The Customer Success Enablement Specialist will be responsible for providing the Customer Success teams (your “clients”) with the tools, resources and skills necessary to increase CS productivity and shape a best-in-class customer experience.

Enablement is a new team for Snappy therefore this role will be a core member to help scale this department for fast growth and drive exceptional CSM productivity and efficiency through resource development, documentation, tools, and processes. The CS Enablement Specialist will also collaborate cross-departmentally and ensure alignment between sales, marketing, customer success, and product.

This role includes providing tactical support and documenting all processes to ensure they are adhered to; collaborating with CS Managers, Revenue Enablement to design and execute more efficient workflows to improve scale; collaborating with Marketing to develop and prioritize content requests; collaborating with RevOps to assist with data gathering and relaying of data points and feedback to CS Leadership and key stakeholders to continuously iterate on the customer success enablement strategy.

 You will:

• Build strong relationships with CS leaders, working in tandem to help their team achieve revenue goals
• Partner with CS Leaders to identify knowledge and skill gaps across teams and roll out resources/programs to better deliver value to customers
• Design, develop and maintain training strategies and programs for new hire onboarding, customer success productivity and enablement, and product focused training to increase customer adoption and utilization
• Perform a detailed needs/competency gap assessment in collaboration with CS Leadership. Translate business needs into measurable outcomes and align to broader enablement initiatives
• Maintain centralized location for all playbooks and standard operating procedures
• Ensure the most efficient workflows for Customer Success Managers, executing on opportunities for automation and streamlining
• Contribute to the creation of digital education assets to support adoption
• Prioritize content requests, create and maintain workflow for content requests/creation
• Work with cross-functional leaders to identify clear communication channels to prevent silos and duplicative work

You are:

• 2+ years experience as a Customer Success Manager/Relationship Manager and/or Enablement Manager supporting a CSM team
• Detail-oriented with exceptional organizational, documentation, and time-management skills
• Ability to take strategic concepts and turn into actionable plans
• Hands-on experience with CSM/Sales/CRM tools ( e.g. Salesforce, Catalyst, Gong, Lessonly) as a user or administrator
• Strong organizational skills and experience managing multiple projects and priorities
• Experience building relationships across multi-functional teams, working collaboratively to achieve goals
• Flexibility and a willingness to roll up your sleeves for the needs of the business
• Most importantly - you’re positive, open, and love to learn!

Snappy is an award-winning all-in-one enterprise gifting platform. We’re reinventing the way companies express appreciation to their employees by offering a fun and interactive digital experience that lets employees choose a gift they actually love. We specialize in building recognition programs for all sorts of businesses - Zoom, Salesforce, Microsoft, Uber, Deloitte and over 800 more. Plus, we’re growing everyday - 400% YOY, if you want to get technical! We’ve seen firsthand that our experience boosts morale, improves performance, and (most importantly!) spreads joy.

Of course, we practice what we preach! Here at Snappy, we believe wholeheartedly in building a culture of appreciation, dedication, and fun! We offer all sorts of benefits and perks to our employees including but not limited to: Free healthcare including vision and dental and a generous 401k match, unlimited PTO and paid family leave, Snappy Summer Fridays (which we actually enjoy year around!), snacks and lunches delivered to your home while we’re working remotely, and Snappy gifts galore!