THE JOB
The Manager of Client Enablement will lead a team dedicated to driving the success and satisfaction of clients by delivering impactful onboarding, training, and ongoing support for our ecommerce platform. The ideal candidate has experience working for a SaaS company in a client facing capacity, has a strong understanding of internet fundamentals, and proven leadership skills. This role involves overseeing the client enablement strategy, ensuring that customers fully adopt and maximize the platform’s features, and developing a scalable approach to training and support. The Manager of Client Enablement works closely with sales, customer success, and product teams to deliver a seamless client experience and promote long-term customer retention. This is a fully remote position.
RESPONSIBILITIES
- Coach, provide feedback, and improve the skillsets of your team members through training, call reviews, one-one-ones, and team meetings
- Develop internal and external training on Kotis’ platform and regularly hold training sessions
- Develop a deep understanding of Kotis’ ecommerce platform
- Lead client calls with a more technical focus (for example - integration calls)
- Manage your own small book of enterprise accounts
- Work with the Sales team as the technical expert on our platform, helping them close deals
- Create and optimize client-facing processes, training and videos. Create and send monthly program newsletters to clients.
- Bridge the gap between our customers and Software Engineering team by uncovering scalable features for stronger adoption and retention
- Handle escalations related to our ecommerce platform
- Monitor customer feedback through surveys, QBRs and qualitative information gathering and implement improvements based on your findings
- Champion of Kotis’ culture. Improves team morale through coaching, team events and recognition.
REQUIREMENTS
- 3+ years of management experience with direct reports
- 2+ years’ experience working for a SaaS company in a client-facing role
- 5+ years’ experience in client-facing role (Customer Trainer, Onboarding Specialist, etc.)
- Strong understanding of internet fundamentals, i.e. an understanding of the core principles of how the internet operates
- High EQ – understands themselves as well as how to manage a range of personalities with direct reports, clients, and leaders across the organization
- Excellent in building cross-functional relationships and alignment
- Demonstrated ability to successfully resolve complex situations independently
- Strong business acumen, comfortable building relationships with executive level clients
COMPENSATION
$80K-$120K DOE
What We Do
At Kotis, we’re building a team of brand evangelists, designers, developers and doers who are obsessed with creating the best promotional marketing experience ever. We’re the brand behind the brand, the makers of amazing swag & eCommerce solutions meant to amplify our client's message and connect their people. We tackle every project with unbridled enthusiasm, promising to make our clients’ lives easier.
We continue to disrupt the traditional promotional products industry--owning the end-to-end workflow of product & design ideation, custom screen printing, retail-quality knitting, e-commerce solutions, warehousing + fulfillment, and more--all to serve our clients better.
Want to join the movement?
