Customer Success Enablement Specialist at Snappy

| New York City, NY | Remote
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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!

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • ReactLibraries
    • MongoDBDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • JIRAManagement
    • zendeskCMS
    • SalesforceCRM
    • MailChimpEmail
    • MandrillEmail
    • Sales NavigatorLead Gen

An Insider's view of Snappy

How does your team reward individual success?

Snappy is all about employee recognition. Working for an enterprise gifting platform means you get a lot of gifts for a job well done, and appreciation is always encouraged!

Kamaria

Customer Success Manager

What does your typical day look like?

I love the variety of my work. No day at Snappy is the same, and there is always a new project or task to lend a hand on! The positive attitude of the office makes it enjoyable to come to work every morning, and everyone is very passionate about the Snappy mission which reflects in our work.

Alex

Customer Success Manager

How do your team's ideas influence the company's direction?

The Customer Success team (and every team at Snappy) is highly encouraged to give feedback + ideas as often as possible. We have forms/polls/brainstorming sessions going around all the time, so we constantly have amazing ideas coming from our employees. It's important for everyone to have a voice here!

Adi

Director of Customer Success

What are Snappy Perks + Benefits

Snappy Benefits Overview

🏆 Weekly virtual games and team bonding!
👓Free medical, dental & vision for single coverage
🥨Monthly snack boxes delivered to your home
🥗 Weekly virtual Snappy Hour lunch paid by the Company.
🍴 Monthly fun activities like cooking classes
☀️“Summer Fridays” year round, taking place one Friday of every month of the year - not just during the summer
🎁We give our employees gifts for birthdays, work anniversaries, big life events (like weddings, newborns, etc), holidays and for doing a fantastic job
🏝️We offer unlimited paid time off because we believe in work-life balance - our team's health and wellbeing is a top priority
🐶Pet friendly office (see pictures of Hopper in our photo section) and animal-loving culture

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
Mean gender pay gap below 10%
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
We love our team yoga classes over Zoom - cameras off, of course!
Mental Health Benefits
We partner with OneMedical and TalkSpace to make sure the Snappy team has access to great mental healthcare.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Match charitable contributions
For social justice organization donations, Snappy paid up to $250 this year as a company match.
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Perks & Discounts
Casual Dress
We say "ultra-casual"... there are a lot of Snappy hoodies around here!
Company Outings
Stocked Kitchen
Snappy has loads of snacks including fresh fruit, coffee + tea, breakfast items, and a tasty Bevi for all day hydration!
Some Meals Provided
Happy Hours
Pet Friendly
Our office was pet friendly back in the day. Now, our Slack dog channel is busier than ever! Some choice pet names? Croissant, Truffle, Pork Chop, Tater Tot, and Maple.
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Cross functional training encouraged
Promote from within
Mentorship program

Additional Perks + Benefits

We are proud to announce that Snappy has been certified by Great Place to Work US as a 2020 Great Place to Work! We are grateful to our team for all they do to make this such a great place to be, learn about our Certification, employee experience & more: https://www.greatplacetowork.com/certified-company/7022716

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