Customer Success Enablement Specialist

Lucid Software   •  

South Jordan, UT

Industry: Technology

  •  

5 - 7 years

Posted 166 days ago

This job is no longer available.

The breadth of activities in this role is broad: training new hires; diving deep into process optimization; assessing performance gaps and developing remedies; developing go-to-market strategies with members from the product, sales and marketing teams; etc. As part of a fast paced team in a quickly growing company, you’ll be challenged each day, with endless opportunities to learn, innovate, and have significant impact on the success of the team and company.

Responsibilities

  • Coach and train a team of high-performing Customer Success Managers on customer success best practices in both 1:1 and group settings
  • Develop a robust CSM onboarding program, ensuring that each new Customer Success Manager is set up for success from day one
  • Develop playbooks and other resources for CSM use in supporting their customers
  • Represent Customer Success in go-to-market planning and coordination efforts
  • Develop a strong knowledge of Lucidchart and related domains, serving as a resource to, and driving increased product and domain knowledge amongst Customer Success Managers
  • Collaborate with management to define key metrics and systems to evaluate team member performance
  • Support the continual development and implementation of scalable customer success processes and best practices

Basic Requirements

  • 5+ years of experience in customer success, consulting or similar client-facing roles, with experience leading a team, or working in a sales or success support or operations role
  • Track record of successfully leading change management efforts
  • Bachelor's degree with strong academic performance (3.5+ GPA)
  • Passion for customer success, empowering others, and delivering value to customers
  • Strong communication skills, both written and verbal, with the ability to create and deliver technical presentations that explain complex subjects to non-technical end users
  • Outstanding task management skills across a varied set of responsibilities in a fast paced, high volume environment
  • Enthusiasm for Lucid Software’s Core Values of Innovation, Passion & Excellence, Empowerment & Initiative, and Teamwork over ego