annually.

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